Sales Customer Service

SUMMARY

I have over ** years of experience in call center services working first as

a call center representative and then as a call center manger charged with

setting and achieving business goals for my team. My call center

experience includes working for financial services, higher education

finance, and sales industries.

PROFESSIONAL EXPERIENCE

Call Center Representative

Citizen's Bank Financial Services Group, Cranston, RI (2010 - Present)

Conduct customer service satisfaction surveys for the Royal Bank of

Scotland and all of it subsidiaries including Citizen's Bank and Charter

One Bank.

Provide call center liaison and support information for other departments

such as Mortgage, Customer Service, and On-Line Banking.

Medical Claims Supervisor

Perot Systems, Providence, RI (2008 -2009)

Managed a specialized claims team responsible for processing medical claims

within a twenty-four hour turnaround time for an off-site vendor

Responsible for quality control feedback intake

Oversaw day-to-day administrative needs of my team, including workload

assignments, writing performance evaluations, and scheduling overtime,

vacation, and team training.

Call Center Supervisor

Academic Management Services (AMS), a division of Sallie Mae, Swansea, MA

(2000 - 2008)

Supported eight quarters of triple digit business growth, including $1.2

billion in loan sales for the 2006-2007 academic year, for a total increase

of 128% over previous year.

Effectively managed, motivated and trained an internal call center staff of

fifteen, with multi-functional project teams, providing exceptional service

to clients

Reviewed real time and historical statistics to improve call-handling

efficiency for my team

Successfully supervised serial outreach calling programs for thirty

colleges and universities across the United States

Consulted with company leadership to align staff educational and

organizational development initiatives with regional and national corporate

strategies, which included staff monitoring, counseling, and coaching

Oversaw the day-to-day activities in the Call Center

Nominated Supervisor of the Year in 2002

Senior Sales Specialist II / Assistant Manager, 1999-2000

Fleet Boston, Consumer Lending Operations Center East Providence, RI (1999

- 2000)

Prioritized team workflow to insure efficient maintenance

Edited monthly sales reports for team to achieve accurate incentive

payouts, wrote and administered annual performance reviews and communicated

constructive action plans on an individual level

Led, coordinated, and coached a team of 22 Sales Representatives to

deliver sales and service excellence; continually acted as point person for

all other interdepartmental communication; assisted in planning and

presentation of quarterly sales events

Nominated for over 30 Service Stars recognizing outstanding sales and

service delivery

Assessed and resolved escalated issues as they arose

Sales Specialist, 1998

Fleet Boston, Consumer Lending Operations Center East Providence, RI (1998

- 1999)

Created monthly performance reports for several team members and provided

career development opportunities for individuals as back up Sales

Specialist

Built and maintained strong relationships with business partners

Actively participated on a project team that created a sales guide to

service representatives and managed workflow for the team in order to

ensure quality and efficiency

Sales and Service Associate Dedicated Sales Queue

Bank of Boston, East Providence, RI (1995-1998)

Selected for backup team leader; managed outbound marketing initiative;

developed and maintained excellent sales and service skills; built internal

and external partnerships via community involvement and relationship

building strategies

Sales and Service Associate

Bank of Boston, East Providence, RI (1993 - 1995)

Responded effectively to a wide variety of telephone and written inquiries;

operated telecommunications device for the hearing impaired (TTY); sold

loan products including home equity loans, lines of credit, and installment

loans. Developed excellent oral communications and time management skills

to improve efficiencies.

EDUCATION

1990 B.A., History/Art History - Tufts University, Medford, Massachusetts

1986 Lincoln School for Girls, Providence, RI

MEMBERSHIPS, AWARDS, & PROFESSIONAL DEVELOPMENT

1999 Graduate, Fleet Boston Regional Bank Professional Development Program

2002 AMS Supervisor of the Year for Outstanding Achievement

1998 Fleet Boston International Customer Service Award

1994 -2000 Member, Urban Bankers Association of Rhode Island

Elected Member of the Year Rhode Island Chapter, 1997

Executive Committee Member Fund Raising Chairperson, 1995-1998

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