T.J. Smith Email & Phone Number

Phoenix, Az, Us

Contact Center Manager

Phoenix, Arizona, United States

Manager CAB Call Center-• Manage CAB Call Center team that consists of approx. 20 Team members• Support CAB toll-free number.• Business UAT tester for all CAB Call Center applications• Payment Incident Command Center Escalation Team member• Subject matter expert for payment support site• Trainor clients on back end operational site• Created all current CAB Call Center guides, policies, and procedures.• ACH and Credit Card GL Balance… Show more Manager CAB Call Center-• Manage CAB Call Center team that consists of approx. 20 Team members• Support CAB toll-free number.• Business UAT tester for all CAB Call Center applications• Payment Incident Command Center Escalation Team member• Subject matter expert for payment support site• Trainor clients on back end operational site• Created all current CAB Call Center guides, policies, and procedures.• ACH and Credit Card GL Balance support/research/outreach.• Serve as Liaison for connecting property management companies to Relationship Managers, Regional Account Executives or CAB management.• Lockbox payment research• Report and escalate website issues or incidents.• Support homeowner customer service email inbox • Q2 Secure Message support• Signature Card Authorized Contacts• Check / Scarrer orders Superior Press• Created phone lunch and break schedules for various employees.• Call center technology convergence business lead. • Established growth and team unity. • Leader of weekly or biweekly team meeting• Monthly associate 1x1s• Created goals and QA scorecard system.• Exceeding standard service level agreement in all metric areas of call center• Escalation calls Show less

2700 S. Price Road 3Rd Floor L Chandler, Az 85286

• Manage a business portfolio for 250 -300 clients whose annual revenue range from 2-25 Million. • Actively reach out to as well as receive incoming calls and correspondence from the clients.• Use each interaction as an opportunity to; learn about their business needs, assess and resolve any concerns, cross-sell additional products and services as appropriate.• Manage client risk in portfolio, gather and collect an all appropriate business documentation and review to ensure all… Show more • Manage a business portfolio for 250 -300 clients whose annual revenue range from 2-25 Million. • Actively reach out to as well as receive incoming calls and correspondence from the clients.• Use each interaction as an opportunity to; learn about their business needs, assess and resolve any concerns, cross-sell additional products and services as appropriate.• Manage client risk in portfolio, gather and collect an all appropriate business documentation and review to ensure all business transactions are in compliance. Set up proper limits for any risk product sold to client.• Complete all quarterly compliance and risk training classes as well as enroll and various Credit, Treasury Management, Wealth Management courses to advance personal career development plan.• Collaborate with various partners to help fulfill customer needs and delivery outstanding customer service.• Mentor a group Business Specialist by holding bi-weekly training conference calls and 1x1’s.• Manage a team of 8 Business Associates. Take escalation calls. Lead team A&D’s .• Act as the customer’s advocate in securing suitable credit in the form of secured and unsecured business loans and lines by taking ownership of the entire process from start to finish.• Assist business clients seeking to apply for credit by gathering a full financial package that typically consists of: business tax returns, personal tax returns, balance sheets and profit and loss statements. I then use this information to calculate the global cash flow and debt to income ratio to put in my write up for the borrowing cause. Show less

Manage the growth and retention for a portfolio of business clients. Consisting of approximately 2,000-3000 clients in UT, AK, ID and DFW territoriesZero out inboxTroubleshoot and resolve any and all client issues or concernsProfile client’s needs and provide them with the tools to help them succeed financiallyEnroll customers in credit, payroll and business productsTop Performer Q3 & Q4 2015, Q1 & Q2 2016Most dials Q3 Q4 2015, Q1 & Q2 2016

Managed a business portfolio of 1000 clients. Analyzed client’s operating strategies and recommend alternatives financial/technical services to meet client’s needs.Zero out inbox by end of the day. Compliance officer for 3 divisions of Mutual of Omaha’s Business HOA regions (East-Mid-West)

Chandler Az

Assisted customers in opening new property loss/damage claimsEnrolled customer in Property insurance. Managed inbound customer inboxOutbound calls to insurance companies for proper documentation on loss claimsFollowed-up with contractors and servicing companies to ensure repairs were underway

Business

Studied Business Management and Communications at W.P. Carey School of Business

Business, Management, Marketing, And Related Support Services

Studied Business Management and Communications