Customer Support Leader with 20+ Years Experience
Resume:
Patty Simons
Greenville, NC *****
***********@******.***
Experienced Manager with over 20 years in Quality Assurance and Operations within financial and telecom sectors. Proven track record in developing, organizing, and managing processes from inception to execution. Known for possessing the highest level of integrity, with leadership consistently affirming the clarity of my expectations regarding Quality Assurance and agent performance. Recognized for effective communication, creative problem-solving, critical thinking, and change management skills. Strong background in customer service.
PROFESSIONAL EXPERIENCE
Customer Relationship Supervisor (Hyster-Yale) (2024-present)
In this role, I began with the inbound Fleet Team, managing work orders and dispatching dealers on behalf of our customers. Five months into my role, I was transitioned to build three new teams to support the alignment requested by our senior leadership. Additionally, I was tasked with being part of a committee responsible for creating guidelines around responsiveness. These guidelines will be rolled out to the organization with the support of both of our CEOs.
Key Contributions:
Manage a team of 8 Support agents overseeing 3 different portfolios within our Customer Relationship Center.
Develop and implement SLAs for both inbound and outbound call centers.
Establish processes for the team to support our newly created field-based team to support our Dealer Network.
Create procedures for the team to handle HY800 calls.
Develop communication protocols for the team to update Dealers and Customers based on milestones in their build process.
Ensure the team meets all SLA’s, including answering all calls within 30 seconds and responding to all inquiries within 2 hours.
Operations Manager (Victra) (2023-2024)
Promoted to Operations Manager in January 2023. Developed and led the new Operations team while continuing to manage the QA team and oversee the QA process. Successfully transitioned the QA team from our onshore facility to our BPO. In August 2023, shifted focus from managing the Operations team to fully dedicating efforts to enhancing the Quality Assurance program, with a directive to expand and strengthen it to support the company's growth.
Key Contributions:
Managed a team of 18 Quality Analysts in the Philippines.
Host outlier huddles with Supervisors who have less than an 80% for the pay period on the Quality Score.
Host outlier bootcamp sessions for agents who have than an 80% Quality Score.
Manage our commission file including a review before submission and serve as the single point of contact for all payroll adjustments each pay period.
Served as Project Manager as we exited lines of business from our portfolio.
Served as Project Manager as we onboarded new lines of business to our portfolio.
Manage a team of 3 Operations Coordinators in the Contact Center.
Responsible for all Operational aspects of the Contact Center.
Plan and host engagement activities for all employees.
Responsible for all site communications including email, chat, TVs, and promotional materials in the Contact Center.
Serve as the single point of contact facilitating a smooth transition between our training team and our production team as we transition our trainees to the production floor.
Serve as the Point of Contact when the VP is out of the center.
Operations Coordinator (Victra) (2022-2023)
Received a promotion to Operations Coordinator in March of 2022. In this role I began to support our newly launched Verizon Care line of business operationally while continuing to manage the QA team and own the QA process.
Key Contributions:
Managed system outages at both the agent and site level
Lead calibration sessions both internally and with our Verizon partners
Served as Project Manager for 2 pilot programs
Built readout decks weekly for our Verizon partners that consisted of pipeline information, training calendar updates, current agent headcount and all KPI’s. I was prepared to speak to all aspects of the performance readout decks that were provided.
Managed completions for all training courses. Took our team average from less than 10% to 100% once I took over the process.
Served as the point of contact between our line of business, the training team and our HR department for all separations that took place while our agents were in training and nesting.
Served as the SME when reviewing platforms for QA and a new telephony system from an operational and quality perspective.
Quality Assurance Supervisor (Victra) (2020-2022)
Detail oriented Supervisor responsible for all quality initiatives. Includes driving quality control standards across the center as well as designing and implementing all QA standards. I was hired to build the Quality Assurance program for the newly established Call Center.
Key Contributions:
Build QA scorecards and processes for each line of business within the Victra Contact Center.
Collaborated with our IT team with the concept and vision on Quality Score visibility. This led to the creation of a SharePoint Site that feeds to a PBI dataset. This is visible not only to our agents but to our leadership team.
Audit calls for quality assurance and compliance.
Deliver QA scorecard content to our training classes.
Lead calibration sessions for each line of business as well as participate in calibration sessions led by our Verizon partners.
Financial Associate (Taft Family Offices) (2019-2020)
Highly organized and detail-focused financial associate who supported the Principal, CFO and controller of a family-owned business. Includes processing of accounts payable, accounts receivable, payroll, payroll taxes, general ledger postings, property taxes, bank account reconciliations, credit card invoicing and reimbursement.
Key Contributions:
Processes accounting with QuickBooks for 19 Taft owned companies.
Managed Taft owned vacation rental properties.
Managed Taft owned airplane, which consists of processing the pilot’s payroll and taxes, FAA required drug testing, trip report reconciliations and credit card reconciliations/payments.
Reconciled approximately 32 bank accounts monthly.
Loan Servicing Specialist 5 (Quality Assurance Team) (Wells Fargo Dealer Services) (2011-2019)
Supported Commercial Lending Services within our Quality team. Completed the Quality Assurance for our commercial loan products such as floor plan, lines of credit, and term loans including real estate and construction. I also completed the QA for all applicable items within Research Control/Production/Loan Documentation Collateral Management Review and Loan Documentation Collateral Management Creation also including UCC’s and insurance. Participated in and led monthly QA team conference calls. Participated in functional team huddles to provide QA tracking and trending and improvement opportunities. I have also served as a department representative, Co-Chair and Chair of TMAT (Team Member Activities Team) for the Winterville Operations Center.
Key Contributions:
Served as back up to the QA manager in her absence.
Lead projects including creating a QA database to replace our current process.
Assist with research for audit testing.
Lead conference calls, virtual meetings, and meeting sessions to teach new material.
Maintained QA pipeline.
Completed monthly and quarterly title audits.
Completed daily/monthly reports.
Assisted in training new team members.
Provided coaching to team members in our functional groups assisting with executing the requested task and completing corrections.
Served as an SME (subject matter expert) for different systems of record.
Responsible for making sure all policies and procedures adhere to compliance/risk.
Responsible for updating Policies and Procedures and the corresponding checklists
Collector 3 (Wells Fargo Dealer Services) (2008-2011)
Supported and maintained the portfolio that was assigned to me by meeting monthly goals. Initiated outbound and answered inbound calls to negotiate account resolution. Supported our back-end collectors for accounts that were out for repossession. I worked both local and National portfolios.
Key Contributions:
Performed skip tracing.
Completed deferment requests.
Collected payments.
Took escalated calls as 2nd voice.
Reviewed units to be sent for repossession review and routed for repossession.
Helped customers with Military relief- gathered information to send to have account coded.
Assisted in training of new hires.
Toddler Teacher Lead (Grants Pass SDA preschool and daycare) (2006-2008)
Planned and implemented activities to meet the physical, emotional, intellectual and social needs of the children in the program. Worked with parents to ensure they had healthy and nutritious snacks and lunches. Provided adequate activities to meet the children’s needs. Prepared curriculum to be taught to the children. Was responsible for my staff/assistants.
Key Contributions:
Ensured all equipment was cleaned, maintained and safe at all times.
Created the daily schedules for the kids.
Developed cultural, academic and physical concepts to the children’s curriculum.
Enforced acceptable discipline policies and procedures.
Ensured all staff were familiar with emergency procedures and set up monthly drills for practice.
Ensured my staff was current on all licensing at all times.
Activities Director (Countryside Village) (2005-2006)
Key Contributions:
Planned all activities for the residents of the community including Holiday celebrations.
Contacted performers and coordinated the event with multiple partners within the Retirement Community.
Manager on duty for the entire community on Sunday’s and Monday’s. Served as a back-up manger when executive director was present.
Participated in daily management meetings.
Was responsible for keeping a ledger of all my expenses related to my department and had a budget that I was required to stay under.
Savings Representative (Evergreen Federal Savings and Loan) (2000-2006)
Key Contributions:
Completed basic teller transactions including deposits/withdrawals for retail and business accounts.
Opened and closed retail/business/IRA accounts.
Opened and closed branch.
Traveled to other branches to provide coverage and fill in other positions.
Completed weekly balancing of traveler’s checks.
Balanced the ATM daily.
Ordered and sent cash to the feds.
Balanced my cash drawer and checks daily as well helped other tellers find their outages.
Daily balancing of our GL accounts.
Was responsible for creating new information packets and how to instructions as policies and procedures changed for others to use.
Was responsible for putting together and presenting educational seminars for customers and the public.
Was a notary public.
Participated on committees.
Delivered the new teller/savings representative training.
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