Customer Service Management professional with 20+ years of experience in leading business development, sales, customer service, and processing teams. Experience leading teams both in person at bank branch, onsite call center and remote call center locations. Skillful in providing leadership with updates on all issues regarding quality, training, policy, procedures, staff issues, and departmental performance levels. Proven skills in developing strategies and processes for continuous improvement, innovation, and results while adhering to service level agreements (SLAs). Demonstrated proficiency in providing on-going staff training and supervision along with professional development via coaching sessions for performance improvement and building morale. An entrepreneurial, dedicated, and self-driven team leader consistently recognized for developing shared vision among coworkers and energizing staff to make proactive decisions, coupled with effective communication skills and expertise in training high-performing teams.HIGHLIGHTSAt Balance• Expanded network of partnerships by 27% and increased daily team goals by 59% within 6 months.At CallSocket Inc.• Increased daily minimum productivity standards by 50%.• Improved retention by 30%+ with the implementation of new hiring techniques.At Bank of America• Increased daily minimum productivity standards by 60%.• Ranked consistently in top 5% for productivity, in the region.At Wells Fargo Bank• Established contests and award ceremonies to motivate and recognize individual and team contributions.SKILLSCall Center Operations | Sales and Business Development | Marketing Operations | Training and Development | Mortgage Industry | Banking and Analytics | Vendor Management | Client Relationship Management | Business Analysis | Budgeting and Forecasting | Customer Service Excellence | Cross-functional Coordination