Chanelle Welcome

• Expertly managed the operations teams, ensuring adherence to company policies and regulatory compliance while driving process enhancements for heightened efficiency.

• Led cross-functional teams to foster collaboration and professional development, achieving organizational goals.

• Prioritized customer satisfaction, swiftly addressing and resolving customer concerns to maintain exceptional service standards.

• Monitored financials, conducted analyses, and implemented cost-control measures to optimize profitability.

• Managed budget and target goals aligned with Business Unit strategy, enhancing cost efficiency across various functions.

• Oversaw Service Level Agreement (SLA) negotiations, aligning with business objectives to ensure stakeholder satisfaction.

• Enhanced business decision-making through robust business intelligence, trend analysis, and data insights for strategic ATM placements.

• Orchestrated and maintained operational accountability for successful campaign and project execution.

• Fostered a service-oriented culture, encouraging innovation and enabling superior client service and administration.

• Implemented systems, processes, and metrics to deliver Business Unit services and measure service levels and client satisfaction.

• Coordinated post-implementation reviews for system upgrades and new product introductions.

• Built and managed relationships with diverse stakeholders, translating strategies into actionable goals with measurable outcomes.

• Ensured compliance with legislative and audit requirements, maintaining governance and operational risk management.

• Maintained safety and risk standards, proactively addressing concerns identified by external regulators.

• Drove the development of innovative cash solutions to penetrate key markets and realize business objectives.

• Advanced the digital agenda to enhance business origination and optimize customer experiences.

• Led corporate relationship initiatives to refine product offerings, pricing, retention, service, communication, and management.

• Negotiated and reviewed legal agreements to manage legal risks and fulfill contractual obligations effectively.

• Developed and presented compelling business cases for new ATM installations to ensure widespread cash accessibility.

• Consistently achieved high customer satisfaction through expedient and effective issue resolution.

• Drive operational excellence by adhering to quality standards in work processes.

• Oversee sales operations, back-office administration, and product offerings in Fleet, Insurance, and VAPS.

• Foster diversity and ensure compliance with policies and procedures.

• Align customer service solutions with the operational business plan.

• Ensure team proficiency in Fleet systems and adherence to business processes.

• Manage client expectations and contribute to cost efficiencies.

• Oversee performance management within the team.

• Engage in development activities for self and team enhancement.

• Implement continuous process improvement for operational effectiveness.

• Manage expenses within the approved budget to optimize cost efficiencies.

• Address customer queries promptly and within set timelines.

• Ensure governance compliance with legislative and audit standards.

• Deliver proactive, innovative customer service exceeding expectations.

• Maintain objective relationships with a broad range of stakeholders.

• Supervise team proactively to prevent customer service breakdowns.

• Provide efficient operations and administration service with timely planning and reporting.

• Track and influence operational activities to enhance efficiencies.

• Report on operational progress in alignment with strategic objectives.

• Manage team capacity and skills for optimal operational and service standards.

• Lead performance and skills development to foster innovation and competency growth.

• Drive cross-departmental collaboration with Sales, Marketing, and Product Development to optimize customer experiences and effectively address client needs.

• Implement and oversee Quality Assurance protocols to ensure high standards of customer service and consistent interaction quality.

• Manage and resolve escalated customer issues, coordinating with relevant teams for prompt and effective solutions.

• Cultivate open communication within the team, maintaining alignment with organizational goals and objectives.

• Establish and enforce clear performance benchmarks, aligning team efforts with company objectives to foster success.

• Champion a positive work culture that encourages teamwork, innovation, and ongoing professional growth.