Senior Specialist Essay

1272 Words Mar 9th, 2015 6 Pages
Objective
To accomplish and fulfill my desire to be happy in an environment where I can offer my experiences. To learn more as I grow in audit department which is willing to give me a chance to improve and use many other skills that I have and am willing to learn, if given the opportunity.
Profile
Motivated, personable business professional with college degree and a successful 8-years track record of operation field in call center. Recently completed CMA-Part one course. Dedicate, energetic and motivated team player seeking a career that would enable me to utilize intoaudit field. Ability to work successfully in averseand experience situations. Innovative problem solver, who thrives on challenges excels under pressure and gets the
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 Supports department projects as needed including any special assignments/working hours.
 Evaluates staff on ability to meet performance objectives through continuous coaching and development in a blended environment.
 Contributes to the Call Center management a planning and achievement of goals for Call Center activities on an hourly, shift, daily, and weekly basis.
 Observes calls to ensure proper quality and productivity offering employee coaching and development when necessary and/or required.
 Monitors KPIs and trends to identify areas of opportunity.
 Reviews and evaluates staff on ability to meet those objectives.
 May handle escalated customer complaints upon customer request and utilizes escalations as a method to train and develop staff.
 Volume of productivity of each agent.
 Lead and motivate the team to achieve sales objectives and targeted profitability and to conduct regular team meetings and action to constructive outcome and to brief the team with new initiatives and campaigns
 Ensure staff awareness and adhere to the Bank’s Code of Conduct, Internal related policies and procedures, CBE regulations, Banking Law, AML Law and Secrecy Law.
 Perform any additional related tasks as assigned.
 Participates in the development, implementation and update of all aspects of Customer Service Training.
 Monitor & coach agent’s

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