Kelly Coe
San Tan Valley,AZ
Summary
Proven, experienced leader with over six years of management experience leading entry-level and mid-level staff in a financial call center setting. Experience in both in-person and remote management of an average of 45 nationally based employees. Proven success in coaching a minimum of 15 individuals consistently exceeding metric expectations. Experience in policy and procedure review, authoring, implementation, and enforcement. Excellent coaching, mentoring, and training skills. Skilled in new hire recruiting and on boarding.
Overview
21
21
years of professional experience
Work History
Operations Senior Specialist/Senior Operations Team Leader
John Hancock Investments
05.2019 - 01.2024
- Delivered World Class customer service to financial clients and their advisers managing a team of 45 with 15 direct reports with a focus on excellent customer experience
- Complex data analysis and evaluating current controls to meet business objectives and decisions.
- Streamlined internal processes for improved operational efficiency and cost savings.
- Increased productivity through data analysis and oversight minimizing overtime occurrences and increasing overall morale
- Enhanced team productivity by implementing efficient project management strategies.
- Subject matter expert on escalations; mentored and trained junior associates.
- Brought Enhancement to the Performance Management Plan for entry level associates in the areas regarding attendance, work from home expectations, risk error handling, and overall performance expectations with relevant action plans accordingly. Decreased Risk errors by 85% over three months following implementation of updates.
- New hire recruitment, training, and onboarding
- Career coaching and development, 45% positive attrition rate from direct reports annually since 2020.
Customer Service Representative
John Hancock Investments
11.2017 - 04.2019
- Developed strong product knowledge to provide accurate educational assistance based on individual customer needs.
- Provided coaching and mentoring to new hires, contributing to their successful integration to the team.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed high-stress situations and escalated calls effectively.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Assisted customers in navigating and utilizing self-serve products and tools, improving overall user experience.
Title Associate, Total Loss
Statefarm Insurance
01.2016 - 07.2017
- Managed and processed over 65 claims daily, ensuring 100% accurate documentation and proper follow up.
- Mentored new team members on proper procedures for handling auto claims cases, contributing to their professional growth within the company.
- Worked directly with customers, salvage vendors, and external partners in order to obtain negotiable titles.
Customer Care Representative
CVS/caremark
10.2015 - 12.2015
- Managed high call volume of 80 calls daily with exceptional professionalism and efficiency.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Participated in training sessions for new hires
Customer Service Representative
Santander Bank Us
10.2006 - 06.2007
- Maintained high-level knowledge of bank policies, procedures, and regulations to ensure compliance in all transactions.
- Managed $45,000.00 cash drawer accurately and efficiently, adhering to strict security protocols for vault access and transaction processing.
- Supported fraud prevention efforts by diligently monitoring transactions for suspicious activity and escalating concerns as needed.
Postal Clerk
US Navy
05.2003 - 08.2005
- Maintained records, mail, and parcels for more than 6,000 sailors both in-port and out to sea.
- Weapons qualified on 9MM, 12G shotgun, 50cal
- Stretcher bearer qualified with emergency medical trauma training
- Underway replenishment, food, fuel, ammo
- Enlisted Surface Warfare, Shellback
- Basic firefighting skills
Education
Associate of Science - Criminal Justice
University of Phoenix
Phoenix, AZAssociate of Arts - General Studies
Chattanooga State Community College
Chattanooga, TN05.2025
Skills
- US Navy Veteran
- Risk Assessment
- Regulatory Compliance
- Team Leadership
- Conflict Resolution
- Performance Metrics
- Training and Development
- Improvement Plan Knowledge
- Audit Reporting
- MS Office
- Cash management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Operations Senior Specialist/Senior Operations Team Leader
John Hancock Investments
05.2019 - 01.2024
Customer Service Representative
John Hancock Investments
11.2017 - 04.2019
Title Associate, Total Loss
Statefarm Insurance
01.2016 - 07.2017
Customer Care Representative
CVS/caremark
10.2015 - 12.2015
Customer Service Representative
Santander Bank Us
10.2006 - 06.2007
Postal Clerk
US Navy
05.2003 - 08.2005
Associate of Science - Criminal Justice
University of Phoenix
Associate of Arts - General Studies
Chattanooga State Community College
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