Vice President Customer Service
Resume:
LaNita Perkins
Grand Prairie, TX.
Cell: 469-***-****
*****************@*****.***
A committed dedicated Manager with over 17 years of invaluable experience in managing comprojects. Highly focused with a comprehensive knowledge and understanding of various industries such as site management, sales, risk and customer service management. Self driven, reliable and leads by example with a collaborative approach. Very strong interpersonal skills to engage motivate and encourage others through change.
PROFESSIONAL EXPERIENCE
Publishing Concepts, Dallas Texas
Inside Sales Representative 10/2017- Present
Responsible for taking inbound calls meeting and exceeding sales goals and productivity standards.
• Answer 60 to 100 inbound calls daily
• Support Executive team, Managers and colleagues in providing feedback on call execution processes
• Build and establish rapport with customers to identify their needs
• Adhere to and enforce internal and regulatory policies, procedures and processes
Bank of America, FT. Worth
Vice President- Financial Center Manager II 4/2015- 2/2017
Responsible for building client traffic, engaging and appropriately routing clients and client retention. Responsible for the general look, feel and attractiveness of the center, ensuring space is leveraged to accommodate clients. Responsible for building and maintaining camaraderie amongst center associates, while ensuring all teammates drive collectively toward financial center goals.
• Drive operational excellence by engaging staff on business strategy and performance results
• Execute risk and service delivery strategy, and evaluate key performance indicators to identify opportunities for improvement
• Emphasize the need to exceed metrics while also focusing on long-term strategies and goals
• Adhere to and enforce internal and regulatory policies, procedures and processes
• Proactively identify and manage risk in business, product and service transactions
• Monitor client-calling activities and ensure we develop the proper client engagement
• Successfully resolve customer issues and escalations in a timely and professional manner
• Responsible for associate and customer safety
Bank of America, Plano, TX 5/2012 – 4/2015
Vice President - Sr. Group Operations Manager
Business leader with expertise in directing growth-oriented businesses. Demonstrated strengths in business development operations and auditing process. Proven ability to create value through productivity, revenue, and profit enhancement. Inspirational leader with unrivaled entrepreneurial drive and exceptional communication skills.
• Managing inline processing teams responsible for auditing the Home Loan call centers
• Managing and supporting our Training Liaison/ Urgent Communications/ Plasma Team
• Maintaining strict quality control procedures
• Developing, implementing, and monitoring operation strategies
• Working with the Home Loans project managers to insure consistency with error management
• Monitoring and tracking communication for any gaps that hinder performance with our risk partners
• Developing and implementing clear action plans for staff and managers.
Bank of America, Richardson, TX 11/2010 – 11/2011
Bank of America, Fort Worth, TX 11/2011 – 5/2012
Vice President - Contact Center Site Leader
Implemented coaching and feedback goals as well as provided remarkable supervisory service with great understanding of call center operations. Provided leadership, management, and motivational skills. Highly experienced with successfully driving performance metrics in a large site while managing over 20 Team Managers, 5 Unit Managers who directly support over 500 associates.
• Managed operating systems including technology and facilities
• Implemented product/service standards
•Analyzed operations and efficiency of the call center
• Managed policies, procedures, and operating structure
• Monitored and analyzed reporting unit performance data
• Developed performance strategy presentations for Senior Executives
• Implemented call center operation strategies
• Monitored and developed a Mitigating Risk Plan for the site
• Developed a tracking plan to minimize risk and ensure compliance was being met
Results
• Richardson was the first site to hit 95% adherence and the only site that achieved 95% for the year (#1 in country)
• Successfully changed Richardson's culture by empowering our management team to use positive reinforcement, recognition, and synergy
• Successfully leveraged United Way to build relationships with Richardson's campus senior management team and exceeded our fund raising goal by 200%
Bank of America, Plano, TX 12/2009 – 11/2010
AVP - Mortgage Servicing Unit Manager I
Managed diverse administrative functions for a very large department. Worked with general bank policies, programs, procedures and financial/accounting practices. Also in charge of managing projects, associate training, service quality, process improvement and business continuity.
• Provided leadership to 6 Team Mangers. Mentor to 2 Unit Managers who directly support over 300 associates
• Identified gaps in performance working in concert with Site Leader
• Ensured all KPI’s were “meets and exceeds”
• Managed queue responsibilities for sales and OJT
• Responsible for coaching and sub training
Results
• Established the lowest AHT for the site year to date 385
• Launched the IM tool to be used floor wide, lowered AHT by 10%
• Achieved the highest quality score of all sites, 82% year to date (5796 surveys)
Bank of America Addison, TX 4/2009 – 12/2009
Risk Operations Team Manager
Responsible for the analysis and monitoring of market risks taken within a specific product area. Additional responsibilities include analysis of model risk, analysis and reporting of market risk.
•Managed a team of 20 servicing associates
•Responsible for day-to-day supervision and coaching of the team
•Ensured complete and efficient transactions
•Maintained relationship with manager’s internal business partners to ensure service levels were met
Idearc Media Irving, TX 6/2008 – 4/2009
Premise Representative
Responsible for leading sales, networking relationships and various project projections.
• Led cold calls sales to small businesses
• Developed and maintained strong networking relationships
• Achieved and exceeded daily sales goals
• Managed and reported pipeline and sales projections
Higher Ed Holdings LLS, Dallas, TX 11/2007 – 5/2008
Vice President of Sales
Responsible for hiring, managing staff development and conducting yearly reviews. Monitoring and tracking data analysis, setting sales strategy, and uncovering new markets.
• Responsible for hiring, performance reviews and staff development
• Developed strategies based on trends and data analysis
• Directed inside sales meetings and exceeded daily sales goals
• Responsible for revenue and P&L
• Conducted weekly state of business reviews to executive team and partners
• Responsible for setting sales strategy and uncovering new markets
• Responsible for negotiating multi-year contracts, growing revenue, and developing/maintaining relationships with Superintendents and Education Administrators
Results
• Increased student enrollment by 20%
• Reduced Student drop rate by 34%
Countrywide Home Loans, Fort Worth, TX 8/2005 – 11/2007
Call Center Sales Manager
Led cross-functional management team with P/L responsibility for revenue growth and profitability of strategic, global markets. Directed marketing, operations, sales and quality management.
• Responsible for meeting and exceeding sales goals for Customer Service
• Developed, managed, and communicated all Site sales contests and incentives
• Managed 120 CRS’s 8 Team Leaders
• Worked with dedicated business partners to maximize performance
• Responsible for managing performance metrics for dedicated sales teams
Results:
• Worked on a process improvement team to decrease retention by 30%
• Recognized for Top Performance 2006
EDUCATION
William Chrisman High School Indep. MO. 1977 - 1980
Major: General
Penn Valley College Kansas City, MO. 1980-1981
Major: Marketing
Longview College Lee Summit, MO. 1981-1982
Major: Marketing
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