Leslie A. Norman
LEICESTER
Summary
Results-driven Customer Care Center Department Manager recognized for productivity and efficient task completion. Skilled in conflict resolution, team leadership, and performance monitoring to ensure optimal customer service. Excel in communication, empathetic listening, and problem-solving, allowing for effective management of diverse teams and customer satisfaction.
Overview
23
23
years of professional experience
Work History
Customer Care Center Manager
Tompkins Community Bank
Batavia
01.2022 - Current
- Managed scheduling and workflow for high-demand periods.
- Collaborated with key business partners to align strategies with company goals.
- Ensured compliance with applicable laws and regulations pertaining to consumer protection.
- Developed reports detailing overall call center performance as well as individual agent performance statistics.
- Created an effective system of communication between various departments within the organization to facilitate better resolution of customer complaints.
- Initiated and delivered disciplinary action when necessary due to employee misconduct or poor job performance.
- Held regular team meetings to discuss current projects, best practices, changes in policy and procedures.
- Developed and implemented strategies for improving customer service operations and resolving customer issues.
- Evaluated agent performance against established goals and provided feedback as needed.
- Trained to led projects and utilized skills to evaluate company initiatives with key stakeholders.
Customer Care Center Operations Officer
Tompkins Community Bank
Batavia
02.2016 - 01.2022
- Managed daily operations to ensure smooth workflow within the banking environment.
- Supervised and coached a workforce of up to 20 agents at a time.
- Continual drove performance with metric based campaigns.
- Consistently developed and implemented process improvements.
International Sales Officer
HSBC Bank USA
Depew
09.2010 - 02.2016
- Consistently earned top scorecard, focused on quality and productivity.
- Created strategies to improve existing procedures.
- Lead virtual training sessions with foreign employees to improve processing quality.
- Worked as a team leader to develop employee engagement programs.
International Banking Center Representative
HSBC
Buffalo
12.2008 - 09.2010
- Provided support to bank officers servicing high net worth clients.
- Processed Credit Transfer Form requests, obtaining credit records from affiliates in foreign countries to facilitate credit applications.
- Created and implemented procedures for HSBC Canada general email boxes.
- Trained offshore staff to support new procedures.
CRC Retail Service & Sales Representative
HSBC Bank USA
Depew
01.2008 - 12.2008
- Developed strong relationships with clients to understand their financial needs.
- Assisted clients in navigating financial services and solutions offered by the company.
- Managed customer inquiries and resolved issues efficiently and professionally.
- Developed customized sales techniques to successfully sell and upsell services to new and existing clients.
- Maintained accurate records of all sales and prospecting activities.
- Identified opportunities for cross-selling additional products and services.
- Recognized security risks to properly handle situations.
Teller / Customer Service Representative
Five Star Bank
East Aurora
02.2003 - 12.2008
- Accomplished roles in supervisory / training positions and developed sales materials.
- Processed customer transactions efficiently and accurately.
- Assisted customers with account inquiries and banking services.
- Maintained cash drawer and balanced funds daily.
Education
High School Diploma - Math & History
American School
East Lansing, IL 08.2025 - 01/1997
Skills
- Call center management
- Customer relationship management
- Performance evaluation & management
- Compliance assurance
- Process improvement
- Team leadership
- Conflict resolution
- Data analysis
- Scheduling optimization
- Agent training
- Strategic collaboration
Timeline
High School Diploma - Math & History
American School
08.2025 - 01/1997
Customer Care Center Manager
Tompkins Community Bank
01.2022 - Current
Customer Care Center Operations Officer
Tompkins Community Bank
02.2016 - 01.2022
International Sales Officer
HSBC Bank USA
09.2010 - 02.2016
International Banking Center Representative
HSBC
12.2008 - 09.2010
CRC Retail Service & Sales Representative
HSBC Bank USA
01.2008 - 12.2008
Teller / Customer Service Representative
Five Star Bank
02.2003 - 12.2008