Call Center Service Delivery
Resume:
TINA P. BLACKWELL
** ******* *****, **************, ** 22405
**************@*******.***
EXECUTIVE skilled in restructuring operations to optimize growth, productivity and competitive advantage.
CHALLENGE-DRIVEN LEADER adept at building consensus and motivating entire teams. Reduced expenditures by
developing in-house functionalities.
A positive and confident personality blended with strong work ethic.
Excellent communication skills with the ability to handle high-pressure situations in a professional and effective manner.
Innovative thinker to initiate and implement solutions to successfully improve member/customer satisfaction.
Excellent service skills.
PROFESSIONAL EXPERIENCE
THE WHITE HOUSE FEDERAL CREDIT UNION, Washington, DC - (Retired) 1998 – 2018
Chief Executive Officer 2003 – 2018
Responsible for all aspects of the administrative functions, the financial functions as well as the daily operations, along with the Management team. Supervised a total of up to 23 full-time employees at the credit union.
Chief Operating Officer 2001 - 2003
Responsible for overseeing all member service functions of the organization including service delivery, compliance, policy and procedure development. Special projects included automating the VISA systems; redesigning the monthly member statement; meshing front and back office operations; implementing mortgage servicing software.
Member Services Manager 1999 - 2001
Supervised staff of four in the telephone call center, ensuring that service excellence was being provided; performed member loan audits; counseled and resolved staff problems; advised upper management of staff needs/desires; processed reports; performed weekly cash audits; filled and tracked ATM/Debit card orders. Resolved member complaints and/or account issues.
Member Services Representative 1998 - 1999
Fulfilled members new account and lending needs. Verified member eligibility. Presented credit union products. Processed and approved loan requests.
EDUCATION
CUES Certified Chief Executive Officer (CEO) Institute: I, II and III
I.Strategic Planning:
The Wharton School, University of Pennsylvania, Philadelphia, Pennsylvania (2003)
II.Organizational Effectiveness:
The Johnson School of Business, Cornell University, Ithaca, New York (2004)
III.Strategic Leadership Development:
Darden School of Business, University of Virginia, Charlottesville, Virginia (2005)
Numerous American Institute of Banking courses, as well as other professional development courses and conferences on compliance, leadership and technical issues.
CoEd Vocational School (Office Occupations), Newark, New Jersey (1978)
Clifford J. Scott High School, East Orange, New Jersey (1978)
References available upon request
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