Jamie Jametski
Des Moines,WA
Summary
Dynamic Contact Center Lead Consultant at BECU with a proven track record in enhancing service quality and efficiency. Skilled in coaching and mentoring, I drive cross-team collaboration while effectively managing escalated concerns. My strong communication abilities and commitment to team success have consistently resulted in satisfied members and improved operational performance.
Overview
9
9
years of professional experience
Work History
Contact Center Lead Consultant
BECU
03.2024 - Current
- Seized opportunities to boost service quality and efficiency.
- Demonstrated flexibility and commitment to support team success.
- Monitored team volume and workflow to maintain service delivery within quality standards.
- Provide real-time coaching to team members, enhancing their confidence and capability.
- Managed escalated concerns effectively, resulting in satisfied members.
Technical Support Analyst
BECU
05.2023 - 03.2024
- Ensured responsibilities met BECU competency standards.
- Identify operational issues affecting member experience in virtual banking services.
- Acted as a key contact for resolving technical issues through appropriate channels.
- Completed assigned additional duties.
- Interpret service and quality targets and take appropriate action.
Secure Messaging Consultant
BECU
08.2016 - 06.2023
- Coordinated message exchanges within the team.
- Balanced time effectively across incoming messages.
- Maintain uninterrupted communication throughout the day.
- Promoted member advocacy through remote communication channels.
Skills
- Coaching and mentoring
- Call center experience within multiple specialty teams
- Workforce management
- Strong communicator
- Drive cross team collaboration
- Friendly, positive attitude
- Multitasking Abilities
- Training & Development
- Monitor call volumes
- Feels welcomed
- Leading with inspiration and guidance
- Team contributor
Timeline
Contact Center Lead Consultant
BECU
03.2024 - Current
Technical Support Analyst
BECU
05.2023 - 03.2024
Secure Messaging Consultant
BECU
08.2016 - 06.2023
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