Michelle Nelson Email & Phone Number

Remote

• Supervise 50-75 agents at any given time.• Approved timecards.• Workforce responsibilities: Skilling, adjust schedules, approve PTO, created tickets, ran programs etc. • Collaborated with the team to meet KPI goals.• Created and implemented process improvement solutions to streamline efficiencies.• Interviewed candidates for different positions within Urgently.• Assisted in creating and launch several pilot programs.• Coached to maintain a QA goal of 90%.

Springfield, Missouri, United States

• Guide the team to achieve performance metrics, troubleshoot problem areas, and recommend corrective/preventative action plans.• Develop “The Plan” and lead the team by allocating resources, assigning responsibilities, coordinating, communicating, and participating in the activities necessary to achieve company goals.• Develop and manage over 200 employees in a remote/brick and mortar environments.• Manage online channels: Email, Chat, Social • Partner with peers to develop new process improvements• Collaborate with other cross functional teams including: Human Resources, Training Department, Workforce, IT, Business Partners, and Special Partner Programs.• Lead, train and strategize with internal and external partners • Manage all aspects of inbound and outbound call center operations.• Maintain open communication with C-Suite Teams.• Provide creative solutions to deliver business plan targets.

Jefferson City, Mo

• Manage and direct all aspects of call center operation.• Coach 10 managers and 70 customer service agents.• Collaborate with other cross functional teams.• Lead and train with internal and external partners.• Manage all aspects of inbound and outbound call center operations.• Develop new protocols and procedures.• Ensure call center is achieving excellent customer service satisfaction results.

Jefferson City, Missouri, United States

Maintain working relationship with business partners, create and customize promotional activities, meet goals, ensure quality, implement various procedures, and create game plans around innovative ways maintain staff.

United States

Managed large amounts of inbound calls- provide excellent customer service to exceed sales quotas.Provided excellent customer service for 6 different online stores: Montgomery Wards, Ginny’s, Ashro, Swiss Colony, Tender Filet

Overland Park, Kansas

Sold digital and print ad space to subcontractors to support builders advertising efforts.Work efficiently in remote office setting.Negotiate with small to mid-size companies.Create ad copy.75% travel to meet new or visit existing clients for new business opportunities.Cold Call over phone and B2B to generate new business.Develop effective business relationships with direct and indirect users to sell personal marketing products in print and digital formats.

Business Developed to generate new customers.Managed and monitored excellent customer service activities through software programs.Established: New consumers & business accounts, loans, credit cards, merchant services, investment sales, to exceed branch goals.Gained profit margins through sales calls, business meetings, telemarketing, and strategic branch campaigns efforts. Motivated and coached a team of 15 to meet and exceed branch goals. Demonstrated UMB Bank commitment to our communities, by working with a local business to enhance partnerships.

Handle multiple tasks related to employee relations, assist in the coordination of the Annual Employee Performance Reviews i.e. (compensation/promotion/improvement plans) elevate/address employee relations issues; assist in making yearly branch goals.High-profile management position accountable for soliciting business accounts and developing strategic alliances with clientele.Participate in community events to position the bank as a leader within the territory.Develop and implement customer satisfaction programs, assess and find solutions for customer concerns and needs.Accept, process, and close consumer loans, along with processing teller transactions.Open bank products and services, promote and look for cross-selling opportunities.Rally and lead productive sales meetings.