Call Center Customer Service
Resume:
Elorine Baptiste
Glen Allen, VA 23059
**********@*****.***
PROFESSIONAL SUMMARY
SDM (Service Delivery Manager) Operations Call Center Manager
Experienced in leading and directing call center operations with more than 150 employees. Disciplined manager with 15 years of Financial Brokerage experience. Resourceful manager offering a history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with a hard-working mentality to maintain the quality of service and products. An adept individual with more than 15 years working as a manager generating a $5 billion business in UIT (Unit Investment Trust) products. Determined and experienced in mentoring and challenging team members to meet and exceed company goals
WORK HISTORY
Randstad Technologies - SDM (Service Delivery Manager) Call Center Manager (Contract Position) 5020 Richard Ln Bldg. 105 Mechanicsburg, PA 17055
6/2022 - 4/2023
●Provided real-time coaching guidance and feedback to customer service agents to achieve development goals
●Analyzed customer feedback to identify improvement opportunities and develop action plans
●Led daily team meetings to review performance, set targets and motivate staff
●Recruited, interviewed, trained,onboarded, and off-board agents, maintaining exceptional service standards
●Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings
●Improved average hold times, resolution rates and satisfaction scores through staff development
●Collected and analyzed call center statistics, sales rated, costs, and customer service metrics
●Determined quality assurance benchmarks and set standards for improvement
●Implemented innovative service strategies to improve customer experience and engagement
●Created clear and effective policies governing all aspects of employee work and interaction with customers.
●Maintained positive customer relations by addressing problems head-on and implementing successful corrective action
●Successfully managed budget and allocated resources to maximize productivity and profitability
●Leveraged data and analytics to make informed decisions and drive business improvements.
Wells Fargo Advisor - UIT Operations/Call Center Manager
420 Montgomery Street San Francisco, CA 94104 - St Louis MO/Richmond VA
01/2008 - 06/2022
●Built, led, and developed a team for modeling service excellence
●Completed a system automation transformation
●Managed a multi-billion dollar Asset management Investment Group
●Subject matter expert to key stakeholders on project implementations
●Managed 2 teams in 2 locations
●Transitioned a Call Center department from Service to Service and Process
●Completed mapping for Off-Shore services
●Managed an Off-Shore team in Hyderabad India
EDUCATION
LaGuardia Community College - Long Island City, NY
Associate of Applied Science Degree:
Business Management
CERTIFICATIONS
FINRA Series 99 License - 2012
ACCOMPLISHMENTS
●Managed 2 teams in 2 different locations
●Successfully transitioned a Service team to Service & Process team
●Managed an Off-Shore team
●Resolved product issues through consumer testing
●Collaborated with a team of 25 in the development of UIT Unit
●Investments Trust) system enhancement
●Achieved a system conversation through effectively developing
●Policies and Procedures and staff training
●Completed System Automation for UIT - Next-Gen Platform
SKILLS
●Project Planning
●Motivational Leadership
●Performance Improvements
●Employee Engagement
●Financial Management
●Staff Management
●Business Planning
●Employee Performance Reviews
●Employee Coaching and Mentoring
●Managing Operations and Efficiency
●KPI’s (Key Performance Indicators Tracking
●Google/Microsoft Docs
Contact this candidate