Cathy Clark
San Antonio,TX
Success is often achieved by those who don’t know that failure is inevitable.
Coco Chanel
Summary
Energetic Supervisor successful at motivating and building positive team dynamics to accomplish aggressive goals. Dedicated to open, communicative culture where employees feel empowered to contribute to company's success.
Overview
15
15
years of professional experience
Work History
Lead Supervisor
Bank Of America/ Merrill Lynch Travel Center
San Antonio, TX
05.2015 - 09.2018
- Oversaw up to 30 agents.
- Held weekly meetings to keep my team updated on business practices.
- Daily side by side listening to their calls and provided coaching and positive feedback.
- One on ones to go over agents metrics and feedback.
- Ensured agents were staying within Banking security standards.
- Kept track of my teams attendance and coached as needed.
- Presented step by step corrective action on attendance, quality and other business metrics.
- Manually entered my teams times in ADP payroll. Worked with HR to ensure each time card was complete and accurate.
- Was in charge of doing second interview during the hiring process. Made final decision as to whether or not candidate was a good fit.
- Assisted work force in ensuring all agents were in correct sux code on their phones and not abusing unnecessary “non working” aux codes.
- On weekend shifts, sent hourly reports to upper work force showing agent productivity and call volume.
- When our help desk was busy, walked the floor and assisted answering agents questions.
- When asked by customer, took supervisor calls to assist any customers issues or concerns.
- Once I became lead supervisor, I was in charge of my team and 3-4 supervisors.
- Trained new supervisors.
- Daily meetings with my manager to ensure all supervisors were on the same page and any issues that needed attention.
- Created monthly supervisors schedules to meet business needs.
Lead Quality Assurance Analyst
Bank Of America/ Merrill Lynch Travel Center
San Antonio, TX
01.2014 - 05.2015
- Liaised between quality control and other departments and contractors, providing project updates and consultation.
- Trained and learned new campaign to work as Quality Assurance Analyst for Bank of America/ Merrill Lynch Travel.
- Assisted Expedia QA manager in creating the quality guidelines.
- Listen to, graded, and provided QA scores to agents and their supervisors.
- Provided feedback and opportunities for continued success or areas of growth.
- Trained new QA analysts.
- Ran weekly conference calls with supervisors, managers, Bank of America and Expedia to ensure agents were performing as expected.
- Ensured banking guidelines were in compliance with all security requirements of customers accounts.
Customer Service Representative
Capital One Travel Center
San Antonio, TX
01.2010 - 01.2014
- Communicated professionally with colleagues, freelancers and clients.
- Trained staff on operating procedures and company services.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
Shipt Shopper
Shipt
San Antonio, TX
02.2018 - Current
- Worked productively with customers to meet order requirements and service expectations.
- Memorized store layouts and planograms to fulfill orders using shortest, most efficient route.
- Tracked substitutions and informed customers of changes.
- Built relationships with customers for repeat business.
Customer Service Representative
Redcats USA
Live Oak, TX
08.2008 - 12.2010
- Answered inbound calls, placing orders for catalog items.
- Offered up sales to help customers see options that would go well with original items.
Education
High School Diploma
05.1991
Skills
- Enthusiastic co worker
- Works well individually and equally as well with a team
- Exceptional verbal and written skills
- Learns easily
- Easily learns new computer programs related to business
- Enjoys coaching and building rapport with co workers and clients
- Customer Service
- Organization and Planning
- Attention to Detail
- Personal Interviews
- Client Needs Assessment
- Performance Goals
- Creative Solutions
- Effective Multitasking
- Daily Logs
- Corporate Procedures
- Documentation
Accomplishments
Documented and resolved quality control which led to increased agent knowledge and phone call performance.
- Travelocity agent floor support
- Capital One agent floor support
- Capital One new hire assistance.
- Travelocity supervisor side by side training.
- Royal Bank of Canada in Vancouver, training and floor support opening new center. 3 weeks.
- Assisted in opening new Bank of America Travel center in Boise, Idaho.
- Bank of America/ Merrill Lynch lead Quality Assistance Analyst.
- Merrill Lynch trainer in San Antonio and Boise, Idaho.
Timeline
Shipt Shopper - Shipt
02.2018 - Current
Lead Supervisor - Bank Of America/ Merrill Lynch Travel Center
05.2015 - 09.2018
Lead Quality Assurance Analyst - Bank Of America/ Merrill Lynch Travel Center
01.2014 - 05.2015
Customer Service Representative - Capital One Travel Center
01.2010 - 01.2014
Customer Service Representative - Redcats USA
08.2008 - 12.2010
Tivy High School - , High School Diploma
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