Summary
Overview
Work History
Education
Skills
Timeline
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Andrea Goodlett

New Castle,United States

Summary

Detail-oriented team player with strong organizational skills. Experienced in handling multiple projects simultaneously while maintaining a high degree of accuracy. Adept at prioritizing tasks and meeting deadlines. Proven ability to collaborate effectively with cross-functional teams to achieve shared goals.

Overview

17
17
years of professional experience

Work History

Loan Originations Quality Specialist

WSFS Bank
05.2024 - Current
  • Developed comprehensive quality control documentation, standardizing procedures across all departments and promoting consistency.
  • Collaborated with cross-functional teams to identify process improvements, resulting in increased production efficiency and cost savings.
  • Maintained up-to-date knowledge on relevant regulations within the industry, ensuring company practices remained compliant at all times.
  • Reviewed production processes and identified potential quality issues.

Contact Center Team Lead

WSFS Bank
06.2021 - 05.2024
  • Proactively monitor agent behaviors and adherence to internal business standards and report to management
  • Exclusively work on projects to help call center agents seamlessly and effectively help our credit card clients
  • Monitor the team performance daily, individual staff metrics
  • Review and evaluate teams sales to drive company revenue
  • Motivate, coach and develop the technical and customer service skills of our contact center agents
  • Review and respond to Quality Assurance reports in order to mentor team members
  • Conduct daily team huddles to ensure that team members are provided with any process changes and/or updated information
  • Monitor team members to make certain that policies and procedures are being adhered to
  • Develop the team to ensure delivery of a consistent information and superior customer experience
  • Understand agent’s problems and growth opportunities and coach them accordingly
  • Create and strategize training materials to aid in knowledge and development with team members
  • Understand the impact of attitude in handling calls professionally.

Contact Center Representative III

WSFS Bank
07.2019 - 05.2020
  • Demonstrates functional skill to troubleshoot and resolve general account inquiries in a single customer interaction to maximize the customer experience, with demonstrated ability to articulate relevant information and further directions if needed
  • Work efficiently according to Call Center metric demands while performing multi-tasking between systems for customer support
  • Manage and utilize time efficiently to ensure service quality, customer satisfaction, and the achievement of key performance indicator goals for the Contact Center.

Personal Banker II

WSFS Bank
03.2018 - 07.2019
  • Was held responsible for identifying and detecting potential risk, trends, and/or patterns on customer accounts that prevent and avoid fraudulent activity
  • Partnered with multiple Line of Businesses such as Mortgage and Small Business to meet client needs and resolve complex or escalated customer issues within a timely manner
  • Managed credit card, personal loan, and line of credit pipelines to ensure that business and performance objectives are met
  • Educated and recommend solutions to customers and clients on financial products and services offered by Wsfs Bank based on customer issues and needs.

Personal Banker I

WSFS Bank
05.2016 - 03.2018
  • Responded to client inquiries while identifying critical transactional issues or discrepancies to provide viable solutions leading to maximized customer satisfaction and valued feedback which helped create personal and business-oriented relationships
  • Interacted and assessed the financial need(s) of customers by responding and/or following up on inquiries and concerns with detailed information while suggesting products and services
  • Researched and analyzed potential fraud/risk accounts which prevented loss and determined the course of action for reporting financial transactions.

Toll Operator

State of Delaware Department of Transportation
03.2013 - 06.2016
  • Managed reconciliation of receipts and maintained records for the beginning and ending balances of each shift
  • Collected toll charge(s) for use of bridges, highways, or tunnels by motor vehicles while monitoring traffic surveillance to identify any flagged vehicles.

Sales Associate

Modell’s Sporting Goods
07.2007 - 02.2013
  • Performed all store business needs operationally and/or visually including customer inquiries regarding merchandise, department information, and pricing
  • Oversaw visual merchandising in-store while training with the store team on visual standards which supported store openings and merchandise launching
  • Worked with a visual team to successfully complete merchandise updates, place new inventory on the floor daily, complete floor sets each season, style mannequins, and update store marketing displays.

Education

Delaware Technical Community College
Stanton, Delaware

Highschool Diploma - Applied Global Technology

In-Tech Academy
Bronx, New York
06.2007

Skills

  • Mentoring
  • Team Supervision
  • Overseeing Daily Activities
  • Problem-Solving
  • Project Planning
  • Quality Improvement
  • Conflict Resolution
  • Customer Focus
  • Staff Training
  • Call Center Operations

Timeline

Loan Originations Quality Specialist

WSFS Bank
05.2024 - Current

Contact Center Team Lead

WSFS Bank
06.2021 - 05.2024

Contact Center Representative III

WSFS Bank
07.2019 - 05.2020

Personal Banker II

WSFS Bank
03.2018 - 07.2019

Personal Banker I

WSFS Bank
05.2016 - 03.2018

Toll Operator

State of Delaware Department of Transportation
03.2013 - 06.2016

Sales Associate

Modell’s Sporting Goods
07.2007 - 02.2013

Delaware Technical Community College

Highschool Diploma - Applied Global Technology

In-Tech Academy

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Andrea Goodlett