Terrie Hammad Email & Phone Number

United States

3355 Data Drive, Rancho Cordova, Ca 95670

* Led workflow process reviews, documentation, problem analysis and optimization; ensured solutions drove process innovation and sustainable improvements.* Worked directly with cross-functional teams of business stakeholders to review department process and implement innovative solutions to ensure increased efficiency and customer satisfaction.* Managed the day to day operations of the Staffing team. Established, monitored and tracked work plans/timelines to ensure completion. Cultivated effective working relationships; served as a communications liaison between management, staff, internal and external stakeholders. Provided timely updates and recommendations to leaders regarding team’s progress and issue resolution.* Drove department workflow changes and improvements. Developed detailed new hire training plans, all training manuals and cut expected training time by 50%; realized 288 hours annually in time savings, identified scheduling outliers and reduced non-compliance among agents from 50% to 30%.* Provided project leadership on multiple projects including an initiative to increase new account accuracy. o Substantially increased accuracy scores resulting in the team posting three consecutive months with 100% accuracy.o Improved associate engagement, morale and productivity via effective training, corrective system solutions and performance recognition in a program subsequently adopted by other departments.

3355 Data Drive, Rancho Cordova, Ca 95670

This is a highly competitive, two-year management training program aimed at developing innovative, strategic leaders.* Established and managed cross-functional and vendor relationships; facilitated meetings, createdproject proposals and documented new workflows. * Became the first trainee to accept a double rotation leading the way for others to follow.* Led and facilitated numerous projects such as the Rebalancing Project. Played a vital role in the development of a rebalancing database to assist with Financial Advisor account rebalancing requests. The automated tool achieved significant time savings, reduced process from four hours down to 15 minutes and is still in use today.* Successfully completed multiple rotations in varying departments within the organization.

3355 Data Drive, Rancho Cordova, Ca 95822

* Developed, scaled and trained agents on a workflow to efficiently complete 50+ daily callbacks. Resolved 80% of issues via phone inquiry, with no follow up letter generation needed, which improved customer satisfaction and saved both time and money.* Top performer; selected to lead the efforts in establishing a new Market Timing desk. Developed training and workflow documentation. Trained team; implemented process improvements and updated policies and procedures.* Acted as a department subject matter expert on workflow and policies and procedures. Worked extensively with project team to review and improve existing processes to ensure efficiency.* Conducted effective training for new hires and seasoned employees; developed training plans, training documents, class exercises, and evaluation forms. Monitored agent progress and readiness prior to release.

3355 Data Drive, Rancho Cordova, Ca 95822

* Learned valuable phone skills such as listening, empathy, controlling the pace of a call and diffusing irate situations.* Focused on perfecting these skills and providing superior customer service to every customer.* Researched complex customer issues and provided timely resolution.* Mentored new, incoming agents and reviewed workflow, policies and procedures as well as telephone etiquette with them.