Melissa Boulier

• Enhanced member satisfaction by implementing efficient card services and digital banking strategies and streamlining processes.
• Reduced fraud incidents by developing and enforcing strict security protocols for card and faster-payments transactions.
• Developed comprehensive training programs for new hires, improving their skills and knowledge in the field of card services and digital banking.
• Oversaw successful system migrations, minimizing downtime and ensuring smooth transitions for both members and employees.
• Cultivated strong relationships with key stakeholders, facilitating partnerships that contributed to business growth and expansion opportunities.
• Championed innovative technology solutions that improved efficiency and streamlined operations within the Card Services and Digital Banking.

• Improved customer satisfaction by implementing effective contact center strategies and streamlining processes.
• Developed strong relationships with clients by prioritizing communication and understanding their unique needs.
• Increased employee retention through effective coaching, mentoring, and professional development opportunities.
• Implemented innovative technologies to enhance contact center performance and efficiency.
• Created comprehensive training programs for new hires, resulting in faster onboarding and increased productivity.
• Achieved high levels of customer satisfaction with proactive issue resolution strategies and consistent followup.

• Supervised a team of thirty to forty contact center, electronic services and quality assurance specialists who were responsible for servicing credit union members via phone, email, chat and secure message
• Improved customer satisfaction by implementing effective contact center strategies and streamlining processes.
• Reached target KPIs consistently by closely monitoring agent performance, providing ongoing coaching, and addressing any gaps in knowledge or skill sets.
• Created new Quality Assurance program which included skill definitions for both our incoming call and e-Contact channels
• Monitored cintact quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
• Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
• Executed Monthly Performance Plans with representatives to to identify production gaps.
• Increased employee retention through effective coaching, mentoring, and professional development opportunities.

• Managed between nine and 14 agents for both the Solutions Center and Banking Support call center teams, as well as a team lead for each group
• Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
• Coached and developed agents during monthly scorecard meetings and provided real-time coaching during silent monitoring, side-by-sides or through written correspondence
• Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
• Successfully led a Rapid Action team that resulted in improved efficiencies and streamlined processes within the Solutions Center
• Collaborated with multiple department stakeholders on corporate initiatives, projects and goal setting.

Positions held throughout 16 year tenure included :

• Quality Assurance & Training Manager Mar. 2012- July 2015
• Customer Service Trainer Oct. 2011- Mar. 2012
• Quality Assurance Analyst Sept.2010- Oct. 2011
• Call Center Mar. 2009- Sept. 2010
• Banking Center Management Feb. 2005- Mar. 2009