Myronica Survillion

414-***-****

acw4i9@r.postjobfree.com

SKILLS

● Coaching/Mentoring ● Senior Level Interaction

● Team Development/ Training ● Call Center Metrics/ Analysis

● Recruitment/ Onboarding/Interviewing ● Conflict Resolution

● Risk Management ● Monitor Call Queues/ Service Levels EXPERIENCE

Manpower, Hales Corners, WI - Mortgage Documentation December 2016 - PRESENT

● Customer and Third Party problem resolution

● Produce federally compliant documentation

● Process improvement

Kohl’s, Dallas, TX - Call Center Assistant Manager May 2013 - January 2016

● Team Size: 15 to 95 (Set vision for new Dallas Call Center)

● Script writing/ Operational process improvement

● Oral, Analytic Presentations/ Data Collection

● Salary and Talent Development Rating recommendations

● Monitor call quality and routing/IVR

● Independent decision making

● Build relationships with both Domestic and International partners US Bank, Menomonee Falls, WI - Branch Manager 3

February 2003 - August 2012

● Coach, train, and team-building

● Interview and rate candidates/ Onboarding and goal setting

● Maintain integrity and confidentiality of company, customer, and employee information

● Continuous improvement of staff and branch revenue (Average 10% revenue growth annually)

● Consistently provide excellent customer service to internal and external partners EDUCATION

Ottawa University, Brookfield, WI - Business Administration August 2004 - Present

AWARDS

Lead Call Center Management Team from Menomonee Falls, WI to Dallas, TX Highest Associate Satisfaction Survey 2015 (94%)

Pinnacle Award, US Bank, Top 10% Branch Revenue Sales

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