Christy Pavone

• ALIG Charities - Donor Relations Manager

Responsible for cultivating relationships with donors to maintain and increase financial support for underprivileged families striving to provide basic necessities

• Tuloy Foundation - Lead Educator

Equipped marginalized youth with English, cultural understanding, computer literacy, and business acumen for integration into the local workforce

• SOS Village - Volunteer & Sponsor

Key sponsor and on-site liaison for forgotten and unwanted children; providing a home, shelter, food, and schooling

• Primary contact for all over seas Vendor operations Customer Service Quality
• Developed and implemented processes for improving client service delivery standards
• Provided monthly/ quarterly quality reports for Sr. Management / CEO
• Conducted weekly call calibrations sessions across all sites
• Held monthly High Profile Presidential Case sessions for account resolutions
• Assisted in Interview process domestically and internationally
• Facilitated training sessions for new staff members on the company's policies and procedures related to client service management.

• Developed and maintained relationships with external client to ensure satisfaction and retention
• Developed and enforced quality control measures for both the bank and client
• Implemented process improvement policies for Customer Care departments; new product campaign training for representatives
• Wrote business and functional requirements
• Liaison between Client Services Department and Executive / VIP Services Department for corporate account resolution
• Facilitated task force meetings with partners; managed 'issues and items' logs for tracking and resolution; collaborated on coaching and training issues for representatives; project completion evaluations and reports
• Facilitated call monitoring sessions with external partner to ensure call quality
• Arranged side by side call monitoring sessions, Department Operations Management meetings, meet and greet focus groups for external partner for Customer Care
• Maintained High level Corporate accounts, and worked directly with their accounts departments to ensure that all issued cards were accessible, especially for Union President Leaders
• Worked on Marketing initiatives for consumer card
• Maintained partner agreements to ensure they are up to date per legal.

• Provided exceptional customer service to ensure customer satisfaction
• Analyzed calls to identify trends in customer issues and recommend solutions accordingly to management
• Assisted in drafting scripts for agents handling incoming calls so that they can respond accurately and effectively
• Ensured prompt resolution of customers' inquiries via phone, email channels