Call Center Manager or Call Center Trainer

OPERATIONS MANAGEMENT/TRAINING AND DEVELOPMENT

Energetic, reliable and adaptable professional with a solid understanding of banking and financial practices, as well as human resources. Proven ability to plan, direct and implement user administration of complex banking systems. Certified Nice System Administrator with advanced skills in form design and Nice-based training.

Results-oriented administrator with excellent communication and interpersonal skills. Accurately perform challenging tasks with precision and attention to detail. Excel at organizing and setting up new procedures, troubleshooting and taking adverse situations and making them positive.

Competencies Include

Corporate Training••••• Call Center Quality Control

Human Resources Management••••• Organizational and Project Management

Collections and Customer Service••••• Teambuilding/Leadership

Professional Experience

Senior Quality Analyst, US Bank, St. Louis, MO•••••••••• •••••

Managed a team of six Quality Analysts, which was responsible for evaluating the employee performance of ••••• Collection Agents.

Responsible for ensuring that Collection Agents provided quality service and complied with applicable laws and company policies.

Hired, trained, mentored and evaluated Quality Analysts.

Coached and developed Collection Agents, providing new hire training and teaching proven techniques for successful collection calls.

Designed new hire training materials including videos, PowerPoint and handouts.

Performed user administration for Nice Perform, Lexus Nexus, Fast Data, Hogan, FDR Collection Systems, as well as US Banks internal collections and telephony systems.

Used the People Soft HR System.



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Professional Experience, continued

Training and Development Specialist, US Bank, St. Louis, MO ••••• •••••

Designed and facilitated training curriculum for Credit Card Department employees, including Collectors, Customer Service Representatives, Credit Analysts, Fraud Analysts, Trainers, Clerical Staff and Supervisors.

Provided new hire, technical, product, leadership, soft skills training and materials.

Mentored newly hired Trainers, and assisted in their career development.

Project Manager for CSI/FDR and FDR/Firststar system conversions.

Assisted in developing the Lotus Notes Workcase solution, saving US Bank over ••••• K per year.

Performed as Supervisor and assisted in employee scheduling, as needed.

••••• K lending authority.

Customer Service Representative, US Bank, St. Louis, MO•••••••••• •••••

Handled telephone inquiries regarding all aspects of credit card usage, including credit line increases, lost or stolen cards, fraud reports and billing disputes.

5 K lending authority.

Education

Associate of Liberal Arts, Business Administration, St Louis University, St. Louis, MO

Certifications

Frontline Leadership Training, Achieve Global•••••Chicago, Illinois

Creative Training Techniques, Bob Pike•••••St. Louis, Missouri

System Administrator, Nice•••••San Juan, Puerto Rico