Bonnee Griffith
Pawtucket,RI
Summary
At Coastal1 Credit Union, I led a team to enhance customer service efficiency, embodying problem-solving and teamwork. My focus on quality assurance and staff development increased productivity and fostered an innovative, inclusive culture. Achievements include comprehensive training programs and improved compliance, showcasing my dedication to excellence and collaborative leadership.
Overview
22
22
years of professional experience
Work History
Call Center Supervisor
Coastal1 Credit Union
07.2002 - Current
- Trained team members on performance metrics and consumer behavior identification.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
- Ensured compliance with industry regulations and company policies through regular audits and ongoing agent education.
- Created an inclusive work environment that embraced diversity while maintaining professionalism at all times.
- Oversaw development of comprehensive knowledge base, enabling faster call resolution.
- Enforced policies and procedures for compliance with company policies.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Maintained up-to-date knowledge of products and services offered to customers.
Education
High School Diploma -
Hope High School
Providence, RI06-1980
Skills
- Quality assurance
- Customer service focus
- Complaint resolution
- Problem-solving
- Attention to detail
- Multitasking
- Reliability
- Decision-making
- Product knowledge
- Training and development
- Teamwork
- Staffing and scheduling
Timeline
Call Center Supervisor
Coastal1 Credit Union
07.2002 - Current
High School Diploma -
Hope High School
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