Stephen Bledsoe Email & Phone Number

United States

Creve Couer, Mo

Responsible for overseeing team members quality, efficiency and day to day productivity. Oversee Customer Care Center Digital Banking operations and support. -Customer Care Center performance, Quality measurement and coaching-Career development and goal setting for Customer Care Associates through ALIGN-Setting and coaching to Customer Satisfaction standards -Partner for Customer Care Center and Digital Business Line-Tracking and process resolution for all Social Media outlets-Screening, Interview and hiring decision making for potential Customer Care Associates-Manage individual budgets and spending-Manage Profit and Loss through security measurements

Responsible for day to day productivity, efficiency, capacity, sales and quality.Strategic planning for program growth and recruiting strategiesHelp grow inbound financial program from 18 FTE to 150 FTE Maintain billable hour goals and reports for 100 employeesProfit and Loss responsibility for $1MMManaged 15-35 direct reports and 130-300 indirect reports in both telecommunications and financial banking servicesProvided operational support for 3-6 exempt level employees and their sub teamsDeveloped quality initiatives and quality action plans Ensure quality assurance and customer satisfaction through daily monitoring and coachingDeveloped and deployed “best practices” sales curriculum for financial productsFacilitated marketing and sales training on new product structure, rate plans, and/or service changesStructured and implemented sales guides and sales training for financial services resulting in attaining over 110% to line of business sales goal month over month.Analyzed and tracked daily, monthly, quarterly and yearly department and employee performance dataEstablished and tracked developmental and performance improvement action plans for individual, team and program to meet/ exceed client KPI’s

Provided high quality customer service for a high volume call centerMaintained high level performance towards meeting project goals Supported technical aspects and inquiries from customer service representativesSubject Matter Expert for new hire customer representatives Provide effective and timely resolution of a range of customer inquiriesStrive for first-call resolution of customer issuesComplete ongoing training to stay abreast of product, service and policy changes