Summary
Overview
Work History
Education
Skills
Short Courses
Certification
Websites
Systems
Timeline
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Ebi Woodson

Ebi Woodson

Missouri City,TX

Summary

Dedicated Corporate Communications professional with international experience seeking opportunities to help shape an organization's image, positively impact revenue and brand awareness and build reputation on all platforms as an employer of choice

Overview

26
26
years of professional experience
1
1
Certification

Work History

Team Lead, Training

Corebridge Financial
05.2023 - Current
  • Trained new team members by relaying information on company procedures
  • Coached team members in techniques necessary to complete job tasks.
  • Worked different stations to provide optimal coverage and meet production goals.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
  • Designed strategic plan for component development practices to support future projects.

Team Leader, Call Center

American International Group, AIG
01.2018 - Current
    • Currently lead a team of 31 remote customer service representatives in a high volume and fast paced call center to provide exceptional customer service to high net-worth and high value clients such as The state of Florida, Chicago Public Schools, Moses Cone etc.
    • Plan daily, weekly, and monthly coaching for team members in customer service techniques and communicate company strategies, conduct regular team meetings and other key information to the team.
    • Facilitate training for associates through regular performance appraisals.
    • Provide constructive criticism regarding quality assurance on team phone calls.
    • Deliver feedback to decision-makers regarding employee performance and training needs.
    • Evaluate employees' strengths and assigned tasks based upon experience and training.
    • Ensure team members consistently meet all department performance metrics.
    • Responsible for coaching, performance training and mentoring team members.
    • Cross-train existing employees to maximize team agility and performance.
    • Maximize performance by monitoring daily activities and mentoring team members.
    • Evaluated employees' strengths and assigned tasks based upon experience and training.
    • Establish and update work schedules to account for changing staff levels and expected workloads.
    • Monitor call quality and provide individual constructive feedback to enhance performance and address areas in need of improvement.
    • Provide direction and leadership to staff; guide and coach staff in the completion of their day-to-day responsibilities and ensure that established policies and procedures are followed.
    • Develop and maintain all subordinate personnel by applying the necessary training and leadership that will allow internal growth and advancement.
    • Direct staff to ensure duties and performed according to departmental performance standards.
    • Establish and oversee performance targets for call center associates.
    • Develop quality employees within call center to take over leadership positions.
    • Directly supervise the call center representative , ensuring all of their KPIs are continuously met and that they are supported.
    • Manage employee performance, to include coaching, communicating employee progress toward goals, and taking corrective actions, where necessary; track and document Representative performance, and provide feedback on daily work, service levels, and applicable performance metrics.
    • Work with Contact Center leadership to identify and implement process improvements to maximize quality, efficiency, and cost-effectiveness of the team; facilitate ongoing process improvements.
    • Participate in day-to-day operations, which includes on and off line coaching , live call monitoring, maintaining service levels, adherence, call resolution time, service quality, and other key performance metrics.
    • Conduct call pulls and call reviews to investigate/resolve internal and external issues
    • Ensure regular meeting with Team managers to inform of any issues that occur
    • Participate in the implementation of new products, systems and services.
    • Maintain thorough knowledge of IRS regulations, plan rules, The New York Stock Exchange and financial industry changes.
    • Make recommendations of systems and tools to improve daily operations.
    • Ensure efficient and proper staffing of call center support staff and maintain the high standards for call center support staff.
    • Work with Human Resources to interview and recruit top talents for the call center.
    • Recognize and reward performance to inspire and build team commitment.

Quality Assurance Coach

AIG/Corebridge Financial/ Accenture/
01.2023 - 05.2023
  • AIG Retirement Services became Corebridge Financial in 2022. I trained and mentored 40 new personnel hired in the Philippines by AIG to fulfill various roles.
  • Established and maintained quality control standards.
  • Analyzed and evaluated training effectiveness and program outcomes.
  • Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
  • Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management
  • Facilitated virtual and blended learning sessions.
  • Developed job-specific competencies and performance standards.

Client Service Representative

Toyota Financial Services
12.2016 - 12.2017
    • Established and maintained highly effective relationship with other departments to improve smooth running of the organization by ensuring first call resolution for clients
    • Followed appropriate management processes to record and resolve issues by researching and exploring answers, finding alternative solutions and escalating unresolved problems.
    • Communicate daily by way of phone call, email and face to face interactions to ensure client's request are compliant with internal processes and governmental regulations.
    • Maintained accurate record-keeping with proactive attention to client information updates.
    • Resolved service issues by identifying complaint, determining cause, identifying best solution, expediting corrective action and following up to ensure resolution and satisfaction
    • Coordinated with operations staff to resolve service problems and boost client satisfaction.
    • Educated clients on account services and resolved client inquiries regarding statement information and account balances.
    • Cultivated long-lasting client relationships based on trust and solid understanding of business needs.
    • Resolved concerns with products or services to help with retention and drive sales.
    • Introduced clients to available online resources and services to increase convenience.

Manager, Corporate Communications

Promasidor
03.2014 - 06.2015
  • Collaborated with other departments on various communications projects to ensure consistent story about business priorities so as to inspire confidence in the leadership.
  • Developed and maintained an effective employee engagement strategy that deliver regular communications to staff through a range of channels.
  • Responsible for the planning, implementation, management and evaluation of strategic and tactical communications projects that align with the mission and goals of Promasidor such as the National Secondary Schools Mathematics Competition (NASSMAC), a $100 million project , The Promasidor Quill Awards,Nigeria Next Top Chef” competition etc.
  • Monitored advertorials, graphics, editorials and press mentions of Promasidor, its competitors and the industry via the timely delivery of a daily media review which is submitted to senior management every weekday.
  • Worked with internal and external stakeholders to develop strategic and integrated communication strategies that support direction of the organization's goals and build reputation of Promasidor on all platforms as an employer of choice.
  • Collaborated with PR agency to produce webinars, distribute press releases and create content for social media platforms.
  • Served as a member of the corporate emergency response team to proactively detect public relations issues such as negative press and prevent them from happening.
  • Ensured frequent update of information on the group website, composed and edited press releases and positioning statements.
  • Produced social media content, monitored social media channels, proofread advertorials, video and print before submission to senior management.
  • Managed email marketing encompassing content development, SEO and distribution using Mail Chimp.
  • Used Adobe Suite for creation of content, photo manipulation and publication design.
  • Prepared event communications for special events, took photographs during event, and promoted on web and periodical channels.
  • Improved team efficiency via training in sales, marketing and promotions.
  • Designed print collateral materials and coordinated branding across multiple communications channels.
  • Supported media relations consultants in outreach and fundraising campaigns.
  • Oversaw professional social media messaging through content development, follower engagement, social listening, trend analysis and by leveraging competitor research.
  • Engaged in professional networking to maintain strong relationships with communications and media professionals to drive partnerships and effective dissemination of mass communications.
  • Prepared for public relations presentations and plans by gathering information on business objectives, vision, brand strategy, competition and industry trends.
  • Responded to requests for information from media or designated appropriate spokesperson or information source.
  • Created unified messaging of public relations efforts in conjunction with advertising campaigns by working closely with marketing peers.
  • Drafted press releases detailing relevant newsworthy information and supporting brand image, and worked with news media to spread positions.
  • Increased revenues and supported business goals by developing public relations strategies and campaigns.

Corporate Communications Specialist

United Bank For Africa
06.2006 - 02.2014
  • Developed and executed internal/external communications strategies that enhanced the brand and reputation of the bank.
  • Contributed to a weekly internal newsletter, a quarterly in-house magazine and an annual report which told corporate story to staff, stakeholders and the public.
  • Assisted the bank to gain industry exposure by managing press events and placing more than 100 articles in targeted publications across the globe.
  • Monitored and measured communications campaign to drive business outcomes.
  • Coordinated events, organization-wide communications and content for intranet and various user application.
  • Provided communications support to other departments and engaged in regular collaboration with internal stakeholders to share strategies and align messaging.
  • Ensured compliance of a communication policy that provided clear direction to both internal (staff) and external stakeholders so as to ensure consistent communication of the organization's desired image.
  • Led creative development, writing, proofreading and editing for a wide variety of communications and presentation materials.
  • Evaluated the effectiveness of existing communications channels and recommended opportunities for improvementWrote and edited employee communications (and external communications) in support of company programs, major initiatives, company culture and communications to support and drive corporate change affecting internal and external constituents.
  • Proactively cultivated relationships with key media players in the print, social and electronic media to obtain optimum exposure and manage media relations in partnership with the PR Agency.
  • Developed, managed and recommended relevant Corporate Social Responsibility activities that gave required mileage to the bank
  • Project manager responsible for scheduling video and photo shoots and provided strategic advice and writing for executives on presentations and speeches for town halls and other events.
  • Engaged in professional networking to maintain strong relationships with communications and media professionals to drive partnerships and effective dissemination of mass communications
  • Prepared for public relations presentations and plans by gathering information on business objectives, vision, brand strategy, competition and industry trends.
  • Responded to requests for information from media.
  • Oversaw professional social media messaging through content development, follower engagement, social listening, trend analysis and by leveraging competitor research.
  • Studied objectives, promotional policies or needs of organizations to develop public relations strategies influencing public opinion or promoting ideas.
  • Created unified messaging of public relations efforts in conjunction with advertising campaigns by working closely with marketing peers.
  • Wrote articles and press releases and ensured publication in major news organizations.
  • Gathered and disseminated timely information to press and staff and managed flow of news about organization to media.
  • Assisted with development and implementation of communications strategies and plans intended for internal and external audience.
  • Provided marketing/communications support for product managers and internal business partners through production of marketing collateral, brochures, pamphlets, and other printed materials to enable business units to attain set goals.
  • Liaised with investor relations team and agency for preparation of annual general reports.
  • Assisted digital team with development and creation of engaging content on the bank's website, social media pages, emails ,newsletters, and company's digital media assets such as desktop wallpapers, ATM screensavers.
  • Worked with media buying agency to develop media plan for products and corporate brand advertising for traditional and digital media.

Copy Editor

The Week Magazine (defunct)
02.1998 - 03.2009
  • Worked with reporters to ensure stories turned in adhere to AP style guide and journalistic ethics of accuracy and fairness
  • Reviewed content for correct grammar and style to ensure error-free copy
  • Developed and maintained database of high-quality boilerplate copy, enabling faster service and turnaround for time-sensitive projects.
  • Recommended copy edits based on knowledge of target audience and internal and external style guides.
  • Worked with graphic artists, post-production team members and other specialists to produce captivating and successful content.

Education

Master of Science - Communications

Pan Atlantic University
Lekki
03.2010

Bachelor of Science - Business Administration

University of Calabar
Cross River
06.1998

Skills

  • Performance improvement
  • Client Service
  • Complaint resolution
  • Corporate Communications

Short Courses

March – June 2022 Leading Remote Teams |Cornell University

I did a certificate program at Cornell University to improve my ability to effectively manage remote and virtual teams. I discovered the unique opportunities and challenges that come with remote work and explored strategies that has enhanced my ability to lead any team to success. I have a Cornell transcript and certificate


January 2014 Project Management |Harvard University

In 2014, I spent a month at Harvard University in Boston, Massachusetts where I was taught how to use effective communication to successfully manage projects by ensuring key players are aligned on project goals and know exactly what's expected of them. I have a Harvard transcript and certificate .


March 2010 Crisis Management & Business Continuity| Massachusetts Institute of Technology(MIT)

In 2010, I spent 5 days at MIT in Boston, Massachusetts where I learnt about crisis management and communication strategies that can be used by organizations to engage employees and the media during a crisis or in time of change. I have a certificate of attendance.


Certification

Certified Scrum Master |Scrum Alliance

Systems

Microsoft Power BI |Genesys

IBM Lotus notes | Avaya

Microsoft Teams |Outlook

NICE|Avaya CMS supervisor

C360 | Microsoft Teams Meeting | Convey

Timeline

Team Lead, Training

Corebridge Financial
05.2023 - Current

Quality Assurance Coach

AIG/Corebridge Financial/ Accenture/
01.2023 - 05.2023

Team Leader, Call Center

American International Group, AIG
01.2018 - Current

Client Service Representative

Toyota Financial Services
12.2016 - 12.2017

Manager, Corporate Communications

Promasidor
03.2014 - 06.2015

Corporate Communications Specialist

United Bank For Africa
06.2006 - 02.2014

Copy Editor

The Week Magazine (defunct)
02.1998 - 03.2009

Master of Science - Communications

Pan Atlantic University

Bachelor of Science - Business Administration

University of Calabar

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Ebi Woodson