Call Center Customer Service

Karen Regan

Center Harbor, NH

adwa2c@r.postjobfree.com +1-978-***-****

Summary

Corporate Professional working in Financial Services for over 20 years before transitioning into a Health and Wellness Advocate and working in that role for over 4 years. Extensive Customer Service skills in Corporate and the Medical field.

KEY SKILLS

Coaching Goal Setting Motivational Interviewing Training & Development Performance Management

Change Management Relationship Building Patient Care Mentoring Constructive Feedback Project Management Customer Service In house office systems

PROFESSIONAL EXPERIENCE

Health Coach

NOOM

November 2019 to November 2022

Work with clients to determine their problem areas, identify obstacles and create a plan to achieve their health and wellness goals

Teach client about healthy eating habits

Keep client motivated and on track to overcome challenges

Empower clients to create a goal and help them set SMART goals to achieve them

Mentor Volunteer

EVERWISE

2017 to 2019

Served as Volunteer Mentor to several high-performing professionals to provide them with resources and feedback they need to thrive at every stage of their career.

Collaborated on setting and achieving goals through effective coaching and constructive feedback.

Proposed innovative ideas and different perspectives.

Provided critical feedback in key areas, such as communications, interpersonal relationships, time management and prioritization, change management and leadership skills.

Offered insights into best business practices in other companies and past experiences.

Project Manager

BNY MELLON BANK

2012 to 2016

Managed 20 client accounts on 22c2 Compliance analytics which were created to monitor for market timing based on each client's specifications.

Coached and mentored 50 clients on creating and monitoring analytics, leading to a 95% non-market timing success rate.

Trained 50+ new clients on the 22c2 market timing product.

Managed 50+ relationships between 22c2 market timing vendor and client.

Identified and resolved issues for clients resulting in a 97% non-market timing success rate

Call Center Quality and Training Manager

BNY MELLON BANK

2008 to 2012

Managed, coached and mentored 13 Quality and Training Team employees across sites in Pennsylvania and Massachusetts for two high- volume Call Centers resulting in Industry Service Awards from 2004 through 2012.

Provided performance coaching and management by diagnosing improvement opportunities, implementing career development strategies and providing effective feedback, training, and corrective action plans to meet operational objectives.

Identified and corrected patterns and behaviors that led to higher quality service.

Enhanced quality scorecard structure and developed a new reporting platform that identified weakened trends and created workshops to address the issues.

Analyzed team/individual statistics, prepared reports, and devised and implemented incentive programs to improve metrics, while maintaining award winning quality.

Call Center Quality and Training Coach

2004 to 2012

Trained call center staff at two sites on quality customer service resulting in BNY Mellon Service awards from Dalbar and NQR from 2004 through 2012.

Monitored, scored and reviewed agent calls and provided coaching based on quality guidelines and company policies and procedures that led to industry performance awards from 2004 through 2008.

Trained staff and monitored progress of phone representatives while achieving high levels of productivity (600+ calls weekly during off season and averaging 60+ calls in peak season).

Used quality monitoring data management system for compiling and tracking performances at team/individual levels and providing coaching/mentoring to enhance quality service.

Provided classroom instruction to over 1,000 new hires in two sites (Massachusetts/Pennsylvania) to prepare them for success as customer service representatives in BNY Mellon's corporate call center.

Contributed to and coached on corporate training materials by writing new modules, editing existing modules, and developing job aids that were implemented in agent's job functions.

Coached, motivated and developed representatives to promote positive team atmosphere resulting in a 15% reduction in employee turnover.

EDUCATION

BACHELOR'S DEGREE in Business Management

CURRY COLLEGE - Franklin, MA

ASSOCIATES DEGREE in Retail

DEAN COLLEGE - Milton, MA

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