Customer Service Call Center

KERRY D'ARCY

FORMERLY KERRY D. MILLER

**** ***** ***** **** 706-***-****

Columbus, GA 31909 **************@*****.***

Key Skills Assessment

Supervisory responsibility over multiple team members. Previous Call Center roles include Customer Service, Attendance Councilor, Supervisor, Quality & Training Manager and Call Center Management.

Six Sigma Greenbelt and Quality Improvement Associate Certifications provide the basis for critical thinking, strong issues resolution, including effective communication, problem management, escalation, reporting and closure of the event. Creative use of quality tools used to drive efficiencies.

Professional Experience

SYNOVUS, Columbus, GA Sept. 2015 – Present

Customer Care Representative

Providing outstanding customer service to banking customers. Able to assist customers in online banking technical support as well as general account services.

WESSTAFF EMPLOYMENT SERVICES, Columbus, GA Jan. 2015 – Sept 2015

Collector 1- TSYS, Collections Department

Providing collections services for bank credit card. Responsible to communicate by phone the status of an account and how best to bring the account current. Use of critical thinking and negotiation skills, as well as time management and customer service. Currently learning to operate TS2 from the end users perspective.

FIRST DATA CORPORATION, Columbus, GA Feb. 2010 – June 2013

Implementation Project Coordinator

Implement simple and complex projects to support lockbox payment processing, reporting and document archive. Developed process improvements which streamlined business processes, created efficiencies, reduce costs and increased customer satisfaction. Executed project plans and communicated and monitored teamwork assignments. Directed, assessed, and evaluated all work efforts for set projects and performed issue resolution. Provided support to the operations team during implementation.

•Received Spotlight Award serving as project manager for Citibank implementation project completed in May 2013.

BB&T BANKCARD SERVICES, Columbus, GA Oct. 2007 – Nov. 2009

Managing Supervisor – Customer Service Call Center

Responsible for managing day-to-day operations a small Bankcard Customer Service call center. Staffing, interviewing, hiring, training, coaching, and developing customer service representatives to be successful contributors.

•Monitored calls and coached to increase effectiveness and improve overall quality of calls.

•Supported five employees locally, and remote support to 35 CSRs in Wilson, NC.

FIRST DATA CORPORATION, COLUMBUS, GA Oct. 2000 – Sept. 2007

Operations Support – Quality and Training

Coordinated all training for the Columbus, GA site. Facilitated classes for new team members as well as existing employees. . Responsible for facilitating all new hire training. Applied Total Quality Management tools to improve productivity and quality of processing

•Participated in First Leaders Leadership Program in 2002.

•Developed and launched a training program across eight US cities that is still used today.

TELESERVICES RESOURCES, Columbus, GA May 1996 – Dec. 1999

Manager of Quality and Training (Apr 1997 - Dec.1999)

Scheduled and facilitated classes for new hire training as well as employee development. Conducted calibration sessions to improve the Quality Associates' coaching effectiveness.

•Supervised a Quality Department that was responsible for monitoring inbound/outbound calls, performance tracking, coaching customer service development for a 250-seat call center.

•Collaborated with clients to implement strategies to enhance their communication with their customers.

•Fostered relationships designed to motivate and empower Trainers, Quality Analysts, Performance Coaches, and clerical support to perform their jobs proactively. Supervised 14 direct reports.

Call Center Team Leader (Oct. 1996 – Apr. 1997)

Motivated customer service representatives to exceed client standards. Ensured that customer service representatives were held accountable to set goals. Monitored in- and outbound calls to encourage superior customer service. Researched and compiled data for improvement of process and employee effectiveness.

•Mentored employees to develop the work ethic required to be successful. Supervised 35 direct reports.

Management Development Candidate (Apr. 1996 – Oct. 1996)

Participated in American Airlines Management Development program. Assigned to rotate though all major areas of Call Center management – operations, forecasting, human resources, scripting, and predictive dialing.

• Training Certification - American Airlines Call Center

Education

Studied Business Administration, University of Phoenix, Columbus, GA (2005)

Junior Year of Studies, Sociology, Columbus State University, Columbus, GA (1995)

American Airlines Call Center Management Development Program (1996)

Certifications

Six Sigma Greenbelt Certification (2006)

Quality Improvement Associate Certification, Southern Polytechnic State University (2003)

American Airlines Training Certification (1997) Call Center Training

Awards

First Data's “Spotlight Award” - Citibank Implementation (2013)

“Leader of the Pack” award for outstanding leadership, First Data Corporation (2006)

“Sterling Award” for outstanding contribution, American Airlines (1997)

Contact this candidate