Call Center Supervisor

JU

JANINA URMAN

adiosk@r.postjobfree.com C: 651-***-**** Inver Grove Heights, MN 55077

Enthusiastic individual with superior skills in working in both team-based and independent capacities. Bringing strong work ethics and excellent organizational skills to any seĴing. Excited to begin a new challenge with a successful team. Information tracking

Employee motivation

Document management

Training coordination

Comcast Saint Paul, MN

Call Center Supervisor

07/2013 - 02/2019

Reduced process lags and effectively trained staff on customer satisfaction protocols and first call resolution best practices. Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.

Streamlined operational efficiencies by accurately conducting new hire interviews and assisting management with employment decisions. Retained top talent by authoring and conducting team performance evaluations for corrective action planning.

Managed 14 employees, including scheduling for frontline, tier I and tier II agents and product specialists to ensure optimal productivity. Delivered constructive call process feedback.

Trained 20 employees on best practices and protocol while managing teams to maintain optimal productivity.

RBC Capital Markets Minneapolis, MN

Treasury Associate

06/2012 - 06/2013

Developed presentations, pricing models and account schematics for treasury sales team.

Sourced independent treasury revenue and deposit avenues and led review of each.

Represented treasury sales teams on implementation calls to deliver sound input and help shape approaches.

Supported product change requests to communicate impact on capacity plans.

Developed new practices to increase efficient delivery of commodities and product process compliance.

Recognized by management for providing exceptional customer service. Improved customer satisfaction by finding creative solutions to problems. University of Minnesota Minneapolis,

MN

Grants Administrator

02/2011 - 06/2012

Identified target audience and developed optimized communication plans to engage and interest individuals.

Established and deepened partnerships with different groups and businesses to enhance marketing effectiveness and strengthen funding streams.

Summary

Skills

Experience

Managed public relations and fundraising activities across the Metro area. Established goals for soliciting funds, developed collection and security policies and coordinated funds disbursements.

College of Saint Benedict Saint Joseph, MN

Bachelor of Arts in English

06/2003

Education and Training

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