Microsoft Office 365
Alicia Hoskins
Portage,MI
Summary
Proven leader with extensive experience in customer service, excelling in staff development and relationship management. Spearheaded performance management programs, enhancing team productivity by 30%. Skilled in strategic planning and business development, consistently achieving organizational goals through effective team leadership and staff training. Well-organized, proactive and adaptable to changing markets.
Overview
17
17
years of professional experience
Work History
Assistant Branch Manager
Kalsee Credit Union
12.2023 - Current
- Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals.
- Managed employee schedules, balancing individual requests and requirements with business needs.
- Submitted loan applications to underwriter for verification and recommendation.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Trained and developed new team members in alignment with branch service standards and objectives.
Member Service Representative
Kalsee Credit Union
11.2022 - 12.2023
- Submitted loan applications to underwriter for verification and recommendations.
- Originated, reviewed, processed, closed, and administered customer loan proposals.
- Developed strong relationships with customers through high levels of customer service.
- Identified opportunities to cross-sell and upsell loan products to customers.
- Assisted clients with improving financial health by counseling on issues such as credit, excessive spending, and borrowing.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responsible for demonstrating excellence in member service, which requires member focused problem-solving skills and the ability to formulate creative solutions.
Training Coordinator
AT&T
10.2013 - 02.2022
- Developed lesson plans, instructional materials and written practice tests for new hires.
- Facilitated virtual, in-person and blended learning sessions.
- Designed and delivered web-based, self-directed learning materials.
- Developed and executed performance management programs to increase employee engagement and productivity.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Assessed skill gaps for employees in both outbound and inbound departments and developed trainings to meet identified needs.
- Provided coaching and mentoring to employees.
- Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching and managing to enterprise targets
- Assisted human resources and recruiting teams by scheduling phone screens and on-site interviews and planning recruitment related events.
- Maintained optimal staffing levels by tracking vacancies and initiating recruitment and interview processes to identify qualified candidates
Customer Service/Sales Representative
AT&T
07.2007 - 10.2013
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Developed, maintained and utilized diverse client base.
- Managed fast-paced call center work to assist high volume of daily customers using multiple internal databases and systems.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
Education
Bachelor of Science - Criminal Justice & Sociology
Western Michigan University
Kalamazoo, MI06.2007
Skills
- Staff Development
- Performance Management
- Strategic Planning
- Business Development
- Staff Training and Development
- Team Leadership
- Key Performance Indicators
- Schedule Preparation
- Verbal and written communication
- Customer Relationship Management (CRM)
Software
Timeline
Assistant Branch Manager
Kalsee Credit Union
12.2023 - Current
Member Service Representative
Kalsee Credit Union
11.2022 - 12.2023
Training Coordinator
AT&T
10.2013 - 02.2022
Customer Service/Sales Representative
AT&T
07.2007 - 10.2013
Bachelor of Science - Criminal Justice & Sociology
Western Michigan University
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