Jonathan Rambaud
Kansas City,MO
Summary
Experienced in leading and directing call center operations with more than 50 employees. Disciplined supervisor with 13 years of experience. Accomplished in improving customer satisfaction, increasing quality and reducing call times with hands-on leadership of call center employees. Evaluates staff performance against forecasted trends and makes proactive adjustments to policies and procedures. Knowledgeable about overseeing schedules, administration and training. Hardworking and detail-oriented team leader experienced in call center environments, customer service management and team leadership.
Overview
14
14
years of professional experience
Work History
Contact Center Senior Supervisor
Waddell & Reed
10.2017 - 07.2022
- Supervised and tracked phone and email activity using various contact center applications and software tools.
- Demonstrated professional and polished demeanor with positive, upbeat and friendly personality and supported calling work during times of peak contact volume.
- Developed and executed contact strategies and improved end-to-end processes and client satisfaction ratings.
- Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
- Directed, guided, coached and mentored team of 10 agents and surpassed individual and corporate goals.
- Determined quality assurance benchmarks and set standards for improvement.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Developed quality employees within call center to take over leadership positions.
Senior Advisor Medalist Representative
Waddell & Reed
11.2008 - 10.2017
- Provided support to top 100 producing advisors through transactional support.
- Make individual decisions on specific situations rather than "set" procedures.
- Research fiancial issues, determine solutions and perform corrective actions.
- Provide advisor's with "how-to" procedures
- Respond to written and telephone inquires from shareholders and financial advisors.
- Provide system support - Docupace, Envestnet, ESIGN, Estub, NetX360.
Education
Bachelor of Arts - Business Administration And Management
Rockhurst University
Kansas City, MO05.2008
Skills
- Strong verbal and written communication skills
- Excellent organizational skills and attention to details
- Excellent problem analysis and resolution
- Employee Motivation
- Project Planning
- Call Center Software
Timeline
Contact Center Senior Supervisor
Waddell & Reed
10.2017 - 07.2022
Senior Advisor Medalist Representative
Waddell & Reed
11.2008 - 10.2017
Bachelor of Arts - Business Administration And Management
Rockhurst University
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