Customer Service Call Center

Linda M. Simko

*** ********** ****, **********, ** 06374

401-***-**** Cell

********@*******.***

SKILLS

Minute Clinic scheduling

Customer Service, Problem Solving and Decision Making

Microsoft Office Experience (Excel, Word, Outlook, Power Point)

High Level Presentations

Team Building & Leadership

Relationship Management

Project Management Including Facility Training

Sales Planning, Closing and Negotiating

CAREER CHRONOLOGY

CVS

MINUTE CLINIC CONTRACTOR 2019-2023

Responsible for Scheduling and coordinating the work schedules of Providers.

Responsible for scheduling markets that have a rotating schedule and supporting all markets

with on call duties and replacement of staff as needed.

Finds providers to fill open shifts while minimizing overtime.

Maintains Provider profiles.

Ensures that Markets are within staffing and scheduling budget.

ROSS SIMONS

CALL CENTER SUPERVISOR 2015- 2018

Review daily performance reports, set team sales expectations

Coaching and development of call center associates in best sales practices and customer service

Handle escalation calls and resolve customer issues

Leader of top performing sales team

Development and creation of Employee Weekly Newsletter, Employee Recognition Program

Conducted monthly performance assessments and development plans.

BANK OF AMERICA, DANIELSON, CT 2006-2015

ASSISTANT BRANCH MANAGER

Review daily performance reporting, conduct huddle, set expectations and gain commitment from associates

Coaching and development of platform and teller staff in customer treatment, customer engagement and deepening customer relationships

Lobby leadership and engagement of customers to direct them to appropriate teammates and partners

Consistently exceeds performer

Manage risk daily and completion of BCORA reporting monthly

Act as Interim Manager at various Banking Centers throughout the region

BANK OFAMERICA, OLD SAYBROOK, CT 2006-2015

INTERIM BRANCH MANAGER

Led, managed and coached team to exceed goals, ensure operational excellence and provide first class experiences for our customers; exceeded sales goals and improved Customer Experience scores from 78% to 94%)

Coached teller and platform staff in customer engagement and deepening relationships; improved engagement rate from 0% to 7.0%)

Executed sales and service plays using the One Team Model

Performed lobby leadership, coaching and observation through the eyes of the customer.

Conducted quarterly performance assessments and development plans.

Proactively identified and managed risk daily

Participated in community events to position the bank as a leader within the area.

BANK OF AMERICA, EAST PROVIDENCE, RI 2006-2015

SALES TEAM MANAGER

Successful development of Mass Affluent Associates exceeding all Hoshin plan goals.

Established strong management routines utilizing MPV Methodology to build, coach and drive a consistent top-performing sales team.

As Unit Sales Champion, developed training program in Sales Fundamentals to educate

associates in the direct correlation of Customer Experience, Quality and Sales.

Developed all Sales and Marketing Promotions for the Consumer Business.

Provided Unit with Monthly Metric Outlier Reporting to ensure commitment to Leadership Successes. Leveraged feedback from leadership and business partners to improve and develop areas

of opportunity.

Coached and prepared associates for promotional career opportunities within Bank of America.

CITIZENS BANK, WOONSOCKET, RI

ASSISTANT VICE PRESIDENT, BRANCH MANAGER II WOONSOCKET, RI 2002-2006

High-profile management position accountable for soliciting business accounts and

developing strategic alliances with customers and clients.

Developed tactics to increase assets and profitability.

Implemented innovative marketing principles and promotional sales events for financial growth.

Cross-selling of banking services and products to clients.

Participated in community events to position the bank as a leader within the territory.

Managed a staff of 12, with a deposit base of $85 million.

Ranked #3 out of 52 Branches in the state of RI

ACCOMPLISHMENTS

World Class Customer Experience Award 15+Years of Banking Experience

Top 2% Ranked National Sales Manager Frontline Leadership College

Recognized as Banker of the Year Creator and Editor of Employee Newsletter

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