Jeannine Bauman
Greater Lansing Area,MI
Summary
Seasoned Professional with demonstrated expertise in operational leadership, employee engagement, project and program management, learning and development. Excels in managing call center operations and developing strategic initiatives for quality assurance and customer service excellence. Skilled in policy and procedure development, budget analysis, and stakeholder liaison. Adept at fostering a culture of continuous improvement and aligning initiatives with organizational goals. Proven track record in team leadership, performance enhancement, and efficient handling of complex account management. Technically proficient in various call center technologies, CRM systems, eLearning tools, SharePoint and ServiceNow, underscoring a commitment to operational efficiency and data-driven decision-making.
Overview
33
33
years of professional experience
Work History
Contact Center Training Manager
CLEAResult
2019 - 2023
- Actively engaged in bi-annual strategic planning with senior leadership, setting key performance indicators aligned with organizational and client goals, demonstrating adeptness in long-term goal setting and strategic direction.
- Key contributor in the development, implementation, and documentation of policies and procedures, enhancing operational effectiveness and compliance. Collaborated across departments to support and integrate new policies.
- Innovated in employee engagement through the development of onboarding and orientation programs, continuously improved by employee feedback. Implemented employee satisfaction surveys and focus groups, turning feedback into actionable strategies in collaboration with leadership.
- Managed the team's budget with a focus on fiscal responsibility and strategic adjustments, actively participating in quarterly budget reviews for optimal resource allocation.
- Designed and implemented employee surveys for program improvement, addressing customer service concerns through representative coaching and training refreshers, thereby enhancing service delivery.
- Fostered collaboration with internal teams such as Workforce Management, Program teams, clients, Corporate Training, and Legal, aligning team efforts with broader organizational objectives.
- Led the development of comprehensive training programs, conducting regular quality assessments to ensure high customer service standards, aligning training efficiency with strategic operational goals.
- Managed a dynamic team, including Supervisors and Representatives, instilling a culture of excellence and accountability. Employed data-driven strategies for continuous performance improvement.
- Actively involved in process optimization, focusing on efficiency, risk mitigation, and enhanced customer experiences. Developed performance metrics and dashboards for effective monitoring and benchmarking.
Contact Center Operations Manager
CLEAResult
2014 - 2019
- Actively participated in community events across Michigan, educating clients' customers about available programs. Built strong rapport with clients, ensuring responsiveness to inquiries and change requests. Regularly reported team progress in weekly client meetings.
- Bridged gaps in the field technician team, dispatchers, and advisors, fostering a stronger, more cohesive unit. Organized all-team meetings for relationship building, resulting in enhanced team support and collaboration. Created and organized annual Office Olympic Games, promoting team bonding and fun.
- Implemented workflow changes, streamlining scheduling processes and customer reminder calls, significantly improving operational efficiency.
- Actively participated in Diversity and Inclusion teams, emphasizing a commitment to inclusivity and equitable treatment within the workforce.
- Managed various cross-departmental projects, overseeing project budgets and maintaining adherence to project timelines, demonstrating strong project management skills.
- Utilized multiple systems, including Salesforce, PowerClerk, Geotab, and Microsoft Dynamics, to efficiently manage teams and operations.
- Conducted bi-monthly one-on-one meetings with team members, providing feedback, recognition, and coaching. Set and communicated clear expectations, aligning team efforts with organizational goals.
- Led the team through critical situations, minimizing negative impacts on client services and turning challenges into opportunities for positive feedback and customer accolades.
- Collaborated in the design of technological systems for route optimization and real-time performance tracking, enhancing service delivery and operational efficiency.
- Regularly reviewed performance metrics and indicators, using insights for strategic decision-making and continuous operational improvements, ensuring high customer satisfaction levels.
- Oversaw multiple departments, maintaining a comprehensive approach to workforce management and process optimization, and ensuring adherence to benchmarks and objectives.
Executive Team Leader, Logistics
Target Corporation
2013 - 2014
- Established strong relationships with team members, fostering an environment where concerns and issues were openly addressed and resolved. This approach encouraged a culture of trust and open communication, vital for team cohesion and effectiveness.
- Managed and documented shipment activities and cargo movements, ensuring the ability to track history and maintain precise records. This attention to detail in logistics enhanced operational accuracy and accountability.
- Actively mentored employees, focusing on skill improvement and professional development. This initiative enabled team members to reach peak performance levels, contributing to overall team efficiency.
- Conducted thorough investigations to resolve logistical issues and discrepancies in cargo movements, demonstrating problem-solving skills and a commitment to operational excellence.
- Led and managed shipping, receiving, and warehouse personnel with comprehensive oversight. Showcased strong leadership skills, effectively coordinating and optimizing various operational aspects.
- Designed and meticulously tracked key performance indicators, using these metrics to drive enhanced performance across the team. This data-driven approach helped in aligning operations with strategic goals and improving overall efficiency.
Support Services Manager
Kellogg Community Credit Union
04.2008 - 11.2010
- Vigilantly monitored employee and customer interactions to assess and ensure the highest quality of service. Analyzed customer service data to identify trends and develop solutions, significantly improving the customer experience.
- Provided expert technical support to customers, effectively troubleshooting issues and offering solutions. Created and implemented maintenance plans for customer accounts, enhancing customer satisfaction and reliability.
- Led a team with a focus on continuous improvement and professional growth. Established and monitored goals, conducted performance reviews, and administered salaries, fostering a culture of high performance and accountability.
- Identified opportunities to streamline processes, improving office operations and overall efficiency. Implemented project management techniques to address challenges and boost team productivity.
- Maintained primary accountability for client relationships, ensuring high client satisfaction and maximizing profitability. Negotiated and executed contracts, representing the department effectively.
- Cultivated strong relationships with vendors and partners, supporting administrative operations and enhancing service delivery.
- Coached employees through daily tasks and complex problems, organizing team-building events and implementing incentives to boost morale and team cohesion.
- Championed the overhaul of digital banking services, leading the successful implementation of online platforms, mobile applications, and payment services. This initiative led to enhanced customer engagement and operational efficiency.
- Drove a 12% growth in the digital banking user base through strategic initiatives modernizing banking operations. Ensured operational compliance, instituting cash control, branch security, and audit procedures, reducing regulatory risks.
- Administered key operational compliance protocols, including SAR and CTR filings and comprehensive BSA training, contributing to the bank's focus on risk management and staff development.
- Strategically led two Branch Supervisors in high-traffic locations, driving exceptional performance in service and financial objectives. Managed team budgets prudently and forged strong vendor relationships, securing beneficial terms through strategic negotiations.
Project Manager
Advia Credit Union
Parchment, MI
2002 - 2008
- Managed several concurrent, high-profile and high-budget projects including new technological products and services.
- Ensured organizational alignment, planned, and created formal project plans, implemented projects, and ensured successful strategic conclusions to project work.
- Managed strategic, departmental, and organizational projects through entire project life cycle (intake, planning, implementation, and closure).
- Coordinated project meetings, created agendas, meeting objectives, document follow-ups and ensured team participation.
- Liaison between vendors and credit union stakeholders.
- Coordinated activities between groups, developed requirements by eliciting objectives and tasks through discussions.
- Shared project status updates for completed work, work in progress, risks and successes to Executive Management and Board of Directors.
- Streamlined operational processes to enhance efficiency and reduce costs.
- Introduced automation tools to minimize manual errors and increase production.
Owner
D&J Lawncare
Kalamazoo, MI
01.1995 - 01.2007
- Founded and successfully managed a lawn care business, providing high-quality landscaping services to a diverse clientele.
- Oversaw all aspects of business operations, including marketing, client relations, scheduling, and financial management.
- Developed and implemented efficient lawn care and maintenance protocols, ensuring client satisfaction and repeat business.
- Trained and led a team of lawn care professionals, fostering a culture of excellence and professionalism.
- Cultivated strong customer relationships through exceptional service and timely communication.
- Managed the procurement and maintenance of lawn care equipment, optimizing performance and reducing operational costs.
- Innovated and introduced eco-friendly lawn care solutions, enhancing the company's sustainability practices.
- Conducted market analysis to identify new business opportunities and expand service offerings.
- Implemented targeted marketing strategies, significantly increasing the client base and revenue growth.
- Negotiated with suppliers and vendors to secure the best pricing, improving profit margins.
Systems Analyst, Card Operations
PNC Bank
Oshtemo, MI
1997 - 2002
- Conducted in-depth analysis of card operation system (First Data Resources), identifying areas for improvement and recommending solutions to enhance efficiency and service quality.
- Examined communications from system administrators about system upgrades, identifying potential impacts on operations teams, and worked collaboratively with these teams to prepare for the implementation of upgrades.
- Monitored and troubleshooted card processing systems, ensuring smooth and uninterrupted service for both credit and debit card transactions.
- Participated in cross-functional projects to optimize card operations, aligning system capabilities with business objectives.
- Analyzed transactional data to identify trends, anomalies, and opportunities for process optimization.
- Provided technical support and training to staff, enhancing their understanding and use of card operation systems.
- Ensured compliance with banking regulations and standards in all system processes and upgrades.
Chargebacks Coordinator
PNC Bank
Oshtemo, MI
1993 - 1996
- Managed the chargeback process, investigating and resolving disputed transactions to ensure compliance with banking regulations and card network guidelines.
- Liaised with customers, merchants, and internal departments to gather information and evidence for chargeback cases.
- Analyzed transaction data and customer information to make informed decisions on chargeback claims.
- Maintained detailed records of all chargeback cases, documenting actions taken and outcomes achieved.
- Provided exceptional customer service, addressing inquiries and concerns related to chargeback issues with professionalism and empathy.
- Stayed updated with the latest industry trends, regulations, and best practices in chargeback management and fraud prevention.
- Collaborated with the fraud detection team to identify and mitigate potential fraudulent activities related to chargebacks.
Proof Operator
PNC Bank
Oshtemo, MI
1991 - 1993
- Accurately processed and verified large volumes of financial transactions daily.
- Utilized specialized banking software for encoding and balancing checks, adhering to bank policies and regulatory standards.
- Maintained exceptional accuracy and attention to detail, identifying and resolving discrepancies swiftly.
- Assisted in the preparation of daily reports and account reconciliations, showcasing strong organizational skills.
- Contributed to the bank's efficient operations and upheld the integrity of financial data.
Education
BBA - Business Administration And Management
04.2013
Skills
- Strategic Planning and Vision
- Quality Assurance & Policy Development
- Stakeholder Liaison
- Team Leadership & Employee Engagement
- Call Center & Complex Account Management
- Team Leadership & Performance Improvement
- Budget Analysis & Financial Management
- Policy and Procedure Development
- Project Management
Technical Experience
- Call Center Technology Tools (Five9, Genesys, ConnectFirst)
- Microsoft O365
- Virtual training platforms and eLearning Development Software (Camtasia, Articulate, Storyline, Workday LMS)
- Google Suite
- Outlook
- Teams
- Skype
- Zoom
- SharePoint
- Salesforce
Timeline
Contact Center Training Manager - CLEAResult
2019 - 2023
Contact Center Operations Manager - CLEAResult
2014 - 2019
Executive Team Leader, Logistics - Target Corporation
2013 - 2014
Support Services Manager - Kellogg Community Credit Union
04.2008 - 11.2010
Project Manager - Advia Credit Union
2002 - 2008
Systems Analyst, Card Operations - PNC Bank
1997 - 2002
Owner - D&J Lawncare
01.1995 - 01.2007
Chargebacks Coordinator - PNC Bank
1993 - 1996
Proof Operator - PNC Bank
1991 - 1993
Western Michigan University - BBA, Business Administration And Management