Mckinzi Atwood
Salt Lake City,UT
Summary
Dedicated and results-oriented Call Center Wire Team coach with 4 years of experience in leading high-performing teams in the banking industry. Demonstrated expertise in wire transfer operations, coupled with strong leadership and communication skills. Proven track record of optimizing workflow efficiencies, ensuring compliance with regulatory requirements, and delivering exceptional customer service. Skilled in coaching and mentoring team members to achieve performance targets and exceed service level agreements. Adept at problem-solving and conflict resolution, with a focus on driving continuous improvement and fostering a collaborative work environment. Committed to delivering excellence in every aspect of wire transfer services while maintaining a customer-centric approach
Overview
7
7
years of professional experience
Work History
Wire Transfer Specialist Team Coach
Discover Financial
01.2020 - 06.2023
- Streamlined wire transfer processes by implementing advanced software solutions, reducing processing time and increasing efficiency.
- Lead and motivate the wire transfer team by setting clear goals, providing constructive feedback, and fostering a culture of collaboration, accountability, and continuous learning to drive individual and collective performance.
- Execute wire transfer requests with meticulous attention to detail to minimize errors and mitigate potential risks associated with fund transfers.
- Collaborate with internal stakeholders, including compliance, risk management, IT, and customer service departments, to address operational challenges, streamline processes, and ensure alignment with organizational objectives and regulatory standards.
- Establish rigorous quality assurance protocols and conduct regular audits of wire transfer transactions to ensure adherence to regulatory requirements, such as AML, KYC, and OFAC regulations, while mitigating fraud risks and maintaining data integrity.
- Maintain open and transparent communication channels with team members, stakeholders, and management, providing regular updates on performance metrics, operational challenges, and compliance issues, facilitating informed decision-making and alignment across departments.
- Trained new employees on wire transfer procedures, enhancing team performance and ensuring consistent service quality.
Call Escalation Manager
Discover Financial
04.2016 - 01.2020
- Develop clear and standardized escalation procedures outlining criteria for escalating customer issues to higher tiers of support, ensuring consistency, efficiency, and accountability in handling escalations.
- Prioritize the resolution of escalated issues with a focus on delivering exceptional customer experiences, demonstrating empathy, active listening, and problem-solving skills to address customer concerns promptly and effectively.
- Foster open communication channels between frontline agents, escalation teams, and management to facilitate seamless handoffs, share insights, and collaborate on resolving complex customer issues efficiently.
- Provide training and educational programs to bank employees on legal and regulatory compliance matters, promoting awareness and understanding of key legal risks and obligations.
- Ensure strict adherence to all relevant banking laws, regulations, and compliance requirements, including but not limited to anti-money laundering (AML), know-your-customer (KYC), and consumer protection laws.
Education
High School Diploma -
Herriman High School
Herriman, UTSkills
- Conflict resolution techniques
- Adaptability in Processes
- Relationship Management
- International Wire Transfers
- Team Leadership
- Attention to Detail
- Financial Literacy
- Conflict Resolution
- Customer Focus
Timeline
Wire Transfer Specialist Team Coach
Discover Financial
01.2020 - 06.2023
Call Escalation Manager
Discover Financial
04.2016 - 01.2020
High School Diploma -
Herriman High School