Call Center Relations Specialist
Resume:
T R A C Y H A N C O C K
********@*****.***
Herriman, UT 84096
PROFESSIONAL SUMMARY
Talented Customer Service management professional with natural talent for leading andmotivating people to achieve challenging objectives. Effortlessly builds teamconnections, oversees operations and improves policies to maximize efficiency andperformance of each team member. Skilled in training and mentoring employees todevelop every person to full potential.
SKILLS
Skilled Multi-Tasker Conflict Resolution Deadline-oriented Meticulous attention to detail
Client relations specialist/Focus on Customer
Satisfaction Organization Team building/Team
management
Training Administration/HR Written/Verbal Communication EXPERIENCE
Account Development Manager, Lendio, Aug 2020 Current, Lehi Resolved customer issues quickly to recapture the customer's loyalty and maintain the sale.
Planned balanced approach combining servicing of established accounts with consistent prospecting for new business.
Engaged customers and built connections to drive long-term sales. Required minimal oversight to complete job tasks, meeting all deadlines and goals. Addressed concerns quickly to avoid lasting issues. Completed all assigned tasks prior to shift end.
Monitored processes and recommended methods for improvement. Finished all tasks and job duties, adhering to deadlines to avoid delays. Followed established guidelines and procedures.
Maintained good working relationship with co-workers and management. Completed all required paperwork within anticipated timeframes. Administrator, Solera, Oct 2017 Oct 2018
Experience working with and managing contracts.
Knowledge and understanding of the requirements involved in specifics of contracts. Attention to detail and ability to notice and detect errors. Department Manager, Fluent Home, Mar 2009 Sep 2017 TH
Jan 2004
Hire, train and onboard new Call Center Agents as required to meet quotas. Process weekly sales reports for submission to management. Oversee and ensure conflict resolution between associate and customers. Ensure that all employees follow the company's best practices for call center management and operation.
Develop presentations and talks to motivate and educate call center agents. Managed all areas of performance and discipline.
Manage all employee relations issues, ensure compliance with all policies and procedures, as well as all state, federal and provincial law. Play an integral role in talent management, key decision-making and team leadership. Created a new performance evaluation program for both mid-year and year end, as well as a stay interview process and performance improvement and employee development documents and processes.
Responsibilities include talent assessment, providing support to all levels of management, assisting employees with questions regarding benefits, payroll, employee issues, leave of absence, performance issues, employee engagement, retention, etc.
Sr Team Leader, Discover Card, Sep 1997 Feb 2007, UT. Assisted in the migration of Back Office Support in Deposit Products from a New Castle, DE to West Valley City, Instrumental in the growth of the Deposit Products portfolio that include Affinity accounts.
Manage highly successful teams of 15 - 50 employees. Fully responsible for all aspects of training, developing, and motivating employees. Accountable for timekeeping, forecasting schedules to maintain a critical 98% service level.
Train and develop employees to consistently maintain 100% of the department standards and requirements resulting in promotions and reduce turnover. Specifically chosen to manage a cross functional team of employees that would spend 60% of their time in the Collections department and 40% in the New Accounts department.
Develop appropriate strategies to educate and motivate employees to enhance personal goals and results.
Build trust and rapport in providing performance counseling. Proficient credit experience through interpersonal and communications skills. Self-directed motivation due to strong analytical and pro-active problem-solving skills. Monitored, evaluated, and approved a high volume of new accounts for maximum line of credit to incorporate applicants' credit obligations to our brand. Managed a team of 15-25 credit analysts, which included preparing performance appraisals, conducted one-on- one coaching sessions resulting in setting performance goals and monitoring results.
EDUCATION
Bachelor of Arts, Business Management
MO, Columbia
ADDITIONAL INFORMATION
ADDITIONAL INFORMATION, Achievements, Honored with the companies most prestigious award of Pinnacle ofExcellence Multiple Top Team Awards recognizing Quality, Performance, and ResultsRecognized Top Team Leader of the Quarter in several Departments
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