Wanda Priester Email & Phone Number

Moorestown, Nj, Us

Irvine, California, Us

Irvine, California, Us

United Medical Credit provides financing for patients who are interested in elective procedures. Due to our relationships with several healthcare focused lenders, we can finance the broadest credit profiles in the industry.

Stamford, Connecticut, Us

Drive overall portfolio Merchant Experience connecting the different merchant touchpoints across the lifetime of the Merchant. Identify and build capabilities and process improvements to support efforts across enrollment, activation, onboarding and merchant services to better service and grow the small business merchant base. Support cross-platform initiatives to minimize duplication of effort and maximize opportunities. Implement new Salesforce Marketing Cloud platform, work cross-functionally with marketing and marketing solution teams to build, launch and ultimately govern new business platform. Focus on operations, marketing and sales touches to evolve the overall vision to include all relevant merchant interactions. Implement Work Case Management (ACM) to ensure accountability and visability of merchant service requests. Responsibility for Merchant Data Lake development and ultimate governance and curation of merchant data lake. Support effort to find opportunities commoditize the data. Identify training needs to position front end teams to leverage and optimize tools. Manage project timelines appropriately, communicate with stake holders and workstream owners. Manage agile team, setting direction and ensure sprints are occurring as planned.

Stamford, Connecticut, Us

Strategically planned and executed day to day operations for domestic and international call centers that provided compliant quality service to customers and small business merchants delivering consistently on key performance indicator metrics. Collaborated with Senior Vice Presidents and General Managers of Sales, Marketing and Operations Support teams to deliver positive merchant and cardholder experience interactions in support of business strategies. Excellent presentation skills were leveraged as an enterprise operations subject matter expert while engaged with prospective, new and existing clients at the request of Sales, Marketing and Synchrony Connect provided call center industry consultations sharing best practices. Coached and developed management and non-exempt associates to achieve performance and career development goals. Held several leadership roles within diversity networks and led Great Place to Work initiatives resulting in recognition as part of the leadership team that achieved Top Five Large Call Center of Excellance for the Financial Industry for three consecutive years.

Charlotte, Nc, Us

Awarded Top Performing Call Center Manager for 2002. Establish objectives, policy and procedures for the call center to ensure that department, division and corporate goals are achieved across a multiple site environment for an associate population of @ 450. Plan, analyze, direct and coordinate call center operations and administration, including customer service delivery, quality, recruitment, training design execution, sales, cross sell, budget management, production, employee relations, compliance and regulation in accordance with local, state, and federal legal and regulatory requirements. Select, train, develop, appraise performance, coach and organize staff to effectively utilize group and individual capabilities and enhance individual/group development and performance. Develop and execute process improvement plans based on analysis of quality trend reporting. Review activities, costs, operations and forecasts to determine department/office progress toward stated goals and objectives. Take appropriate corrective action as necessary.

Successfully developed and rapidly deployed the ramp up implementation plans of DirecTV, Prodigy and Ameritech client programs in multiple call centers. Initiated and oversaw the development of service level agreements that satisfied the requirements of each client contract while maximizing profit potential for Convergys.Collaboratively developed and implemented call center specific changes to the scheduling philosophy of multiple call centers, which resulted in improved recruiting results and significant reduction in attrition. Ensured the development and consistent application of all forecasting, scheduling and call management related activities across a multiple call center environment. Identified and recommended solutions to any labor required verses actual on hand variations to achieve optimum call handling and efficiency. Performed trend analysis on each program’s performance and lead the development and execution of corrective action plans as needed. Carried out management responsibilities in accordance with the organization’s policies and applicable laws; including interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Ms, Human Resource Administration

Ba, Psychology