Relevant Experience & Accomplishments

·          Over 14 years of Credit Union and Call Center experience.

·          More than 14 years’ successful experience in quality customer service, sales and support with recognized strengths in account maintenance, problem-solving and trouble-shooting, staff support, and planning/implementing proactive procedures and systems.

·          Solid computer skills, including excellent working knowledge using Microsoft Excel, Word, Publisher, Outlook, PowerPoint and Visio, typing 80 wpm and ten-key by touch.

·          Ability to train, motivate, and supervise customer service and sales employees.

·          A team player, acknowledged as “Total Quality Customer Service Professional.”

·          Knowledge of ACD phone systems including Lucent and Meridian.

·          Proficient on TCS / Aspect scheduling software.

Education

Business, Santa Ana College

Communications, Fullerton College

·          KBPK FM Broadcaster of the Year 2002, Fullerton College.

·          Broadcast Journalist of the Year 2001, Fullerton College

Employment

Call Center Manager , Eagle Community Credit Union, Lake Forest CA

·          Reduced abandoned rate from 18% to under 5%, average speed of answer from over two minutes to an average of 30 seconds and after call work from over two and a half minutes to under one minute.

·          Increased the average number of loan applications taken in the Call Center by 13% and the average number of loans funded by 185%.

·         Produced Product Knowledge Guide for all staff.

·        Developed and trained Telephone Etiquette, Quality Member Service & Sales I & II.

·        Implemented first on-site job fair.

·       Executed going paperless within the organization.

·        Developed an online screen for fulfilling member's requests to be mailed.

·        Developed an online screen to track sales referrals for all staff Credit Union wide.

·        Team member of Stakeholders group

Customer Service Manager, Triad Financial, Huntington Beach CA

·          Responsible for productivity in the Call Center, Loan Administration, and Records Management.

·          Demonstrate effective and positive communications with associates at every level.

·          Recommend, monitor, and evaluate department's budget.

·          Establish, provide and monitor results of company goals.

·          Hold regular scheduled staff meetings for the purpose of training and updating staff.

·          Ensure staff is current on/and follows policies and procedures.

Call Center / Operations Analyst, AT&T Wireless, Cypress CA

·          Complete all scheduling for five call centers located in Los Angeles, Sacramento, Seattle, Denver, and Honolulu.

·          Prepare forecasting to determine staffing needs for national call centers.

·          Assist with calculating sales for Managers and associates.

·          Generate forecasting and scheduling reports for national call centers.

·          Assist with developing on-line applications.

·          Complete staffing reports including organization charts, training reports, and tenure or national call centers.

·          Manage change of employee status and new hire tracking.

·          Administer an incentive program that converts points generated by employees into gift certificates from specified companies.

Call Center Supervisor, AFCU, La Habra CA

·          Developed and completed all management reports, both weekly and monthly.

·          Handled difficult or in-depth calls and use sound judgment in decision-making.

·          Responsible for scheduling for inbound and outbound calls.

·          Blend management skills with technical expertise.

·          Completed reviews for twenty-seven associates.

·          Monitored calls and completed service evaluation. Used as a tool to coach and council.

·          Responsible for hiring and training new associates.

·          Helped other associates seek input for decision making with in depth calls and concerns.

·          Exceeded personal and sales goals for the year of 1998.

·          Initiated and produced a senior team for the department to assist with hiring, training, and peer coaching. This team created a reference guide for new associates.

Acting Call Center Manager, AFCU, La Habra CA

·          Demonstrated effective and positive communications with associates at every level.

·          Recommended, monitored, and evaluated department's budget.

·          Established, provided and monitored results of the Credit Union's goals.

·          Initiated an appreciation board to acknowledge top performers and created a gift selection catalog.

·          Delegated routine tasks to motivate associates.

·          Increased the level of excellence in quality member service by having staff increase scores to 95% and 100% on Mydas shops.

·          Held regular scheduled staff meetings for the purpose of training and updating staff.

·          Ensured staff is current on/and follows policies and procedures.