Amanda McCollum Lyon
Harrington,DE
Summary
Adept Digital Communications & Support Specialist with a proven track record at M&T Bank, enhancing customer satisfaction and streamlining operations. Excelled in training and coaching, underpinned by strong problem-solving abilities. Achieved significant improvements in efficiency and service quality, demonstrating exceptional relationship-building and incident management skills. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
26
26
years of professional experience
Work History
Digital Communications & Support Specialist
M&T
Millsboro, DE
10.2021 - 02.2024
- Company Overview: http://mtb.com/
- ProvideD coaching and support to less experienced personnel responding to customer inquiries and requests
- Serves as work leader for responding to telephone research requests from the Contact Center, customer letters, merchant authorization hold releases and merchant error letters
- Manages issues and escalated problems that cannot be resolved during the initial interaction which may involve exception process research and coordination with operations teams and/or product management for Retail and Business Banking deposit, loan and online products
- Collects daily statistical information for management reporting purposes
- Provides direct support to less experienced representatives by assisting with research requests, identifying training needs and providing on-the-job coaching
- Provide support for less experienced personnel by serving as a secondary escalation level to resolve internal or external customer issues by further researching customer complaints
- Identify training needs when providing support and provide on-the-job coaching during escalated item interactions
- Complete coaching sessions and silent monitoring on an assigned number of agents monthly to ensure appropriate and compliant completion of responsibilities
- Monitor daily work-flow by tracking incoming requests from system-generated reports; compile and provide reporting to management
- Monitor aging items to ensure emails are answered within desired service levels to support customer satisfaction
- Ensure accuracy of procedures, along with their regular testing to support accuracy of activities completed
- Recommend procedural changes and participate in implementation of procedural and work process changes to enhance efficiency and service
- Schedule and distribute work assignments such as required training and special projects to assigned team, adhering to management's directives
- Identify template updates for responses to inquiries received through Online Banking, mtb.com, chat and customer letters; modify, send for appropriate approvals and track completion prior to updating template libraries
- Participate in department team meetings to communicate department and management objectives to unit
- Serve as liaison between unit and management based on employee interactions and coaching sessions
- Interpret and direct customer letters and documents received through US mail for internal processing
- Identify risk-related issues needing escalation to management
- Create written communications to customers
- Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite
- Promote an environment that supports diversity and reflects the M&T Bank brand
- Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable
- Complete other related duties as assigned
- Http://mtb.com/
Contact Center Response Representative
M&T Bank
Millsboro, DE
10.2009 - 10.2021
- Responds to secure emails through M&T Online Banking, from customers regarding their personal and business accounts
- Responds to customers emails within 2 business days and investigates inquiries in reference to deposit accounts, Installment Loan accounts, Line of Credit accounts, and Business and Retail Credit Card accounts
- Reaches out daily to internal departments to resolve customer concerns
Customer Sales Representative
Verizon
Salisbury, MD
05.2008 - 09.2008
- Taking inbound calls from Verizon Home customers regarding their local and long distance telephone number, assisted customers with purchasing of home telephone products
Division Manager
Guardian Construction
Harrington, DE
02.1998 - 07.2007
- Managed underground utility construction division
- Recruited, hired, supervised all employees for the division, including utility construction employees, office administrators, field supervisors, and mechanics
- Responsible for the daily operations of division including approx., 100 employees, responsible for safety program and insuring that division met all local, state, and national safety and employment laws
- Oversaw budget for the division and contracts for all customers
Education
Bachelor of arts - Liberal Arts with concentration in History and Sociology
Massachusetts College of Liberal Arts
North Adams06.1994
Skills
- Excellent problem-solving skills
- Training and coaching
- Strong written and verbal communication skills
- Detailed-oriented
- Empathy and patience
- Customer engagement
- Recordkeeping skills
- Activity planning
- Escalation handling
- Data entry
- Relationship building
- Documentation and reporting
- Incident management
Websites
Activities
- Small business owner of Equine Management Company specializing in AQHA Breed Show Management and Road Sales of Horse Tack Equipment
- Small business owner of Show Pig Breeding Farm
- Board Member of Southern Maryland Quarter Horse Association
- Advisory Board Member of Cape Henlopen FFA Swine Program
Affiliations
- Foster, Transport, and Volunteer with Grass Roots Dog Rescue
- Former Advisory Board Member of Cape Henlopen FFA Swine ProgramSmall business owner of Equine Management Company specializing in AQHA Breed Show Management and Road Sales of Horse Tack Equipment
Former Small business owner of Show Pig Breeding Farm
Timeline
Digital Communications & Support Specialist
M&T
10.2021 - 02.2024
Contact Center Response Representative
M&T Bank
10.2009 - 10.2021
Customer Sales Representative
Verizon
05.2008 - 09.2008
Division Manager
Guardian Construction
02.1998 - 07.2007
Bachelor of arts - Liberal Arts with concentration in History and Sociology
Massachusetts College of Liberal Arts
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