NOVELLA CARPENTER

***** ******* **** ****

Charlotte, NC 28278

704-***-****

aca37n@r.postjobfree.com

Accomplishments

• 17 years of financial service experience in an analytical and leadership role with the ability to translate business

requirements into technical specifications in a call center environment.

• Possess extensive experience in project work with proven competency in gaining partner confidence and trust.

• Have successfully delivered tangible results in a wide variety of work environments through my attention to

detail, ability to identify and resolve difficult problems.

• Engage in merger acquisition and major network up grades

• Assist in developing business strategies for our group and team members:

• Proficient in coaching, problem resolution, training, merger acquisitions, quality assurance, and team building,

interviewing and vendor management support.

• Skilled at learning new concepts quickly, working well under pressure, and communicating ideas clearly and

effectively.

• Possess excellent listening skills, written, verbal communication and interpersonal skills to deal effectively with

team members and external customers. Consistently providing exceptional level of customer service in a

customer focused fast paced and team oriented environment.

• Ability to work effectively in ambiguous situations and demonstrates resiliency, adaptability

and commitment.

EDUCATION & CERTIFICATIONS

Columbia College, Columbia, SC

Bachelor of Arts Degree Social Work, 1984

Certifications:

Interviewing Certification

Professional Experience

WELLS FARGO BANK APRIL 1997 PRESENT

Customer Service

Supervisor

• Responsible for the supervision of a staff of 20 people within the ATM System Management department..

• Manage PTO and Time Off request to ensure optimum coverage of the helpdesk.

• Ensure key objectives are achieved across the team through both online (live) production support and offline

management and work time for the assigned group of employees

• Monitoring and reviewing the performance of agents, identifying any key coaching needs and ensuring

objectives are communicated, understood and achieved

• Coaching on a one on one and small group basis, focusing on driving performance, and improving customer

care and a quality service

• Conducting monthly team member reviews and feedback sessions

• Maintaining employee records – i.e. payroll, absence, lateness, communication and other issues within the team

• Handling escalated customer issues through direct call interaction with the customer

• Collaboration and communication with management and peers to enhance the operational success

FIRST PLACE TEMPORARY SERVICES Charlotte, NC APRIL 1996 MARCH 2001

Human Resource Analyst

• Involved in many areas of staff management and HR duties

• Complied with all federal, state, and local laws and HR related compliance matters, including but not limited to

ADA, EEO, FLSA, WC, and FMLA

• Coordinated payroll, data entry of employee information, to include creating or updating employee records

• Assisted with annual open enrollment and provided answers to general benefit questions, when needed

• Assisted with processing leaves of absence, incentives, and updating flexible spending accounts

• Conducted applicant reference checks and obtained other related verification documentation

• Assisted internal employees with pertinent information regarding their IRA and 401K accounts

SUMTER COUNTY Sumter, SC MAY 1986-DECEMBER 1995

Social Worker Special Needs

• Planned programs and activities to meet the social and emotional needs of individuals with disabilities or

special needs

• Provided crisis management face to face with the consumer and in locations outside the agency’s facility, when

needed

• Acted as an advocate on behalf of the patient and family

• Assessed crises and determine interventions

• Coordinated medication services with team’s medical staff

• Assisted clients in obtaining and retaining housing

• Prepared information requested by outside agencies such as DSHS, Social Security Administration, and Seattle

Housing Authority

• Collected data for evaluation and research, to include providing education and/or support groups information

on a case by case basis

• Provided orientation of new staff social workers

.

Skills: Windows Platforms Microsoft Office Resource Access Control Facility (RACF) • Remedy Live Meeting

Lotus Notes Outlook Citrix RSA (Remote Secured Access) Base 24 Tandem Rumba Net Expert AIM

Web ATM Command Center People Soft Ethical decision maker Proven ability to communicate verbally and

written with a diverse population

Contact this candidate