Customer Service Human Resources

MISTY COLE

***********@*****.*** 513-***-**** Cincinnati, Ohio 45248

Summary

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Flexible and focused team player with expertise in customer relationship management, HR proficiencies, strategic planning and time management.

Skills

Organizational Development

Training Development

Training and Mentoring

Recruitment

Compliance

Conflict Resolution

Employee Engagement

Corrective Action Planning

Leadership Development

Critical Thinking

Staff Management

Internal Communications

Human Resources Operations

Talent Development

Experience

City of Cincinnati Cincinnati, OH

Emergency Services Dispatch Supervisor

10/2009 - Present

Manages a team of 30 Emergency Services Operator & Dispatchers

Trained over 15 new Operator & Dispatchers, resulting in improved call handling and overall service levels.

Effective crisis management; handling complaints from citizens and department Command Staff

Develop and implement strategies to improve service and operations.

Analyze data and identify trends to improve response times

Track and monitor emergency calls and ensuring appropriate resources are dispatched

Implemented a new computer aided dispatch system/call system, allowing for improved customer service and better data tracking

Create detailed reports to provide to senior leadership regarding daily operations

Ensure compliance with all federal, state, and local regulations.

Daily multi-tasking to ensure citizens receive exceptional customer service and fast response times.

Recruited over 50 employees and assisted with onboarding, corrective action, and performance management.

Fifth Third Bank Cincinnati, OH

Lockbox Account Coordinator

06/2004 – 10/2009

Managed and maintained daily operations of a lockbox account

Processed incoming payments and ensured accuracy of all data entries

Reconciled and balanced lockbox account daily

Answered customer inquiries and resolved all discrepancies.

Monitored and updated account records

Maintained knowledge of banking regulations and banking policies

Maintained accurate and up-to-date records of all transactions

US Bank Cincinnati, OH

Teller Supervisor

05/2001 - 10/2003

Managed 4 employees and ensuring they were maintaining excellent customer service.

Monitored cash drawers to ensure accuracy and compliance with security policies and procedures

Analyzed customer feedback and developed strategies to improve customer service.

Assisted customers with financial inquiries, account open and closing, and other banking services.

Resolved customer complaints with minimal escalation to senior management.

Conducted daily audits to ensure accuracy of tellers’ work.

Trained, mentored, and supervised new tellers on banking procedures.

Performed weekly performance reviews and provided constructive feedback.

Education

Western Hills High School Cincinnati, OH

High School Diploma

Certifications

American Heart Association Cincinnati, OH

CPR

Xavier University Cincinnati, OH

Leadership Training Certification

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