Part-Time Customer Service Leadership Candidate

Kevin Bodkin

**** ****** ** #***

Crescent Springs, Kentucky 41017

859-***-****, ***********@****.***

Unit Manager, Costco Sales and Service

Citigroup

August 2015 to May 2022

• Assisted with the startup of the newly acquired Costco Credit Card Portfolio

• Assisted in interviewing over 500 applicants to hire 200 during the start-up

• Training focus: increased employee training participation by partnering with the training department to ensure all aspects of the curriculum were current and updated for the class.

• Recipient of the Quality Excellence Award for new initiatives with our training department for Costco Onboarding

• Manage, Coach, and deliver feedback to up to 20+ agents

• Continue to produce one of the top-performing teams' month over month in sales and NPS

Traveling Manager

Citigroup

March 2017 to October 2017

• Selected to oversee training, the successful launch, and the completion of third- party vendor support of Costco Rewards call volume

• Trained six vendor managers in NICE, Aspect, Medallia, Compliance, and Call Scoring models and other Citi programs

• Partnered with Convergys operations team to oversee daily call calibrations, manager meetings to review previous days' metrics, and listening labs for agents

• Oversaw training of 100+ phone agents

• Manager on Call for a seven-day operation until project completion

• Created TSP Training; trained agents to travel to Florida

• Responsible for traveling agents' weekly schedules, transportation, daily needs, and assigning responsibilities

• Researched and negotiated pricing for lodging to house 11 employees traveling to Florida for up to five months

Small Business Manager

Citigroup

February 2014 to August 2015

• Manage, Coach, and deliver feedback to up to 20+ agents

• Continue to produce one of the top-performing teams' month over month in sales and NPS

• Worked in numerous portfolios, including bankcards, oil, and retail; worked on numerous stages of delinquency; negotiated payment plans and settlements.

• Trained Small Business Agents on additional updates

• Subject Matter Expert assisted training for numerous new hire classes

• Continue to produce one of the top-performing teams' month over month in sales and NPS

Unit Manager

Cincinnati Bell Telephone Company - Cincinnati, OH 1979 to 2013

• Responsibilities included coaching, developing, and managing sales representatives to reach and exceed monthly sales goals

• Perform daily operations to optimize the effectiveness of the Order Support Team in generating potential revenue or cost savings while meeting the business's needs.

• Responsibilities also included managing the Directory production of all Cincinnati/Northern Kentucky books for Residence, Business, and Government. All directories were produced ahead of schedule, under budget, and with a 99.9% accuracy rate.

Education

High school diploma

Ludlow High School - Ludlow, KY

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