Amanda Turner
Whitefish Bay,WI
Summary
Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor, and manage high-performance teams in fast-paced environments. Proven leader, effective communicator, and strategic problem solver. Personable and decisive with expertise in diplomatic conflict resolution and addressing complex customer needs. Articulate, enthusiastic, and results driven with a strong record of accomplishment of maintaining customer satisfaction and driving company success.
Overview
8
8
years of professional experience
Work History
Contact Center Supervisor II
Nelnet, Sloan Servicing
10.2021 - Current
- Coach and mentor, a team of up to 20, monitoring metrics to ensure high performance
- Assist with hiring and termination processes
- Instrumental in building the email and escalated solutions teams at Sloan.
- Oversee CFPB, BBB, Ombudsman, and Presidential Complaints
- Report on privacy incidents and congressional/attorney general reporting
- Created a positive work environment, fostering strong teamwork and agent engagement.
- Supervised and tracked phone and email activity using various contact center applications and software tools.
- Ensured compliance with company policies and procedures, maintaining the highest level of professionalism within the team.
- Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
Advisor
Great Lakes Education Loan Services
10.2016 - 10.2021
- Led and managed customer interactions, 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
- Peer Advisor, facilitating new hire training and engagement workshops through The Academy of Engagement.
Education
Bachelors of Science in Social Work - Substance Use Disorders
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
- Superior Time Management and Organizational Skills
- Proven Leadership and Decision-Making Expertise
- Experienced in fostering a diverse and inclusive work environment through effective DEI (Diversity, Equity, and Inclusion) strategies
- Effective coaching
- Compliance knowledge
- Call Monitoring
Timeline
Contact Center Supervisor II
Nelnet, Sloan Servicing
10.2021 - Current
Advisor
Great Lakes Education Loan Services
10.2016 - 10.2021
Bachelors of Science in Social Work - Substance Use Disorders
Mount Scenario College
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