Charlivia Morrison
Customer Service Professional
Kansas City,MO
Summary
Dedicated Customer Service Professional with 15+ years experience of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Core competencies include cross-functional team leadership, process improvement and strategic planning.
Overview
15
15
years of professional experience
Work History
AVP; Operations Lead
Bank Of America
05.2017 - Current
- Monitored compliance with various types of regulations to avoid risk penalties.
- Interacted well with customers to build connections and nurture relationships.
- Trained new employees on proper protocols and customer service standards
- Maintained high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Reduced operational risks while organizing data to forecast performance trends.
Officer; Operations Specialist II
Bank Of America
06.2008 - 05.2017
- Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships.
- Appointed to manage and ensure that operations control checks were completed on time, including, but not limited to reporting statements, in-process, implementing corporate control risk strategies, and reworking internal processes across 7+ business functions.
- Collected, arranged, and input information into database system.
Education
Associate of Arts - Administrative Assistance And Secretarial Science
Metropolitan Community College - Kansas City
Kansas City, MO05.2003
Skills
- Data Retention
- Performance Feedback
- Cost Control
- Customer Satisfaction
- Operational Efficiency
- Client Relationships
- Process Development and Streamlining
- Records Organization and Management
- Policy Development and Enforcement
Accomplishments
- September 2015 - Outstanding Efforts in Safety & Security Award- Bank of America Revamped the department's Robbery Review Process, that reduced robbery and risk reporting efforts by +5% within 12 months
- June 2017 - Operations Excellence Award - Bank of America - Bank of America Engineered and Implemented a Customer Service Charter Program that aided the Corporate Security Department to enhance quality reporting by +25%
Timeline
AVP; Operations Lead
Bank Of America
05.2017 - Current
Officer; Operations Specialist II
Bank Of America
06.2008 - 05.2017
Associate of Arts - Administrative Assistance And Secretarial Science
Metropolitan Community College - Kansas City
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