Cecila Twirago
Scottsdale,AZ
Summary
To obtain a challenging position within a company that will allow me to further develop and expand my qualifications and experience. To work as part of a team in order to contribute to the value of an employer and provide opportunities for advancement
Overview
23
23
years of professional experience
Work History
Contact Center Supervisor
Financial Partners Credit Union
07.2020 - Current
- Demonstrated professional and polished demeanor with positive, and friendly personality and supported calling work during times of peak contact volume.
- Supervised team of 4-6 CCR's in providing excellent customer service to callers.
- Maintained up-to-date knowledge of products and services offered to customers.
- Provided leadership, guidance and direction to team members, offering assistance with any need at any time.
- Monitored Scorecards and provided feedback to each team member.
- Trained and coached team members on best practices for customer service and sales techniques.
- Communicated customer feedback and complaints to team members to promote proper resolution.
- Promoting First Call Resolution - One call does it all
- Reviewed live calls and provided live coaching/instruction
- Reviewed recorded calls to recap conversations ,provide coaching, missed opportunities and celebrate successes.
- Monthly audits
- Completed annual performance reviews.
Contact Center Champion
Financial Partners Credit Union
05.2017 - 06.2020
- Assist with new hire training to help prepare new employees for their respective roles asContact Center Representative
- Monitoring/Reviewing Contact Center calls to ensure accuracy of information and service levels are met
- Provide call recap to management as well as coaching opportunities to contact center representatives
- Mastery of eBanking, Bill Pay, and Credit Card Support inquiries
- Review of daily audits
- Provide Support by taking escalated calls, ensuring adherence to updated policies/procedures, and taking on other supervisory roles
- Write free form responses to members via all contact channels
- Effectively, accurately, and articulately handle member contact via all channels to promote positive and professional image
Contact Center Representative
Financial Partners Credit Union
11.2000 - 05.2017
- Responded to member calls and emails to answer questions about products and services.
- Placed outbound Member service or member satisfaction calls to follow up on issues.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse member questions.
- Promoting a positive and professional image. Providing excellent customer service, identifying products and service solutions to meet members financial needs.
- Accurately assist members with questions regarding their accounts, FPCU products and services and any credit union issues.
- Processed loan applications, certified as a underwriter to assist members with benefits of FPCU rates, products, credit reporting
- Achieved Contact Center Representative III level
- Used consultative sales approach to understand member needs and recommend relevant products or service
- Assisted with the implementation of canned email templates with creation of email contact channel
Education
High School Diploma -
Norwalk High School
Norwalk, CA06.1992
Skills
- Cross-functional collaboration
- Process improvement
- Type 50 WPM
- Proficient in Symitar, Virtual Observer, Synapsys, Jawalla, Oracle, Alkami, iPay, Lending 360, Docusign
- Self-motivated, multi-task oriented, and efficient
- Self taught Microsoft office skills
- Capable Problem Solver
- Active listening
- Strong leadership
- Decision-making
- Conflict resolution
- Employee engagement
Timeline
Contact Center Supervisor
Financial Partners Credit Union
07.2020 - Current
Contact Center Champion
Financial Partners Credit Union
05.2017 - 06.2020
Contact Center Representative
Financial Partners Credit Union
11.2000 - 05.2017
High School Diploma -
Norwalk High School
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