Briana Malloy
Grayson,GA
Summary
Accomplished Contact Center Manager at Discover Financial, adept in fraud and anomaly analysis and nurturing employee motivation. Spearheaded innovative customer service strategies, enhancing agent productivity by over 30%. Expert in leveraging technology for efficiency, my leadership significantly improved client satisfaction and operational excellence. Skilled in project management and relationship building, I drive teams towards achieving key performance indicators.
Overview
7
7
years of professional experience
Work History
Contact Center Manager
Discover Financial
Grayson, GA
09.2022 - Current
- Participated in group discussions with team members to develop new ways to combat fraud.
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
- Utilized effective interpersonal and active listening skills during interviews with witnesses regarding fraud cases.
- Managed and updated digital client account information to keep records accurate and current.
- Promoted client satisfaction by working with operational teams in the proper resolution of service issues.
- Answered inbound customer calls, and responded to inquiries.
- Processed customer account changes with proprietary software.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Established metrics for measuring agent productivity such as number of calls answered per hour or day, average hold time per call.
- Identified opportunities for process improvements based on feedback from customers and employees.
- Traveled to industry events and conferences related to customer service management in order to stay up-to-date with best practices.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
Member Services Manager
Police and Fire Federal Credit Union
Dover, Delaware
11.2021 - 09.2022
- Managed a broad scope of member inquiries with a welcoming approach.
- Managed continuous delivery of top-quality membership support.
- Secured details from witnesses to address statutory infringements.
- Documented investigative findings in reports.
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
- Streamlined operations by employing an array of company technologies.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Answered questions, and informed customers of current sales and promotions.
- Handled client inquiries with exceptional professionalism and enthusiasm.
- Prepared staff work schedules, and assigned team members to specific duties.
- Arranged work assignments for personnel, focusing on priority tasks and clear targets.
Call Center Supervisor
Lowes Home Improvement
Dover, DE
04.2020 - 11.2021
- Delivered constructive call process feedback.
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Facilitated individual coaching sessions with CSRs to realign productivity goals.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Met or exceeded call speed, accuracy, and volume benchmarks on a consistent basis.
- Retained top talent by authoring and conducting team performance evaluations for corrective action planning.
Customer Service Manager
Walmart
Dover, DE
07.2018 - 04.2020
- Established positive rapport with customers, managers, and customer service team members to maintain a positive and successful work environment.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Evaluated employee job performance, and motivated staff to improve productivity.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Investigated sensitive customer service complaints, and delivered prompt resolution to customer satisfaction.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Evaluated and authenticated returns, exchanges, and voids.
- Monitored phone calls to provide feedback and coaching.
Education
BBA -
Indiana University of Pennsylvania
Indiana, PASkills
- Project Management
- Employee motivation
- Chat service
- Fraud and anomaly analysis
- Risk Level Determination
- Business development
- Analyzing data
- Microsoft Office Suite
- Claims
- ITC
- KPI
- Complaints management
- Technologically savvy
- Staff recruitment
- Crisis management
- Coaching and mentoring
- Compliance
- Technical support
- Scheduling proficiency
- Documentation expertise
- Account management
- Call monitoring
- Verbal and written communication
- Negotiation Proficiency
- Relationship building
- Budgeting and finance
- Call center technology
Languages
English
Native/ Bilingual
Timeline
Contact Center Manager
Discover Financial
09.2022 - Current
Member Services Manager
Police and Fire Federal Credit Union
11.2021 - 09.2022
Call Center Supervisor
Lowes Home Improvement
04.2020 - 11.2021
Customer Service Manager
Walmart
07.2018 - 04.2020
BBA -
Indiana University of Pennsylvania