Jo-Ann Dick

• Developed quality employees within call center to take over leadership positions.
• Determined quality assurance benchmarks and set standards for improvement.
• Established and oversaw performance targets for call center associates.
• Created clear and effective policies governing all aspects of employee work and interaction with customers.
• Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
• Established relationships and touch points with clients to promote retention.
• Demonstrated exceptional knowledge of process optimization in relation to profit and loss.
• Developed and rolled out new policies designed to bolster productivity and reduce overall costs.
• Mitigated business risks by working closely with staff members and assessing performance.
• Developed and implemented high-quality work environment as measured through employee satisfaction ratings.
• Assisted in recruiting, hiring and training of team members.
• Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
• Trained new employees on proper protocols and customer service standards.
• Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
• Developed and optimized organizational systems to boost efficiency and keep operations scalable and agile for changing demands.
• Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Scheduled employees for shifts, taking into account customer traffic and employee strengths.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.

• Used consultative sales approach to understand customer needs and recommend relevant offerings.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Processed debit and credit card and electronic check payments.
• Engaged in learning and development opportunities to promote continued performance improvement.
• Assisted customers by answering questions, responding to inquiries and handling telephone requests.
• Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
• Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Resolved concerns with products or services to help with retention and drive sales.
• Trained staff on operating procedures and company services.
• Promptly responded to inquiries and requests from prospective customers.
• Increased efficiency and performance by monitoring team member productivity and providing feedback.
• Educated customers about billing, payment processing and support policies and procedures.
• Reduced process inconsistencies and effectively trained team members on best practices and protocols.
• Enhanced productivity levels by anticipating needs and delivering outstanding support.

• Used consultative sales approach to understand customer needs and recommend relevant offerings.
• Maintained sense of urgency in answering customer questions and requests through email or voice message.
• Cultivated lasting rapport with key industry clients by providing accurate pricing and credit terms to meet customer objectives.
• Boosted sales by conferring with customers to evaluate purchase requirements and recommend best-fit company offerings.

Approve, Validate , Verify Frontline Tellers terminals and activities

Ensure adherences to service standards by team members &self

Deal with client queries, complaints with urgency

Manage costs

Networking with various clients, building relationships

Action Teller reports

Manage end – end Teller process

Signing off Teller Audit roll at end of day

Train , coach and develop Tellers , enhancing performance

• Delivered clerical support by handling range of routine and special requirements.
• Completed clerical tasks such as filing, copying and distributing mail.
• Interacted with customers by phone, email or in-person to provide information.
• Oversaw automated tracking and documentation of data, client correspondence and office operations.
• Developed correspondence letters, memos and emails.
• Arranged rapid office equipment repair and maintenance with vendors.
• Promptly received and forwarded incoming communications, such as phone calls, emails and letters, to appropriate staff.
• Fostered operational efficiency and compliance with company policies through effective coordination of office activities.

Processing of bulk deposits

Receiving cash and checking cash out for processing teller functions, adherence of policies and procedures

Maintain a good balancing record and accurate cash