Microsoft Office Suite
Ebony Sullivan
Team Lead/Supervisor
Greenville,SC
Summary
Accomplished leader focused on meeting customer expectations and achieving company goals. Drives success by directing high-producing teams while developing lasting employee rapport. Exceptional knowledge of risk reduction methods and streamlining production processes.
Overview
11
11
years of professional experience
Work History
MORTGAGE SERVICING SUPERVISOR
TRUIST
GREENVILLE, SC
08.2022 - 02.2024
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Identified operational inefficiencies and implemented corrective measures, leading to an overall increase in effectiveness.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Conducted routine inspections to check quality and compliance with established specifications.
- Achieved results by working with staff to meet established targets.
- Monitored workflow to improve employee time management and increase productivity.
- Conducted regular reviews of operations and identified areas for improvement.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Worked well in a team setting, providing support and guidance.
- Identified issues, analyzed information and provided solutions to problems.
- Excellent communication skills, both verbal and written.
CUSTOMER SERVICE TEAM LEAD
TRUIST
GREENVILLE SC
06.2018 - 07.2022
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Cross-trained and provided backup support for organizational leadership.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Assisted management in hiring decisions by conducting interviews with prospective candidates and evaluating their suitability for the Customer Service Team Lead role effectively.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Provided primary customer support to internal and external customers.
Customer Service Representative
TRUIST
GREENVILLE
04.2013 - 05.2018
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded proactively and positively to rapid change.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Handled customer inquiries and suggestions courteously and professionally.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
High School Diploma -
Woodmont High School
Piedmont, SC 05.2001 -
Skills
Lead team of 35 CSR's & was responsible for their growth and development and succession planning
Training and mentoring
Time management
Staff Discipline
Process Improvement
Idea Development and Brainstorming
Accomplishments
- Supervised team of 40 staff members.
- Documented and resolved ACW issues which led to reduced customer wait time and agent performance
- Resolved knowledge based issue through testing.
Software
Timeline
MORTGAGE SERVICING SUPERVISOR
TRUIST
08.2022 - 02.2024
CUSTOMER SERVICE TEAM LEAD
TRUIST
06.2018 - 07.2022
Customer Service Representative
TRUIST
04.2013 - 05.2018
High School Diploma -
Woodmont High School
05.2001 -