Gerald Daniels
Financial Partners Credit Union
Cerritos,STATE_US
20
years of professional experience
Dynamic leader with over a decade of experience in contact center operations, driving efficiency and enhancing customer experiences through innovative strategies and robust coaching.
Work History
Director of Contact Center Operations
7 Years 8 Months- Developed and implemented strategic initiatives to enhance customer service quality and operational efficiency.
- Led cross-functional teams to optimize call center workflows and improve response times.
- Established performance metrics to monitor team productivity and identify areas for improvement.
- Mentored and trained staff on best practices in customer engagement and conflict resolution techniques.
- Analyzed data trends to drive decision-making and refine operational processes within the contact center.
- Collaborated with IT departments to integrate new technologies that streamline operations and enhance customer interaction channels.
Vice President Contact Center (Temp)
2 Years 6 Months- Formulated and executed strategic initiatives aimed at enhancing financial product offerings to meet market demands.
- Facilitated collaboration among diverse teams to optimize operations and ensure high levels of client satisfaction.
- Conducted comprehensive analysis of market trends to support informed strategic decision-making and optimize competitive positioning.
- Developed and maintained relationships with key stakeholders to drive collaborative growth initiatives.
- Facilitated mentorship programs for department managers to strengthen leadership skills and improve team dynamics.
- Oversaw budget planning and resource allocation for multiple projects to maximize return on investment.
- Cultivated a motivating environment to enhance employee performance and foster team competency.
- Engaged with senior management to design and implement strategic initiatives aimed at achieving long-term goals.
Contact Center Manager
9 Years 5 Months- Oversaw daily operations of contact center, ensuring adherence to service standards and policies.
- Led team in implementing customer service strategies, enhancing member satisfaction and retention rates.
- Developed training programs for staff, improving onboarding efficiency and employee performance.
- Analyzed call metrics to identify trends, driving process improvements and operational efficiencies.
- Collaborated with cross-functional teams to streamline communication processes within the organization.
- Conducted regular performance evaluations, providing coaching and feedback to foster professional growth.
- Established quality assurance protocols, monitoring interactions to ensure compliance with regulatory standards.
- Led successful cross-functional initiatives for continuous improvement in the contact center environment.
- Reached target KPIs consistently by closely monitoring agent performance, providing ongoing coaching, and addressing any gaps in knowledge or skill sets.
- Drove process improvements through regular review sessions, incorporating valuable feedback from both staff members and customers.
- Established a positive work environment by promoting open communication, teamwork, and employee recognition initiatives.
- Analyzed key performance metrics to identify areas of improvement and implement targeted action plans.
- Enhanced quality assurance measures to ensure adherence to industry standards and best practices in customer service delivery.
Education
No Degree - Technology Management
- Strategic Planning
Skills
Customer experience
Coaching and mentoring
Innovation and creativity
Staff development
Workforce management
Time management
Problem-solving abilities
Reliability
Active listening
Decision-making
Microsoft office
Hiring and terminations
Accomplishments
- Resolved product issue through consumer testing.
- Supervised team of 30 staff members.
- Used Microsoft Excel to develop tracking spreadsheets for rep performance to goals.
- Documented and resolved abandonment issues which led to achieving abandonment goal of 5.00% or less.
Languages
English
Native or Bilingual
Timeline
Director of Contact Center Operations
Financial Partners Credit Union
10.2018 - 06.2026Read More
Vice President Contact Center (Temp)
Financial Partners Credit Union
04.2016 - 10.2018Read More
Contact Center Manager
Financial Partners Credit Union
11.2006 - 04.2016Read More
INetversity
No Degree from Technology Management
Read More