Vanessa Mckellar Email & Phone Number

Parkton, Nc, Us

Remote

· Listen to a predetermined number of calls per associate per month.· Identify and report out to senior management on regulatory and client treatment trends.· Limit risk exposure through consistent call listening and careful observation.· Ensure compliance with call management procedures by assessing representative’s knowledge of all policies andprocedures, and their ability to provide exceptional client care.

- Responsible for driving quality, risk and efficiency metrics for 26 front office agents. - Review quality scores and provide real-time coaching to reduce risk failures and increase white glove service.- Oversee the current Escalation Specialists’ duties and measure accuracy and quality of their casework.- Assist Workforce to optimize staffing in order to maintain service level goals. - Entered all agent schedule deviations to ensure accurate timekeeping.- Created PowerPoint decks for team meetings and highlighted all procedure updates for our sector.

- Maintained a strong working relationship with the Research and Recovery Team to assist with completion of escalated matters that required immediate corrective action for the client.- Leveraged by US Trust, PBIG, WMCS, WMBS, CSA and the Executive Response Team to review, investigate, and follow-up with a remedy for any escalated matters. - Primary contact for all supervisor interactions for over 50 agents across multiple sites.

Pennington, New Jersey

- Handle incoming client and branch office calls utilizing professional telephone and problem solving skills. - Assist clients and internal partners with banking claim inquires, initiation, and updates for both fraud and non-fraud scenarios. - Minimize fraud and financial loss by blocking and reissuing client material ( i.e. cards, checks). - Consistently meet or exceed expectations for performance metrics and quality standards.- First WCLS agent to reach the ‘Career Progression Model’ for consistently exceeding metric goals.- Awarded ‘Employee of the Month’ - April and May of 2018 and ‘Team Player of the Month’ June of 2018.

Clinton New Jersey

- Processed standard teller transactions for clients’ accounts and set attainable goals to meet their financial needs. - Earned “LEI Queen” award for receiving over 20 perfect shop scores in just two months. - Performed daily audits for teller drawers, book keeping and multiple vaults exceeding $250,000.

Hackettstown

• Selected by AFC Professor in confidence that I would guard any confidential information• Record notes within assigned classes for students with disabilities• Document lectures, presentations, and group deliberation

Hackettstown

Denville New Jersey

Flemington, New Jersey

Promote the culture, values and mission of Boston Market. Keep store operating to standard and to set a positive example for the shift team. Anticipate customers and store needs by constantly evaluating the environment and customers level of satisfaction. Assist with new partner training while providing feedback to store manager on partner performance during shift.

Flemington

• Cook/carve food served• Demonstrate cleanliness and food safety • Actively multitask

Flemington

• Assembled totes from shipment truck• Assembled tables for suggestive sale items• Exceeded monthly sales quota for “products of the month”• Customer service • Worked with the registers and handled money • Maintenance

Bachelor Of Science (B.S.), Business Sports Management, Alumni

Activities and Societies: Sports Management Association, Women's Volleyball Team, CSAC Representative, Note-Taker

Graduated

Activities and Societies: Habitat for Humanity, Volleyball, Future Business Leaders of America High honor roll student