Rebecca Rose Email & Phone Number

Plano, Texas, United States

Reston, Virginia, United States

-Create internal documentation to coordinate procedures between crucial business units-Create user-facing documentation for technical and non-technical employees-Create documentation in multiple knowledgebases-Reorganizing knowledgebase structure for efficiency-Quality-reviewed knowledge article submissions before publication.

Winchester, Virginia, United States

-Assists with the development of product requirements in concert with corporate product roadmap-Reworked existing process and workflow strategies to enhance efficiency, documentation, outputs and reporting to ensure more close alignment with business goals-Create documentation based on procedural requirements for several key business units to ensure all.

Littleton, Massachusetts, United States

• Defined scope of Knowledge Management project
• Identified stakeholders from across multiple departments within the organization.
• Managed stakeholder engagement by conducting surveys and polls, brainstorming sessions, interviews and other assessment tools.
• Communicated with project team members through oral and written means, such as SLACK, Confluence, Wrike, email, and meetings.
• Created and monitored project schedules to ensure project teams stayed on track to complete quarterly milestones.
• Worked closely with senior management and department managers to deliver project requirements, develop solutions and meet deadlines.

Littleton, Massachusetts, United States

• Executed project management of critical internal and external programs/systems: Internal phone system, external/internal knowledge bases, the online membership application, and the third party outside call center.
• Led integrated product teams to upgrade and develop additional functionality for each system/program.
• Identified and communicated with stakeholders from across multiple departments within the organization.
• Created and monitored project schedules to ensure project teams stayed on track to complete quarterly milestones.
• Performed quality reviews of all systems/programs and all associated technical documentation and procedures.
• Provided consultation services to specific impacted departments regarding implementation strategies and training.

Littleton, Massachusetts, United States

• Provided program management of critical internal and external programs/systems: Internal phone system, external/internal knowledge bases, the online membership application, and the third party outside call center.
• Collaborated with marketing team, E-Commerce and Call Center to achieve business and marketing strategy objectives.
• Managed the implementation of online account opening and funding solution.
• Led an integrated team to purchase and integrate a new internal knowledge base.
• Developed training documents and led training sessions.
• Provided constant real-time support to all aspects of the organization after implementation.

Littleton, Massachusetts, United States

• Managed a highly dynamic, fast-pace call center, leading a team of 12 direct reports
• Performed loan officer duties, evaluating member applications
• Implemented a new call management system.
• Developed new call center procedures to address changes in online banking, such as handling updated financial regulations and new technology and its new functionality.
• Developed and implemented a third party outside call center as an additional resource to increase member satisfaction.

Tampa, Florida, United States

• Managed a team of up to 52 agents, executing all personnel actions, to include work schedule development, job performance evaluations and one-on-one mentorship.
• Implemented quality control measures to ensure optimal productivity across the team.
• Met or exceeded call speed, accuracy and volume benchmarks on a consistent basis.
• Facilitated individual coaching sessions with Customer Service Representatives to realign productivity goals.
• Maintained strong call control and quickly worked through scripts to address problems.

Tampa, Florida, United States

• Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
• Volunteered to handle complaints and issues for manager during busy time periods.
• Assisted operators with handling calls and took over escalated concerns to deliver expert solutions.

Tampa, Florida, United States

• Assisted customers in making payments on accounts and setting up payment plans.
• Fielded customer complaints and queries, fast-tracking them for problem resolution.
• Reviewed customer account information to determine current issues and potential solutions.