Client Services
Resume:
Anna cosentino
****.*********@*****.**
Maple, Ontario
Professional profile
15+ years of Call Centre management experience
Strong leadership skills; able to prioritize, delegate tasks and make sound prompt decisions while maintaining a focus on the organizations goals and end results
A broad knowledge of diverse financial services
Self-motivated individual with excellent interpersonal and communication skills
Skills Profile
Customer Service Management
Complaint handling and resolution
Front-End Supervision
Teambuilding and Training
Call Quality Improvement Strategies
work Experience
AGF Trust – B2B Bank
Assistant Manager, Client Services 2006 – 2013
Managed up to 20 Client Service Representatives including a team of 6 Senior Client Service Representatives
Ensured company policies and training was kept current and monthly one-on-one sessions were held with staff members
Developed and coached staff to maintain high levels of service and meet departmental standards and goals
Ensured monthly target objectives were communicated and achieved amongst staff
Assisted in developing training material for the Learning and Development department, as well as created Learning Academy material for ongoing training on floor
Responsible for Annual Employee Appraisals
Ensured staff members maintained a sound knowledge of all required financial services including RRSP loans, Investment loans, Mortgages and GICs
Organized Call Centre callout projects, including arranging notices to clients regarding changes to their accounts
Created and implemented call scripts
Monitored random calls to improve quality, minimize errors and track Call Centre staff performance
Monitored and analyzed call quality results; implemented changes as necessary
Effectively handled the recruiting, interviewing, hiring and termination decisions within the department
Handled complex customer service inquiries and provided first contact resolution
Lead and/or attend meetings and cross functional teams for diverse policy and process improvements
DMS Marketing Inc. – Minacs Worldwide 1990 - 2005
Supervisor, Client Services 1993 – 2005
Managed up to 25 staff members
Ensured both Inbound and Outbound Service Levels were achieved
Monitored and evaluated staff members performance and conducted weekly one-on-one sessions
Responsible for staff members Annual Performance Assessments
Provided additional training to staff members when necessary
Ensured good harmonious relationship within the Call Centre
Client Service Representative 1990-1993
Handled Inbound and Outbound calls efficiently and effectively while providing customer service excellence on various products
Conducted Outbound sales calls on various products and services
Provided resolution at first contact
Acted as Team Leader when directed
Performed various administrative tasks
Education
Seneca College of Applied Arts & Technology
Obtained a Diploma in Computer Programming & Operating
references available upon request
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