Manager for 16 years
Resume:
Brenda E. Stout
Indianapolis, IN 46217
********@*******.***
SUMMARY
A successful leader with proven experience in the workplace. Demonstrates ability in to ensure success in the workplace. Self-motivated to deliver top results. Provides a solid foundation to build success for an organization. Expertise includes, but not limited to, experienced with MS Word, Excel and Powerpoint, prioritizing, customer service skill development and prioritizing detailed work meeting deadlines.
PROFESSIONAL EXPERIENCE
Bosma Enterprises, Indianapolis, Indiana 2010-2015
Contact Center Manager
Created a professional contact center atmosphere beginning with strengthening the daily schedule
Daily coached and trained staff to ensure greater efficiency of performance and quality of service
Created emphasis of familiarity of scripts prior to campaign roll-out with diligent role playing sessions
Bi-monthly individual focus coaching with all representatives to refine contact center behaviors and professionalism including call evaluation
Initiated a compatibility evaluation, training plan, mentoring program and final evaluation for cross-training and potential new hires
Oversaw department productivity with adherence to call center metrics
Established customer relationships with emphasis on providing detailed information as requested and generate invoices timely
Built upon current staff strengths to lay foundation for future management development in an emerging team
Contact Center Contractor
Hired staff to work at Humana Military, Louisville, in a pilot to determine adaptability in main stream workplace
oSupported this staff for four months during the pilot by living in Louisville and working at Humana Military
oAssisted staff by organizing Orientation and Mobility Training around the new work environment, inside and outside upon hire and again when Humana Military moved locations
oAssisted with enabling transportation for disabled individuals from their homes to and from work
Successful pilot resulted in addition of additional staff to work at Humana Military as full-time contracted employees
oHired staff to work at Humana Military, involving moving individuals from out of state to new locate
oSupported this staff for four weeks, organizing Orientation and Mobility Training around the new homes (when applicable), and the new work environment, inside and outside
oAssisted with enabling transportation for additional disabled individuals from their homes to and from work
Supported staff remotely as their off-site Supervisor, being responsible for time reporting, Performance Evaluations, applicable bonus and performance increases.
ITT Technical Institute, Carmel, Indiana
Centralized Quality Center 2009-2010
Call Center Representative
Handled outbound calls from dialer primarily; also handle minimal inbound calls
Identified daily deficiencies in call center pilot and start-up process
Created work schedules for developing team
BRENDA E. STOUT
National City Bank, Indianapolis, Indiana 1982-2008
Branch Call Center Manager, 1996-2008
Assistant Vice President
Interviewed and hired all staff in emerging and growing local department
Hired, developed, trained and sustained a growing and successful department
Initiated training materials for all employees of department from the first hire date
Developed and maintained an effective management staff to ensure efficiency of daily performance, quality of service and on-going weekly training of staff
Led a team with quality service to 1,400 branches over a 9 state footprint
Developed a training manual and trained 5 sites for the introduction of PCs and use of an in-house site
Trained low achievers for success in a complex work environment
Managed 40 employees as department grew over 12 years
Oversaw department productivity with adherence to call center metrics
Maintained department staff with greatest tenure in a division of 1,000 employees
Delivered all monthly, quarterly, semi-annual and annual reports promptly
Achieved high Gallup scores within division in 2007
Maintained Gallup scores in upper 75th percentile in 2008
Deposit Compliance Officer, 1989-1996
Created an IRS audit program
Maintained up-to-date fee schedules and banking rules for branch customers
Performed IRS audits of 13 Indiana affiliate banks and Indiana branches
Interacted with Product Development, Forms Design and Law Department to maintain bank rules and fee schedules for branch customers
Trained affiliate bank management on IRS deposit account regulations
Delivered reporting for federal regulations for Indiana branches
Securities Project Leader, 1986-1989
Documented procedures for 30 unique positions
Established processing procedures for Master Limited Partnerships within local department
Developed securities processing training program and led sessions for existing clients
Trained staff using the “Securities Processing” course
Performed security vault audits
Oversaw securities vault processing
Managed daily duties of assigned staff
Trust Operations Project Coordinator, 1984-1986
Automated 100% of trust fees and check processing of trust checks
Trained staff to effectively automate fees
Developed an explanation of new fee schedules for trust customers in a tri-fold brochure
Employee Benefits Clerk, 1982-1983
Processed payouts for customers’ retirees
Securities Processing Transfer Clerk, 1982
Completed the re-registration of all stocks and bonds for a prominent Indiana estate
Processed physical securities for book entry
Secured physical securities ineligible for book entry for deposit into local securities vault
TEACHING EXPERIENCE
Adjunct Faculty for “Securities Processing” course at the University of Indianapolis
Lawrence Township Schools, Lawrence, IN
Taylor Township Schools, Kokomo, IN
EDUCATION
Indiana University, Indianapolis, Indiana
M.S., Education, World History, Elementary Education
Ball State University, Muncie, Indiana
B.S., Education, Social Sciences, Biology
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