Assistant Call Center Manager and Operations Leader

KIMBERLY BRATTON

850-***-**** **************@*****.*** Fulshear, United States

EMPLOYMENT HISTORY

Assistant Call Center Manager at Houston Federal Credit Union

January 2023 - May 2026, Sugarland

Provide technical support for Call Center Advocates. Review Call Center Advocates calls weekly to ensure excellent member service. Coach and train Call Center Advocates

Prepare call center reports for senior management. Implement strategies to enhance Member Service satisfaction and loyalty. Develop incentive programs to motivate team and increase team performance. Resolve escalated issues in a timely manner while maintaining high levels of professionalism. Conduct weekly team meetings with Team Leads and Call Center Advocates. Monitor Team Performance Metrics such as average handled time, number of calls handled, and Quality Assurance scores.

Mortgage Processor at Freedom Mortgage Corporation February 2021 - November 2022, Remote

Make welcome calls for new conventional cash out refinance loans Collects borrowers requested documentation and submits information to be reviewed Managed communication both verbally and in writing between loan officers, underwriters, and clients to ensure timely processing.

Uphold compliance with privacy and security requirements. Contact outside sources, references and vendors to verify client financial information. Review loan applications and verify accuracy of borrower information. Branch Supervisor/Collections & Recovery Specialist at Florida State University Credit Union

September 2013 - January 2021, Tallahassee

Encouraged employee development through training, coaching and motivational strategies. Guided employees in handling difficult or complex problems. Conducted regular team meetings to discuss member service issues and set goals for the branch.

Managed day-to-day operations such as scheduling shifts for employees and ordering supplies.

Participated in subordinates' tasks to facilitate productivity or help overcome difficulties. Established performance standards, monitored employee productivity, and provided feedback on performance.

Managed Tellers and Lender

Open accounts and closed loans

Processed wires

Notarized documents

Collected on past due and charged off accounts

Prepared Lawsuits and attended court

Mortgage Loan Processor at Wells Fargo Mortgage

January 2013 - July 2013, Tallahassee

Provided effective communication and a great working relationship with clients. Managed pipeline of 50 loan applications from initial intake through the closing process. Ensured all loan documents were accurate before sending file to Review Team. Teller Supervisor/Direct Banker II at Capital City Bank February 2007 - January 2013, Tallahassee

Leveraged customer service and sales abilities to consistently meet performance goals. Promoted a culture of teamwork and continuous improvement among teller staff. EDUCATION

Diploma in High School

Lincoln High School

August 1989 - June 1993, Tallahassee

Conducted regular audits of teller drawers and bank vault to ensure compliance with regulatory requirements.

Participated in hiring and performance evaluation processes for teller staff. Received and counted daily inventories of cash, drafts and checks. Reviewed loan agreements to confirm completeness and accuracy. Maintained up-to-date knowledge of relevant laws governing consumer lending regulations. Verified client financial information to determine creditworthiness and loan eligibility. Delivered high levels of customer service to facilitate smooth processes. SKILLS

Technical support Team Performance Management

Process improvement Team collaboration Coaching and mentoring Cross-selling Problem-solving Interpersonal communication Call Center Management Coaching and Training

Technical Support Performance Metrics Analysis

Member Service Enhancement Team Leadership

Conflict Resolution Communication Skills Loan Processing Compliance and Regulatory Knowledge Documentation Management

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