Manage multiple LOBs, Supporting 50 to 500 call center employees led by 6 Supervisors who were my direct reports. ✔ Ensuring teams efficiently process calls per process and procedures, meeting 70/30 or 80/20 service levels. ✔ Partner with our training department & BPMs that update our policies and procedures. ✔ Hold supervisors and employees accountable to FIS handbook policies. ✔ Ensure employees get targeted coaching or PIPs to improve overall performance.✔ Host client listening sessions, QA calibration meetings, and monthly process meetings.✔ Manage employee incentives, Pay for Performance, and process yearly merit reviews. ✔ Leadership & team management: Motivating and mentoring diverse call center teams for high performance.✔ Effective communication: Building strong relationships with team members, departments, and clients.✔ Call center expertise: With over 20 years of experience I've gained expert analytical skills to assess call center data, reports, SLAs, KPIs.✔ Analytical skills: Identifying improvement areas and implementing solutions for performance optimization.✔ Customer-centric approach: Ensuring exceptional customer service and meeting customer expectations.

✔ Directly supported teams focused on General Customer Service (Credit & Debit), Loyalty program, Tokenization/Mobile App & Savings.✔ Supervised 20-80 associates✔ Met performance goals

✔ Manage the dispute-transaction processing functions to ensure compliance with state and federal regulations while operating within MC and Visa regulations. ✔ Efficiently manage productivity, quality, and expense goals for the department to exceed company and contractual standards. ✔ Develop training modules and process maps to ensure accuracy and clarity of methods and procedures. ✔ Effectively manage daily work functions while minimizing financial liability to Certegy and institutions.

✔ Excelled in customer retention, site support, and HR phone representative roles.✔ Demonstrated strong communication and problem-solving skills.✔ Supervised clerical back-office. ✔ Managed incentives, attrition, and coordinated recruitment efforts with HR.

✔ Coordinated with 150 Credit Unions & Bank clients for MasterCard Visa Regulations. ✔ Managed lost/stolen credit card reports and facilitated replacements. ✔ Maintained high service levels and met department standards and goals.