Jennifer I Sullivan
Clermont
Summary
I am a self motivated and experienced operations manager with over 23 years of contact center leadership experience. I have a proven track record of consistently meeting and exceeding performance goals. I am open to positions in leadership and individual contributor roles where my skills can be an asset to the organization and I will be able to provide a meaningful contribution.
Overview
27
27
years of professional experience
Work History
Vice President, Operations Manager
U.S. Bank
01.2016 - Current
- I oversee a team of 8 customer service managers with 160 indirect reports in the contact center
- Empower employees by coordinating necessary resources to effectively handle needs and achieve objectives
- Manage productivity to maximize service levels
- Participate in various workstreams to support business initiatives including training, recruiting, data analytics, and skill building workshops
- Collaborate with internal and external partners to analyze operational trends
- Manage multiple tasks/projects and deadlines simultaneously
- Provides strong, dynamic leadership that mentors, develops, and guides front line leaders and employees to effectively deliver customer loyalty and employee engagement
- Participate as a mentor to new leaders joining the organization
Operations Customer Service Manager
U.S. Bank
01.2000 - 05.2016
- Identified financial strengths and weaknesses by regularly reviewing KPI’s and tracking sheets
- Maintained optimal employee coverage for business needs with well-prepared team schedules
- Approached and solved work problems with initiative and knowledge of business operations
- Managed customer experiences with a close eye on customer and team member interactions, touchpoints and methods of engagement.
Customer Service Representative
U.S. Bank
03.1999 - 12.1999
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Education
Some College (No Degree) - Behavioral Sciences
Metropolitan State College of Denver
Skills
- Strategic planning
- Project Management
- Process improvement
- Time Management
- Collaboration
- Customer Service
- Call Center Operations
- Workforce Management
- Amazon Connect (AWS)
- IEX Workforce Management
- Workday
- Problem-Solving
- Decision-Making
- Process Improvement Strategies
- Planning and Implementation
- Strategic Partnerships
- Written and verbal communication
Timeline
Vice President, Operations Manager
U.S. Bank
01.2016 - Current
Operations Customer Service Manager
U.S. Bank
01.2000 - 05.2016
Customer Service Representative
U.S. Bank
03.1999 - 12.1999
Some College (No Degree) - Behavioral Sciences
Metropolitan State College of Denver