Amanda Turner
Fox Point,WI
Summary
Well organized, accomplished Supervisor with extensive experience in the student loan industry. Proven leader, effective communicator, and strategic problem solver adept at managing diverse teams and addressing complex customer needs. Proficient in various software and database management. Articulate, enthusiastic, and results-driven with a strong track record of maintaining customer satisfaction and driving company success.
Overview
14
14
years of professional experience
Work History
Contact Center Supervisor II
Sloan Servicing
10.2022 - Current
- Directed, guided, coached and mentored team of up to 50 agents and surpassed individual and corporate goals
- Assist with hiring and termination processes
- Increased first call resolution rates by implementing best practices in problem-solving and communication techniques
- Instrumental in building email and escalated solutions teams
- Oversee CFPB, BBB, Ombudsman, and Presidential Complaints
- Report on privacy incidents and congressional/attorney general reporting
- Serve as Co-Chairman of The Board on company's Associate Resource Group
- Member of Premiere Employer, planning, organizing, and facilitating Supervisor Symposiums
- Instrumental in development of, and implementation of, company's associate development program
- Member of company's Gamification platform team, assisting with organizing and sending out answers to the question of the day.
- Developed strong relationships with other department leaders to promote collaboration towards shared company goals
Advisor V
Great Lakes Educational Loan Services
10.2016 - 10.2022
- Led and managed over 80 customer interactions, per day, providing comprehensive support and follow-up for complex inquiries
- Utilized advanced communication, conflict resolution, and de-escalation skills to enhance borrower understanding and aid in decision-making
- Delivered accurate, insightful resolutions to borrower, ensuring compliance with laws, regulations, and policies
- Maintained integrity of sensitive information and data
- Spearheaded continuous process improvement initiatives
- Acted as Peer Advisor, facilitating new hire training and engagement workshops.
- Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times
Residential Energy Expert
Xcel Energy
11.2010 - 08.2016
- Subject matter expert on Residential Renewable Energy billing and credits
- Skilled at working independently and collaboratively in team environment
- Provided outstanding service to customers by attending closely to concerns and developing solutions
- Recommended improvements to products and services to mitigate complaints
- Conducted over 20 renewable energy 'town hall' meetings to garner community support of, and enrollment in, residential energy solutions
- Relayed productive customer feedback to marketing teams
- Trained over 100 employees on procedures and policies to maximize team performance.
Education
Master of Science in Social Work -
Mount Scenario College
Ladysmith, WI05.2000
Skills
- Exceptional Customer Service Leadership
- Advanced Conflict Resolution and De-escalation Techniques
- Strategic Team Building and Collaborative Leadership
- Strong Analytical and Critical Thinking Abilities
- Workforce Management
- Superior Time Management and Organizational Skills
- Compliance knowledge
- Proven Decision-Making Expertise
Timeline
Contact Center Supervisor II
Sloan Servicing
10.2022 - Current
Advisor V
Great Lakes Educational Loan Services
10.2016 - 10.2022
Residential Energy Expert
Xcel Energy
11.2010 - 08.2016
Master of Science in Social Work -
Mount Scenario College
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