Oversee 12+ employees in the section and manage training employees, planning/assigning/directing work; appraising performance, rewarding and disciplining employees, addressing complaints and resolving problems. • Ensure smooth functioning and proper workflow of the section. Guide and diligently assign work to center and unit heads. • Rose to Head of Daily Control Unit, implement specialized control procedures using best practices to reliably mitigate risk and reduce exposure •Orchestrate planning and implementation of business activities through expert use of a budget. •Improved methods to control and monitor the operational and administrative functions of the Center and units head under the section, leading to a significant enhancement in organizational coordination. •Provide outstanding support/guidance and monitor progress of daily operations, driving operational excellence. •Revamped procedures to supervise, monitor, and evaluate staff performance, elevating productivity by providing guidance and training while quickly responding to nuanced staff inquiries.

Overhauled methods for leading and coaching a team of 40+.Motivated and managed a staff of customer service representatives within an inbound call center environment. Monitored, coached, and effectively developed employees. Created a positive work environment by motivating, recognizing and engaging employees.▪ Promoted to Unit Head of Platinum Services, identified essential operational issues and process improvements driving a record 10M in new revenues while concurrently delivering excellent customer service.▪ Exceeded desired sales targets by up to 25% by taking personal accountability, effectively organizing and planning work, setting priorities, and executing ambitious, data-driven action plans.▪ Championed innovative and creative thinking to secure an 54% increase in service profitability.

Handled up to 120 incoming calls daily to foster the value of maintaining multiple relationships with American Express clients from time to time. Provided optimum Customer Service Card members by promptly and accurately responding to multiple questions on complex inquiries, especially regarding travel arrangements.* Enhanced efforts to evaluate account status at point of contact by analyzing a wide array of information and recommending bespoke solutions to resolve the card member’s issues.* Performed consistent problem resolution to ensure that customer and business expectations were met within the concept of “First Contact Resolution”, and always utilized standard operating procedures.

Implemented new strategies for better supporting the regional manager and quality manager. Ensured branch operational activities ran smoothly and efficiently while strictly adhering to all policies and procedures.* Provided consistently superlative leadership, training, and limited supervision within the branch.* Promoted business for the Bank and achieved an 30% boost in revenues by maintaining good customer relations and referring customers to appropriate personnel for new services.

Greeted diverse customers, built rapport with them, and demonstrated consummate professionalism. Processed a large number of customers' bank account transactions accurately and efficiently, including deposits, withdrawals, loan payments, and check cashing while maintaining the highest standards of integrity and attention to detail.* Provided stellar support to customers to find solutions to their financial needs by identifying the products and services that can meet those needs; referred the customer to appropriate individuals in the branch. * Achieved the highest average service scores by consistently resolving customer problems and concerns to the customer's satisfaction, and referring any complex/escalated problems to management.

Supervised 5+ full-time employees in accordance with all policies. Prepared intricate work schedules and prioritized work. Verified cash when any overages/shortages occurred; assisted tellers when balancing problems occurred. Updated extensive information to the customers on new banking products. Answered all questions for the customer. Processed multiple mail deposits.* Answers in-depth questions and resolved difficult or complex problems presented by tellers or other staff.* Managed daily ATM deposit, depositing/cashing checks, withdrawals, and the effective, timely answering or referring of detailed financial questions to correct supervisory staff.