Christopher Reyst
Sterling Heights,MI
Summary
Dynamic banking professional with extensive experience at Flagstar Bank, excelling in team leadership and operational efficiency. Proven track record in enhancing customer satisfaction through effective conflict resolution and performance evaluation. Skilled in CRM software and committed to fostering a culture of continuous improvement and accountability within teams. Customer service professional equipped to drive team success and operational efficiency. Proven track record in overseeing customer interactions and implementing best practices to maintain high service standards. Focused on fostering team collaboration and adapting to evolving client needs, with expertise in conflict resolution and performance management.
Overview
18
18
years of professional experience
Work History
Banking Support Call Center Supervisor
Flagstar Bank
07.2019 - 04.2025
- Oversaw daily operations, ensuring adherence to quality standards and service level agreements.
- Mentored staff on best practices, fostering a culture of continuous improvement and accountability.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
- Developed training programs for new employees, enhancing team performance and customer satisfaction.
- Supervised 16-20 Customer Service Representatives in providing excellent customer service to callers requiring assistance for Banking and Online Banking issues.
Sr. Quality Assurance Analyst
Flagtar Bank
04.2012 - 07.2019
- Analyzed 90-120 call recordings a month to ensure compliance with quality standards and procedural guidelines.
- Developed and implemented training programs to enhance agent performance and service delivery.
- Utilized data analytics tools to track performance metrics and identify trends in call quality issues.
- Improved overall customer satisfaction by providing constructive feedback to call center agents.
- Conducted regular calibration sessions with peers and supervisors to ensure consistency in evaluation standards and scoring methodologies.
- Developed comprehensive reports on agent performance, contributing to staff training and development initiatives.
Customer Service Representative
Flagstar Bank
04.2011 - 04.2012
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Managed high volumes between 80-100 incoming calls while maintaining service quality and efficiency.
- Implemented process improvements that reduced response time and increased customer satisfaction ratings.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Sr. Financial Service Representative
Flagstar Bank
07.2007 - 04.2011
- Resolved escalated client issues, reinforcing relationships and promoting loyalty among customers.
- Built strong relationships with clients, fostering trust and loyalty through exceptional service.
- Developed training materials to improve onboarding processes for new staff members.
- Met monthly sales goals for the branch
Education
Bachelor of Arts - History
Oakland University
Rochester, MI12-2007
Associate of Arts - General Studies
Macomb Community College
Clinton Township05-2005
Skills
- Customer Relationship Management
- Team Leadership
- Conflict Resolution
- Performance Evaluation
- CRM Software
- Customer Feedback Analysis
- Operational Efficiency
- Problem Solving
Timeline
Banking Support Call Center Supervisor
Flagstar Bank
07.2019 - 04.2025
Sr. Quality Assurance Analyst
Flagtar Bank
04.2012 - 07.2019
Customer Service Representative
Flagstar Bank
04.2011 - 04.2012
Sr. Financial Service Representative
Flagstar Bank
07.2007 - 04.2011
Bachelor of Arts - History
Oakland University
Associate of Arts - General Studies
Macomb Community College