Christine Castaneros

Managed and inspired team members to perform to their full potential, driving branch profitability. Boosted member base, acquiring new customers/members and identifying needs to deliver relevant products and services. Assists in establishing branch goals and sales objectives, initiates actions to achieve the goals, ensures team members are trained and are consistently held accountable for achieving goals, sales objectives, and the delivery of Superior Service, and assists in monitoring branch operating and sales results relative to established objectives.Developed strategies to increase customer satisfaction and loyalty by proactively engaging with our members through net promoter score feedback surveys, resolving pain points, and creating proactive solutions. Worked with cross-functional teams and collaborated with department leaders to achieve service goals. Collaborated with cross-functional teams in different departments to define features and build robust, easy-to-use products and customer-facing workflow tools. Ensures that the branch's needs are met concerning employment, counseling, Performance Evaluations, timecards, scheduling, training, and motivation, and developmental plans and performance expectations are set, reviewed, and achieved. Ensures meeting satisfactory branch audits, including cash and negotiable items, security, and operational processes.

Promotes excellent member and public relations by interacting with sponsor employer groups (SEGs), maintaining contacts, and developing relationships through new SEGS in the surrounding communities.

Representing DE& I Council working with Culture team and leaders in the executive team creating diversity efforts and initiatives playing a role in evaluating current practices and company culture.

Current Manages and directs all aspects of outbound/inbound call center operations to ensure performance is acquired. Supports and reviews call center policies and procedures. Directs and develops representatives; resolves conflicts; ensures work product consistently meets established standards; and takes required corrective/developmental action to remedy deficiencies. Managed call center metrics, ensuring member satisfaction, and reporting statistical performance levels related to call center. Maintains and improves call center operations by monitoring system performance, identifying and resolving problems; preparing and completing action plans; completing system audits and analysis; and managing system and process improvement and quality assurance programs. Accomplishes call center human resource objectives by assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. Oversees customer issues and ensures effective and long-term problem resolution. Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops, reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; and participating in professional societies. Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.

Responsible for the growth and profitable member relationships within the region, including operations, product sales, safety, and security. Coach and train branch managers and staff to achieve and maintain a consistent and high level of performance. Motivate and manage exceptional team performance, making the most of employee's diverse strengths and skills. Monitor sales growth of key products and services within the branch to meet strategic and branch goals. Assist in interviewing, hiring, and training new member service team members. Create new sales and marketing strategies to drive growth Evaluate staff performance reviews. Collaborate closely with the Vice President of Branch Operations to determine corrective solutions to risk assessment findings and provide any necessary training to support staff operational performance. Conduct pre-scheduled and surprise merchandising audits. Create individual expectations, responsibilities, and goals that are specific and measurable for the employees. Create individual developmental plans for each employee to train, motivate, and develop. Collaborate and execute marketing programs and general business solutions resulting in increased company exposure, customer traffic, and sales.

Spearhead Video teller resulting in success and recommended processes and system improvements for the new video teller. Member of the leadership team. Manage the transition team such as assisting branch staff to have the ability to overcome objections and challenges and prepare for future branch transformations.