Leesa Robinson

• Created the daily schedule for my agents to ensure proficiency in customer care, by adjusting the schedule to align with our call volume, as well as accommodate to any planned or unplanned absences.
• Navigated team towards growth and development in their role on an individual and group level, by showing them how to provide excellent service to heighten our client experience. This included but wasn't limited to the following:

-Professional word use

-Empathetic attitude

-Kind and Warm tone with client throughout the whole call

-ensuring that they showed mannerism with "Please" 'Thank -you"

-Recapping the call

-Asking the client if they needed any additional assistance

• Led team in achieving operational efficiency through strategic planning and resource allocation.
• Developed training programs to enhance staff performance and ensure compliance with banking regulations.
• Streamlined processes to reduce turnaround time for customer service inquiries, improving overall satisfaction.
• Mentored junior supervisors, fostering professional growth and enhancing team collaboration.

• Created Documents that would help guide team member to top efficiency from Customer Service skills to Technical Skills
• Developed and delivered engaging training programs to enhance employee skills and knowledge retention.
• Coordinated training sessions, ensuring alignment with organizational goals and employee development needs.
• Assessed training effectiveness through feedback surveys, refining content for improved learner outcomes.
• Mentored junior trainers, fostering a collaborative environment for knowledge sharing and professional growth.

• Create and Lead team huddle to keep team on task with company information and how to better assist our customers
• Building and maintaining professional relationships through proactively outreaching accordingly
• Support our Physical branch locations in their needs as well as with client needs in both a virtual and physical setting
• Writing correction tickets for any itm teller mistakes or machine errors that were made
• Maintaining a higher level of professionalism when dealing with co workers and clients especially when a issue is at hand
• Deescalating coworkers and clients
• I take complete ownership of every interaction whether it requires a call back or extended research.
• Analyzed financial data to identify trends and support strategic decision-making.
• Developed and implemented process improvements to enhance customer service efficiency.

• Coached Agents on how to perform their Job efficiently
• Managed Payroll
• Used PowerPoint for training
• Used Excel for spreadsheets
• Organized huddles and individual coaching with agents
• Helped come up with plans to grow the company
• Trained agents in customer service skills
• Answered questions and trained managers and supervisors as well
• Nominated to go to Philippines to train but it got cancelled.
• So to recap I Translated and assembled business requirements into detailed, production-level technical specifications, detailing new features and enhancements to existing business functionality.
• Supervised daily operations, ensuring adherence to quality standards and performance metrics.
• Trained and mentored new team members, enhancing knowledge of systems and protocols.

• Ordered and stocked inventory
• Hired applicants and fired employees
• Cooked and served as needed
• Handled some HR manners with employees