EVAN OSBURN
Pensacola,FL
Summary
Motivated Mentor with exceptional organizational and time management abilities. I am dedicated to optimizing operational efficiency while delivering intentional service to both MSR's and members. I possess a quick learning aptitude and a remarkable attention to detail, enabling me to quickly learn new systems and procedures. With a goal-oriented mindset, I approach strict deadlines and objectives with a composed demeanor. Most importantly, I find joy in assisting individuals in attaining their goals and recognizing their potential for success.
Overview
2
2
years of professional experience
Work History
MSR Mentor
Navy Federal Credit Union
11.2022 - Current
- Assist Member Service Representatives by offering constructive feedback on call reviews and providing personalized coaching sessions.
- Maintain and arrange documentation for every representative, encompassing feedback from call reviews, behavioral patterns, and monthly individual meetings.
- Assist peers with procedures and manual guidance on the Tier 1 In Group Assist line
- Serve as a Navigator for newly hired MSR's in training to assist them in navigating their first phone calls and delivering real-time feedback on their performance.
- Ensure effective and transparent communication by consistently engaging with two supervisors, peers, and two teams comprising of up to thirty-five members simultaneously using both verbal and written communication methods.
- Identify patterns in call behaviors among team members and provide coaching to address areas for improvement.
- Organized, Scheduled, Facilitated, and participated in team navigation sessions between team members to promote peer engagement and personal development
- Serve as a subject Matter expert, providing assistance in multiple team chats while maintaining focus on the member.
- Facilitate team meetings while supervisor is absent
Member Service Representative II
Navy Federal Credit Union
05.2021 - 11.2022
- Researched and resolved member’s requests
- Experience in high volume call center and changing environment
- Learned internal systems and related service role duties to provide support for member demands
- Stay current with policy changes and procedures
- Available in assisting peers through Webex in group and individual chat spaces
- Engaged, encouraged, and motivated team in a virtual setting
- Host monthly teach back sessions in team meetings
Education
Associate of Science - Photography
Pensacola State College
Pensacola, FL12.2020
Skills
- Coaching and Mentoring
- Building Relationships
- Multitasking and Prioritization
- Calm and Professional Under Pressure
- Efficient and Detail-Oriented
- Presentation Production and Delivery
- Verbal and Written Communication
Accolades
- January, 2023- I was awarded Team Member of the Month for the Account Services II Branch.
- October, 2022- Received the "High Five Award" and was recognized amongst peers as a high performer in the Contact Center
Timeline
MSR Mentor
Navy Federal Credit Union
11.2022 - Current
Member Service Representative II
Navy Federal Credit Union
05.2021 - 11.2022
Associate of Science - Photography
Pensacola State College
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