LITCHA LONDON
Charlotte,NC
Summary
Experienced Management professional skilled in leadership, team building, customer service, and contact center management. Strong background in retail branch management, corporate credit card management/training, marketing analytics management, and corporate retail sales management.
Overview
6
6
years of professional experience
Work History
Assistant Store Manager
TD BANK, NA
CHARLOTTE, NC
02.2023 - Current
- Conducted regular performance reviews with staff members to assess individual progress and set goals for future development.
- Identified areas of operational inefficiency and implemented solutions to streamline processes.
- Oversaw daily cash handling procedures, reconciling discrepancies as necessary.
- Hire, onboard, train, coach/developed candidates
ASSISTANT CONTACT CENTER MANAGER
SRP Federal Credit Union
North Augusta, SC
12.2021 - 01.2023
- Established metrics for measuring agent productivity such as number of calls answered per hour or day, average hold time per call.
- Worked closely with vendors such as telecom providers or technical support teams in order to troubleshoot any system related issues quickly.
- Managed daily operations of the contact center, including staffing, scheduling, and customer service.
- Oversaw implementation of new technologies such as automated dialers or CRM systems into the contact center environment.
- Resolved complex customer complaints in a timely manner while maintaining excellent customer relations.
EFT MARKETING MANAGER/Process Improvement Analyst
Conduent
COLUMBIA, SC
12.2018 - 12.2021
- Performed market analysis to better understand target audiences.
- Maintained relationships with key customers through regular communication.
- Developed and implemented marketing plans for new products.
Education
Associate of Applied Science - Human Services
Midlands Technical College
West Columbia, SC06-2021
Bachelor of Science - SOCIAL WORK
Limestone College
Gaffney, SCSkills
- Customer Relations
- Staff Management
- Data analysis
- Creative thinking
- Excellent Time Management
- Consultative Skills
Timeline
Assistant Store Manager
TD BANK, NA
02.2023 - Current
ASSISTANT CONTACT CENTER MANAGER
SRP Federal Credit Union
12.2021 - 01.2023
EFT MARKETING MANAGER/Process Improvement Analyst
Conduent
12.2018 - 12.2021
Associate of Applied Science - Human Services
Midlands Technical College
Bachelor of Science - SOCIAL WORK
Limestone College
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