ANA HEALY
Westerly,RI
Overview
25
25
years of professional experience
Work History
Customer Experience Leadership Coach
Chelsea Groton
Groton, CT
07.2016 - Current
- Serve as an advocate for customers internally, providing feedback to cross-functional teams on ways to improve the customer experience
- Manage the process for content development and implemented models to evaluate the quality of materials and development
- Partner with Retail Banking managers to oversee performance management of their teams, provide coaching opportunities to ensure sales/retention and goals of all financial metrics
- Represent the voice of the customer in company-wide initiatives
- Stay up to date on industry trends and best practices and shared that knowledge with the Retail Banking team
- Plan, organize, and deliver sales/service skill development activities to new team members and/or recently promoted employees through hands-on mentoring and coaching (classroom, branch, virtual, or in a department)
- Enhance service skills, behaviors, and strategies of assigned Retail Banking team members, conducting regular coaching and skill-builder sessions in a group or one-on-one to improve performance and achieve long-term business objectives
- Model and coach to in-branch customer engagement standards with or without the use of technology
- Develop performance improvement plans – acting as an advisor, a guide, and a coach in tandem with management
- Provide the highest service and responsiveness to Retail Banking Branches, internal departments, and customers
- Assist, lead and coordinate the completion of sales& services projects and administrative tasks within the Retail Banking Department
- Review bank policies and procedures recommending changes to Retail Banking Director
- Assist with implementing core system upgrades and patches, communication, testing, and training
- Work closely with the Retail Banking Director, Regional Managers, and Training Department to serve as a liaison coordinating projects and activities with all levels within Retail Banking and other departments.
- Researched current trends in the field of executive coaching and shared insights with clients.
- Developed strategies for improving organizational culture through enhanced leadership practices.
- Recommended resources such as books, articles, videos., that would benefit client's growth in leadership roles.
- Engaged in conversations with clients about real-world challenges they were facing in their professional lives.
- Prepared presentations outlining strategies for successful team dynamics and conflict resolution.
- Advocated for diversity and inclusion within corporate structures at all levels of the organization.
- Conducted regular status meetings with internal teams and external partners to track progress against established milestones.
- Participated in cross-functional teams responsible for developing innovative solutions for complex problems.
Customer Retention Manager
MetLife
Warwick, RI
05.2014 - 07.2016
- Led the Retention Team from its inception to present setting strategies to increase customer retention rates through effective communication and relationship management
- Responsible for developing and introducing the Retention Department's metrics and functions managing all facets of the customer relationship including identification, acquisition, engagement, retention, and turnover
- Responsible for forming a team that makes a difference in every customer interaction creating personalized customer experience based on each customer’s unique needs and preferences
- Defined Retention requirements for partners as well as assisted partners in strategies and implementation
- Analyzed customer data to identify trends across various demographics
- Work closely with operations, training, technology, and quality & assurance to support the Retention initiatives
- Accountable for exceeding MetLife's Auto & home customers Retention goal for 2015
- Responsible for creating the Retention call monitor document in partnership with quality & assurance
- Responsible for training staff on developing sales excellence program (DSE), DSE certified coach – Coach and mentoring Retention Specialist - set team goals and objectives, and monitor progress against those goals
- Develop and deliver account reviews, presentations, and other communications to executive stakeholders
- Successfully led and executed complex projects (not necessarily Retention related)
- Developed and implemented customer retention strategies to reduce churn rates.
- Created incentives programs aimed at increasing customer engagement.
- Tracked key performance indicators related to customer retention efforts.
Call Center Manager
Charter Oak Federal Credit Union
Groton, CT
03.2012 - 05.2014
- Responsible for creating and introducing call center metrics, audit model, phone protocols, and etiquette to bring an underperforming call center into a world-class call center
- Manage a team of Customer Success Managers, providing guidance, mentorship, and coaching
- Hire, train, and develop team members, fostering a positive and productive working environment
- Set team goals and objectives, and monitor progress against those goals
- Prepare and manage departmental budget
- Accountable for maximizing call center revenues, sales, customer satisfaction, staffing, and minimizing operating losses
- Deployed resources to optimize individual and team performance
- Responsible for call center compliance with credit union policies, procedures, and operational integrity
- Communicated promotional campaigns and product initiatives
- Created and managed the call center team business plan
- Represented the credit union in local community organizations
- Coached and trained staff as needed
- Workplace workout facilitator -improving team and business performance by helping you to find the solution, realize an opportunity and grow as a team
- Created and implemented procedures for handling customer inquiries and complaints.
- Developed and maintained a team of call center representatives to meet performance standards.
- Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
- Ensured compliance with relevant laws, regulations and policies related to customer service operations.
Branch Manager
Citizens Bank
Pawcatuck, CT
03.2011 - 03.2012
- Managed all functions, including staff of the branch
- Proactively manage customer financial health, identifying risks and issues early and developing mitigation plans
- Establishing individual associate growth and performance goals, as well as developing new and veteran managers and associates
- Accountable for maximizing branch revenues, sales, customer satisfaction, branch staffing, and minimizing operating losses
- Deployed resources to optimize individual and team performance
- Communicated promotional campaigns and product initiatives
- Maintained and developed relationships with existing small business customers
- Created and managed to branch business plan
- Conducted performance reviews for staff - coached and trained staff as needed
- Represented the bank in local community organizations
- Workplace workout facilitator -improving team or business performance by helping you to find the solution, realize an opportunity, and grow as a team
- Drive customer renewals and expansion opportunities by ensuring customers are achieving their desired outcomes
- Understand customer needs and objectives, and work with them to ensure successful product adoption and utilization
- Directed daily operations of the branch, including customer service, human resources, sales and marketing activities.
- Developed strategies to increase customer satisfaction and loyalty.
- Conducted regular performance reviews for all employees in the branch.
- Monitored financial performance of the branch on a monthly basis.
- Worked cross-functionally to plan and establish branch goals, supporting strategic objectives.
Customer Service Call Center Manager
Citizens Bank
Cranston, RI
07.2008 - 03.2011
- Accountable for maximizing phone bank revenues, sales, customer satisfaction, staffing, and minimizing operating losses
- Deployed resources to optimize individual and team performance
- Responsible for phone bank compliance with bank policies, procedures, and operational integrity
- Communicated promotional campaigns and product initiatives
- Created and managed the phone bank team business plan
- Represented the bank in local community organizations
- Established key performance indicators for tracking the success of the team's efforts in meeting organizational objectives.
- Workplace workout facilitator -improving team or business performance by helping you to find the solution, realize an opportunity, and grow as a team.
- Managed day-to-day operations of customer service call center, including staffing, scheduling and performance management.
- Developed and implemented customer service policies and procedures to ensure consistent high quality service delivery.
- Trained staff on proper techniques for handling incoming calls and resolving customer inquiries.
- Monitored and analyzed customer feedback data to identify areas for improvement in customer service processes.
- Assessed call center performance metrics such as average wait time, first call resolution rate, abandonment rate and quality scores.
Education
Citizens Bank Workplace Workout Facilitator Training -
Citizens Bank
Rhode Island09.2009
Bachelor of Arts - Social Communication, Advertising and Marketing
Methodist University of Sao Paulo
01.2002
Certificate III in computer and Business -
Clarendon Business School
12.1999
CSFM -
CT School of Finance and Management
Citizens Bank Citizens Bank Lean Six Sigma Training -
Skills
- Leadership/Communication skills
- Process improvement
- Collaborative multi-unit operations leader
- Empathy
- Problem Solving
- Project Management
- Strategic and Tactical Planning
- People Leader
- Results-oriented
- Strong Relationship Building
- Risk Management and Regulatory Compliance
- Excellent Time Management Skills
- Management Consultation
- Job Skill Building
- Relationship Building
- Strategic Marketing
Languages
English
Native/ Bilingual
Portuguese
Native/ Bilingual
Summary
Innovative project and people leader with a record of developing and implementing customer retention and expansion initiatives and strategies that achieve significant results. Proven ability to identify customer needs and align company resources to deliver a superior internal and external customer experience. Passionate about optimizing the customer experience and engagement to drive results. Builds high-performing customer-centric teams by hiring, developing, and motivating skilled professionals.
Timeline
Customer Experience Leadership Coach
Chelsea Groton
07.2016 - Current
Customer Retention Manager
MetLife
05.2014 - 07.2016
Call Center Manager
Charter Oak Federal Credit Union
03.2012 - 05.2014
Branch Manager
Citizens Bank
03.2011 - 03.2012
Customer Service Call Center Manager
Citizens Bank
07.2008 - 03.2011
Citizens Bank Workplace Workout Facilitator Training -
Citizens Bank
Bachelor of Arts - Social Communication, Advertising and Marketing
Methodist University of Sao Paulo
Certificate III in computer and Business -
Clarendon Business School
CSFM -
CT School of Finance and Management
Citizens Bank Citizens Bank Lean Six Sigma Training -
Volunteer interests
- SUFA - Westerly RI Stand up for Animals Fundraiser
- Westerly Elementary School Volunteer
- Pawcatuck Neighborhood Center Volunteer
- Westerly Youth Soccer - Volunteer