Supervised Customer Success Specialists responding to internal and external customer inquiries and claims submissions, ensuring efficient, compliant service aligned with regulations, policies, and guidelines.· Recognized and celebrated team achievements in customer experience metrics, while providing guidance for continuous improvement in customer service, policy adherence, and procedures.· Directed allocation of personnel and financial resources for customer service operations by analyzing timekeeping reports and addressing non-productive trends to ensure cost-effective performance.· Executed daily supervisory and tactical decisions to resolve customer and employee issues efficiently.· Coached, developed, and mentored team members by analyzing performance metrics to support career growth and skill advancement.· Conducted and documented interviews for Customer Success Specialists, enhancing team retention and reducing hiring needs.· Led a special project to improve hiring outcomes by conducting second-round interviews using a behavioral assessment model. Documented detailed candidate feedback and provided data-driven hiring recommendations. Achieved measurable improvements in business unit efficiency, resulting in increased first-year employee retention rates.· Completed a special assignment to manage and track employees on leave of absence, ensuring smooth transitions through effective off-boarding and on-boarding processes. Implemented leave tracking tools to maintain communication with employees and their managers, optimizing coordination. Minimized downtime during employee transitions and reduced non-productive time by accurately monitoring leave status and availability.

Supervised telephone bankers in managing internal and external customer inquiries via telephone and e-mail, new account requests and claims submissions, ensuring efficient, compliant service aligned with regulations, policies, and guidelines.· Managed escalated customer calls and email inquiries, applying empathy to de-escalate issues and providing feedback to enhance service quality.· Maintained employee attendance records, assessed performance, and administered salary increases, fostering an equitable workplace and recognizing employee contributions.· Facilitated training and managed onboarding processes, achieving a 100% quality assessment graduation rate.· Conducted BETA testing for new Internet Banking product releases and upgrades, providing partners with feedback on navigation issues and performance concerns.

Delivered exemplary customer service to internal and external customer inquiries via telephone and e-mail.· Delivered specialized customer service via phone for Home Banking, CD/IRA accounts, Regulation E, and Loan services.· Consistently met or exceeded line-of-business key metrics by following policies and procedures, established call and workflows.· Achieved department sales goals by proactively identifying customer needs, enhancing client satisfaction, and deepening customer relationships