Caitlin Woods
Dingmans Ferry,PA
Summary
Goal-oriented Call Center Manager dedicated to building and overseeing first-rate call center teams. Encouraging leader with a demonstrated record of achievement in the Call Center industry.
Overview
15
15
years of professional experience
Work History
CALL CENTER
Lakeland Bank
10.2019 - Current
- My job duties included but not limited to: handling calls both from customer and branches, offering solutions to problems, and working closely with other departments as well as my managers to resolved issues
- With this position I was promoted to Team Lead by October 2021
- I have also won the
Teller manager
Lakeland Bank
04.2017 - 10.2019
- I performed all teller manager duties including opening and closing the branch
- Both of my tellers have made their goals each quarter while I myself have made goal all but one quarter
- I was involved with the closing of the Hillsdale Branch which included closing and moving files, helping customer transition to other branches, closing and moving the coin machine, and working closely with my Branch Operations Manager and my Area Manager
- The Branch Admin team commented that it was, 'The easiest branch closing in bank history.' I was also Captain of the Golf Tees for Team Jerry
- As captain I motivated the branches to solicit donations for the worthy cause that is the Golf Tees
- Our branches donated $1,707.95, (over five times the amount donated last year), Three branches contributed over $500.00 and Hillsdale placed first with $562.37
Teller
Hudson City Savings Bank
03.2009 - 01.2017
- I performed all teller duties including opening and closing the branch
- I learned and expanded my customer service skills at this time and helped our customers transition from Hudson City to M&T Bank
- This is where I learned that every customer is our guest.
Education
High School Diploma -
West Milford High School
01.2006
Skills
- I am above all else a team player I can and have worked well with many personality types and try to bring out the best in them Being both from the branches and the Call Center, I have developed a wonderful set of skills including various problem-solving strategies working as a team as well as by myself I am less familiar with ACH and Reg E but learned the successfully used 360 and NGP and look forward to expanding my skills
- Call Control
- Data Entry
- Complaint Resolution
- Account Updating
- Product Upselling
- Sales Closing
- Call Control Skills
- Customer Service
- Customer Relationship Management
- Call Center Operations
- Customer Communications
- Documentation and Reporting
- Building Rapport
- Verbal and Written Communication
- Communicating With Clients
- Quality Assurance Optimization
- Quality Assurance Controls
- Gathering Information
- Data Gathering
- Resolving Issues
- Training Experience
- Prospecting Skills
- Sales Expertise
- Performance Improvement
- Answering Questions
- Providing Customer Support
- Problem-Solving Skills
- Call Handling
- Call Center Customer Service
- Customer Support
- Call Documentation Skills
- Product Knowledge
Volunteer Experience
- Youth Group Leader, I was a Youth Group Leader for two years. This experience taught me how to work with different personalities, what is valuable to people, and reverse mentoring as well as coaching.
- Teller Manager, I was teller manager in our Hillsdale branch. Within that time, I coached our tellers on sales, policy, and teller managing duties including ATM and vault settlement as well as shipment. Both of my tellers have transitioned to other branches, and I have received high praise from their branch operation managers.
- Team Lead, Call Center, I am currently Team Lead for the Call Center. Since being in a leadership position I have coached my team members in challenging situation with customers as well as grading and tracking their progress through monthly meetings. My team members have expressed how thankful they are for my dedication to them. I also take I-rate customer from my team mates. I do my best to make sure that the I-Rate is heard understood and provided with follow up to their issues with either myself or my managers.
Affiliations
- I am currently building community based free events for Millennials and Gen Z. My goal is to create a free space to people to connect and have fun. I also like to plan several big events through out the year with my circle of influence, I have organized and spear headed all fo these events. I'm also part of a group of urban gardeners where we share ideas, tips and tricks. I am also part of several writing groups where we discuss, give construction advice and enjoy each other works.
Accomplishments
- I have won the Q4 2019 Lakeland Bank Top Financial Services Provider.
Timeline
CALL CENTER
Lakeland Bank
10.2019 - Current
Teller manager
Lakeland Bank
04.2017 - 10.2019
Teller
Hudson City Savings Bank
03.2009 - 01.2017
High School Diploma -
West Milford High School