Arshaya Peterkin-Thomas
Greensboro,NC
Summary
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
7
7
years of professional experience
Work History
Operations Team Manager
Alorica
Bluefield, WV
08.2017 - Current
- Ensuring compliance with banking regulations and policies.
- Conducting periodic reviews of existing processes to identify areas for improvement.
- Developing strategies to improve operational efficiency and customer satisfaction.
- Maintaining up-to-date knowledge of banking products and services offered by the bank.
- Provided guidance, training, coaching and mentoring to call center team members.
- Reviewed daily reports on call volume, sales, abandoned calls and other statistics.
- Maintained accurate records of all customer interactions using the company's CRM system.
- Participated in hiring interviews and selection process for new team members.
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Developed and implemented operational procedures to ensure quality standards are met.
- Analyzed data from daily reports to identify trends in production performance metrics.
Education
Bachelor of Science - Sociology
University of North Carolina At Pembroke
Pembroke, NC12-2021
MBA - Business Management
University of North Carolina At Pembroke
Pembroke, NCSkills
- Training and mentoring
- Staff Development
- Marketing Coordination
- Deadline Management
- Operational Efficiency
- Sales Support
- Technical knowledge
- Quality Assurance
- KPI Tracking
- Customer Service Management
- Banking operations
- Orientation and Onboarding
- Document Management
- Lead Generation
- Performance Management
Timeline
Operations Team Manager
Alorica
08.2017 - Current
Bachelor of Science - Sociology
University of North Carolina At Pembroke
MBA - Business Management
University of North Carolina At Pembroke