Customer Service Manager

Summary:

•••••+ years of experience in supervision and management primarily in the banking and insurance industries.

Professional Experience:

Wilton RE formerly Health Markets Life Insurance Operations•••••••••• •••••
Customer Care Supervisor
Supervised a team of 4 administrative professionals handling policy changes, cancellations, and reinstatements of life insurance policies for multiple companies.
Interviewed hired and trained staff as needed
Processed complex policy changes
Counseled policy holders and agents regarding policy provisions
Resolved over ••••• annual consumer complaints from policy holders

Blue Cross Blue Shield of Oklahoma•••••••••• •••••
Marketing Supervisor
Supervised a team of 8 to ••••• sales professionals answering incoming calls to sell health insurance and Medicare supplements.
Interviewed hired and trained staff
Coached sales professionals to impove closed sales by •••••%
Participated as key planner in annual sales kickoff
Conducted off-site sales seminars to promote Medicare supplements to prospective clients

IBC Bank formerly Local Oklahoma Bank•••••••••• •••••
Call Center Manager and Branch Improvement Consultant
Managed daily operations of a team of 8 customer service representatives handling incoming calls from customers and implemented call centralization system with planned expansion to handle over •••••,••••• calls per month.
Increased calls per hour and decreased abandoned rate from •••••% to 9% with no increase in staff
Developed production measurements and goals for staff
Revised all departmental procedures and created monitoring feedback and coaching tools
Developed plans to implement future call center delivery channel for sales.

Capitol One Bank formerly Hibernia Bank formerly Coastal Banc•••••••••• •••••
Customer Call Center Manager
Managed all aspects of call center handling incoming calls from customers and created alternative delivery branch including support of Internet Banking, Investment referrals, and new accounts reaching over $••••• million in deposits.
Staffed trained and monitored centralized customer banking center handling calls for ••••• branches in the State of Texas
Planned and executed operational flows and logistics
Established departmental budgets and individual goals and performance standards for sales and service
Created and executed quarterly business plans to meet branch sales and service goals

Pitney Bowes/Dictaphone Corp•••••••••• •••••
Central Dispatch Call Center Supervisor
Coordinated centralized dispatching duties for ••••• district offices and their branches.
Directly supervised over ••••• dispatchers in the call center in a dynamic multi-tasking environment
Created and implemented all scripting and procedures for several major projects added to the centers responsibilities with no addition to staff
Increased average calls handled per dispatcher by •••••%

Fifth Third Bank•••••••••• •••••
Teller Trainer and Branch Coordinator

Bank of Oklahoma formerly American Exchange Bank•••••••••• •••••
Teller Operations Supervisor


Education and Training:

••••• hours toward a BA in Business Administration
Licensed Life and Health Insurance Agent
LOMA Certification Level I
Sales Leadership 1 through 4
Creating Customer Loyalty 1 though 3