Vicki Carroll Email and Phone Number

• Build, lead, motivate and develop employees into a high performing team that meets or exceeds our customer’s expectations while achieving business goals• Provide day to day leadership, direction and vision to the team, by coaching, mentoring, fielding questions, providing feedback on customer issues• Proactively contribute to the development of team direction and vision• Support the client’s business through expectations and driving for exceptional customer service• Strive to deliver operational excellence through best practice sharing, collaboration and calibrations• Accountable for creating a great work environment and building trusting relationships with the team, and understand the high expectation to execute and deliver results by managing the efforts of others.

Customer Experience and Satisfaction Operations Project Manager supporting Customer Service Contact Centers (Credit Card, Deposits, & Home Loans). Responsible for partnering with key stakeholders to identify top customer irritants and work on initiatives to improve customer experience. Focus on monitoring, tracking, root cause analysis and reporting on customer complaints. Manage multiple customer experience programs and initiatives..

Responsible for leading multiple teams of customer service & sales associates that are responsible for handling inquires received from customers and business partners concerning mortgage loans and home equity lines of credit. Primary focus on coaching and development of associates to consistently meet key metrics simultaneous to elevating the customer experience. Unit achieved 95.23% Customer Satisfaction score exceeding the goal of 90% Managed associate On-The-Job Training process Coordinated new hire process for 110 Customer Service & Sales Specialist

Responsible for managing a team of 26 associates who support Customer Assistance and Recovery. Business functions include: Funds Transfers, Credit Balance Refunds, Payment Transfers, Service Members Relief Act, and Media Fulfillment. Effectively manage to achieve consistent results on key metrics by raising associate performance expectations, cross training, and education. Successfully managed to a 99% Service Level Agreement (SLA) success rate in key processes Achieved a 98% Compliance Review Testing success rate exceeding the goal of 95% Greenbelt Project- Completed Six Sigma Fundamentals and Green Belt Improvement Workshop 2008 Service With Action Team Advisor- Improved Unit Associate Satisfaction from 73% to 85%

Managed 15 Senior Collectors responsible for answering with empathy inward calls from a variety of sources. Provided coaching and feedback to account managers to ensure that we maximized our interaction with callers. Performed quality reviews, addressed performance concerns and worked closely with associates on performance improvement. Increased average dollars collected to $192 versus $181 from previous year Achieved a service level success rate of 95.22% Managed call volume with an average speed of answer of 58 seconds versus the goal of 80

Managed team of 17 associates responsible for reviewing and taking appropriate action on correspondence received by customers expressing financial hardship. Performed quality reviews and provided feedback. Improved average processing time to 3.93 days versus 4.86 from the previous year Implemented listening program for account managers Coordinated merger of Customer Assistance and Estate correspondence business units

Managed team of 18 associates responsible for exploring customer's financial hardship circumstances in order to make a determination on the most effective program. The Financial Management Services department was dismantled in March 2005.

Responsible for supporting several lines of business within Card Services. Provided support for Credit Acquisition, Existing Customer Credit, Customer Satisfaction, Education, and provided Manager Coverage. Demonstrated strong flexibility and adaptability by being deployed based on daily business needs. Proficient in several systems utilized to support the various business areas. Achieved Consumer and Business Credit lending authority.

Responsible for the implementation and facilitation of Business Card Customer Satisfaction education. Included new hire, systems, officer customer awareness and continuing education. Worked with management team to address associate performance improvement. Developed and Designed New Hire and Continuing education learning materials.

Managed the Certified Fund Raiser Executive (CFRE) program.