Rod Thompson Email & Phone Number

Clover, Sc, Us

Charlotte, North Carolina, United States

Charlotte, North Carolina Area

Effectively facilitated both technical and soft skills on-boarding and continuing development training programs in the classroom and virtual environments with classes ranging from 5-50 participants.o Facilitated curricula for multiple business lines/functions to create successful and effective learning experienceso Traveled to facilitate classess in support of business needs several timeso Facilitated virtual training to Team Members from across the US and Philippineso Developed learning content for change training/upskilling learning events

Charlotte, North Carolina Area

Identified and mitigated fraud risks by reviewing and identifying suspected fraudulent activity, contacting banking customers to confirm fraud occurred and taking appropriate action to protect customers and Wells Fargo from loss. o Met or exceeded all metrics for all scorecard months in position with continuous improvement in overall performance month-over-month.

Charlotte, North Carolina Area

(For Wells Fargo)Evaluated the work of team members in the Credit Card, Personal Loans and Lines, and Direct Auto Originations Inbound Contact Center Teams.o Conceived and implemented an approach to work around a severe system issue and ensure my group could meet audit and compliance requirements and avoid missing a critical goal and deadline.

Charlotte, North Carolina Area

Managed a team of 15 representatives in a metric driven call center environment. Coached and developed team members to meet and exceed goals.o Improved performance in key productivity areas. Average Handle Time reduced by 25%, Quality improved by 41%, and Non-Productive Time reduced by 21%.o Achieved high level client feedback averages for a default/loss mitigation team with the team NPS result more than doubling the departmental goal.o Consistent high team performance in regulatory compliance.o Met all deadlines every month (For each agent: Monthly performance reviews, 4 call quality reviews, 16 call reviews and signoffs, system access reviews semi-annually, 4 team validations, compliance and assigned training completions, and weekly payroll approvals).

Charlotte, North Carolina Area & Greater Minneapolis-St. Paul Area

Effectively facilitated both technical and soft skills on-boarding and continuing development training programs in the classroom and virtual environments with classes ranging from 5 to 50 participants.o Facilitated over 200 classes with over 3000 participants. Classes ranged from a few hours to several weeks each. o Lead Trainer for the Independent Foreclosure Review Team rollout. Partnered with an outside consulting firm to learn and perform the function, modify training plan and materials, and implement the program.o Master Certified Trainer for Citi Cards CHAT platform, training trainers, managing curriculum, and administering the system training environment.o Facilitated varied curricula supporting multiple business lines (CitiMortgage, CitiCards, and CitiFinancial Auto)

Greater Minneapolis-St. Paul Area

Supervised team of 12 employees under the direction of the Team Manager. Coached team members to meet and exceed expectations in an ownership environment. Handled and resolved escalated calls effectively. Evaluated calls and provided constructive feedback. Reviewed and audited work done by team members and provided feedback.

Greater Minneapolis-St. Paul Area

Facilitated technical skills and on-the-job training programs for newly hired employees for both Dialer and Ownership Collections. Supervised and directed the activities of employees while attending the 3 week Quality Team Training Program.o Demonstrated the success of the Quality Team (nesting) program statistically by comparing 3 other sites without the program (Champion) to my site with the program (Challenger).o Developed, maintained, and updated curriculum (leader materials, participant materials, assessments).