Karin Bartlett

Looking for call center manager position

Flint, MI 48506

ad2c5e@r.postjobfree.com

+1-260-***-****

Over 20 years of experience

Authorized to work in the US for any employer

Work Experience

Contact Center Manager

Community Choice Financial Credit Union - Flint, MI September 2021 to Present

• Lead and develop a highly effective team of employees to their highest potential through coaching and leadership. Responsible for ensuring that outstanding service is delivered to both internal and external members. A key component of this service is to identify the financial needs of the member and recommend an appropriate credit union solution.

• Manage Member Contact Center staff of 36+ team members who handle more than 325,000-member interactions per year. Interactions are received from multiple delivery channels including inbound and outbound calls, email, online chat, web messages and eBanking messaging.

• Encourage and support team members with effective communication regarding work performance and goal achievement. Take corrective actions to ensure a high-quality work environment and individual, departmental, and organizational goals are achieved. Foster and execute a culture of engagement that continually delivers a high level of internal and external member experiences.

• Develop, apply, and maximize opportunities for process improvements, policies and procedures for the Member Contact Center to reduce operating costs while achieving revenue goals.

• Prepare and submit standard reports of goal achievement to communicate and aid Senior Management in organizational accomplishments.

• Prepare and monitor the Contact Center business plan ensuring its alignment with identified organizational and delivery channel initiatives.

• Participate in organizational projects and initiatives bringing the member contact center experience to the forefront confirming possible impact of daily operations and staffing requirements Call Center Manager

Granger Waste Management - Lansing, MI

February 2021 to Present

• Manage inbound call center with volume just over 23,000 calls a month .

• Implementation of quality control

• Managed stall of 25 representatives

Remote Member Experience Manager

DORT FINANCIAL CREDIT UNION - Flint, MI

December 2016 to January 2021

• Remote Member Experience Manager

• Managed 3 departments within Dort

Call Center, Video Center and Support Services

• Supervised 50 employees

• Created a quality monitoring system that improved quality, accuracy and customer service

• Broke sales and service level records

• Effectively managed scheduling fo 50,000 calls in the call center and 78,000 transactions in the video center

• Determines department operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, production, productivity, quality, and service -standards; contributing information and analysis to organizational strategic plans and reviews.

• Maintained a cohesive, highly trained, motivated team sufficient to meet daily demands.

• Work with human resource in selecting, orienting, training, assigning, coaching, leading, counseling, and disciplining employees; administering scheduling systems; approving payroll; communicating job expectations’ planning, monitoring, appraising and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and

• Analyze reports summarizing data and trends. Make operational adjustments and recommendations as needed.

Call Center Manager

STAR Financial Bank - Fort Wayne, IN

June 2010 to December 2016

Virtual Branch Manager

• Supervise a team of 45 Personal Bankers 10 on site 35 remotely

• Improving service levels and increasing sales resulting in additional accounts and new loans.

• Research and resolve customer issues that maintain customer loyalty and company compliance.

• Strong Banking knowledge

• Supervised opening of new accounts and processing of loan applications

• Do Quality monitoring of Rep's to maintain compliance and improve level of customer service

• Serve as Project manager, develop and maintain plan in Clarizen

• Provide KPI reporting and analytics.

• Research and resolve customer and software issues. Work cases and follow up with customer/ Co- worker.

• Provide training for STAR’s internal and external customers.

• Serve as liaison with vendors and other departments with ATM’s, software and system upgrades. Customer Services / Collections Supervisor

Lutheran Health Network - Fort Wayne, IN

July 2009 to June 2010

• Supervise a team of 20 customer service rep's and 10 collectors

• Increased collections revenue by more than 20% by developing contests, and improving customer service.

• Research and resolve customer issues that maintain customer loyalty and company compliance.

• Strong understanding of Government and Private health insurance.

• Do Quality monitoring of Rep's to maintain compliance and improve level of customer service Customer Service and client Retention

Results - Marion, IN

July 2007 to July 2009

Marion, IN

• Oversee center-wide KPI's such as sales, staffing, quality and Human Resources.

• Produce Monthly reports detailing center activity, trend analysis and goal/objective status.

• Motivate employees through a positive management style.

• Managed programs and personnel in the insurance industry, credit cards, customer service and client retention

• Fostered an environment that promoted open communication, employee development, Created motivation atmosphere to improve sales and service.

• Create sales driven environment. Develop contest for floor to increase sales to achieve and maintain goals.

• Strong focus on continuous improvement and operational optimization.

• Develop and manager relationship with client. Manage client requirements and maintain profitability for the company.

Customer Service Manager

Ashley Furniture Homestore - Fort Wayne, IN

May 2006 to July 2007

• Developed and maintained a positive environment by focusing on Customer Service and created a motivational atmosphere.

• Support Sales force by effectively resolving consumer complaints by focusing on a resolution that will maintain the sale, retain the customer and keep it profitable for the company.

• Manage customer financing and collections.

• Recruiting, Staffing, First interviews, Make Job Offers. Call Center Supervisor

Sirva Logistics - Fort Wayne, IN

November 2004 to May 2006

• Supervised inbound call center that arranged logistics of the client inventory from warehouse to the customer.

• Analyze call volume and determine staffing needs, created schedules and determined if additional staff was needed.

• Performed Quality Monitoring on staff to maintain high level of customer service and adherence to company processes.

• Maintain client relationship by resolving issues and improving existing processes. Call Center Manager

Waterfield Mortgage - Fort Wayne, IN

April 2002 to November 2004

• Developed reporting to measure individual performance as well as department goals for multiple departments.

• Developed and Trained Customer Service Training Program to improve level of customer satisfaction.

• Successfully developed and implemented call monitoring program to measure quality of service and accuracy.

• Managed and staffed to ever increasing call volume that ranged from 18,000 to 80,000 calls per month. Program Manager / Call Center Manager

AON Innovative Solutions - Fort Wayne, IN

October 2000 to January 2002

• Successfully started up a call center by assisting in writing the training materials, job descriptions for all positions, set performance goals and parameters for productivity measures, interviewed candidates to fill positions for 140 CSR's 9 supervisors.

• Developed a quality assurance program by implementing performance criteria measures and monitoring CSR's compliance resulting in increased customer satisfaction

• Kept open communication with all levels of employees through focus groups, newsletters and meetings. Operations Manager

Circuit City Store's Inc. Rockymount

May 1998 to October 2000

• Manage a state of the art Call Center with 100+ CSR's to support 14 service repair centers. Maintained high call volume, staffing appropriately.

• Motivated employees through a positive management style. Fostered an environment that promoted open communication, employee development, quality customer service and innovation.

• Implemented change with team involvement. Promoted team work between departments by proactively communication job requirements.

Education

Business Management in Business Management

Lansing Community College - Lansing, MI

Business Management

Indiana Tech - Fort Wayne, IN

Skills

• Call Center Management (10+ years)

• Customer Relationship Management (10+ years)

• Crystal Reports

• Program Management

• Data entry

• Customer service

• Phone etiquette

• Typing

• Sales Support

• Analytics

• Process Improvement

• Business Analysis

• Banking

• Financial services

• Debits & credits

• Fraud

• Loan origination

• Cash management

• Microsoft Excel

• Customer service

• Upselling

• Cashiering

• Retail sales

• Leadership

• Computer skills

• Math

• Time management

Additional Information

Skills

• Knowledgeable in Office products and Crystal report writing

• Working knowledge of AS400

• Experienced in managing a large and small staff

• Superior Customer Service Skills

• Excellent Management Skills

Contact this candidate