MICHELE RENE’ AICHELE
Fifth Third Bank
Alexandria,KY
7
years of professional experience
Results-oriented professional with experience in Sales and Collections, driving client account recovery and financial resolution. Skilled in communication and problem-solving, fostering collaboration to achieve business objectives. Seeking a leadership role to enhance team performance and contribute to organizational success.
Work History
Senior Support Team Lead
4 Months- Led daily leadership support through call listening, supervisor call backs, defect reviews, and individualized coaching, identifying performance and quality trends to reinforce consistent customer experiences.
- Identified quality and process gaps across Customer Solutions, delivering targeted coaching and feedback to enhance accuracy, compliance, and overall account handling.
- Led support team in resolving customer inquiries, enhancing satisfaction and service quality.
- Trained new staff on operational procedures, fostering team efficiency and knowledge retention.
- Developed and implemented process improvements, streamlining support workflows and reducing response times.
Support Team Lead
9 Months- Conducted back-office audits of settlements, hardship programs, and FEMA-related accounts, identifying defects and ensuring adherence to established procedures for account handling.
- Identified quality and process gaps across Customer Solutions, delivering targeted coaching and feedback to enhance accuracy and compliance in account handling.
- Led support team to enhance customer service efficiency and resolve complex issues.
- Trained and mentored junior staff on best practices for client interactions and problem resolution.
- Developed training materials to improve onboarding process for new support team members.
Financial Guidance Counselor
3 Months- Collaborated with teammates and leadership to manage accounts, prioritizing hardship cases and settlements with empathy and urgency to meet time-sensitive goals and maintain service expectations.
- Created a OneNote resource to document key processes, tasks, and quick links for department functions, ensuring smoother onboarding and continuity for future team members.
- Facilitated individual and group counseling sessions to support employee well-being and development.
- Developed and implemented personalized career development plans for employees, enhancing growth opportunities.
- Collaborated with management to identify training needs and deliver targeted workshops on professional skills.
Customer Solutions Advocate
7 Months- Consistently ranked among top performers in collections, exceeding pull through by effectively resolving delinquent accounts and securing customers commitments.
- Developed One Note to organize and centralize training materials for Customer Solutions, enabling trainers to access resources quickly for future classes.
- Acted as subject matter expert for navigation and new hire training, creating a call flow to support consistency and performance.
Senior Supervisor
3 Years 2 Months- Supervised and guided a team of 22 frontline employees to achieve organizational objectives and ensure client satisfaction.
- Led daily audits of TTY (hearing-impaired) call types in response to high fail rate, dedicating two hours daily to review calls, identify root causes, and collaborating with onshore and offshore advocates. Participated in the monthly issue meeting with OCC, partnered with senior supervisors across locations and drove improvements that resulted in the decommissioning and transition of this call to 411 team for improved consistency and performance.
- Analyzed sales performance metrics offering constructive feedback and addressing performance challenges, utilizing effective coaching methods increasing sales by 3% in 2 months exceeding expectations.
- Implemented coaching and performance improvement strategies in response to strategic changes, enhancing team effectiveness.
- Supported departments as a backup manager, ensuring continuity in operations.
- Managed Citibank projects and initiatives
- Created onboarding guide for new senior supervisors to address training gaps, detailing critical processes; adopted department-wide and shared across the organization as a standard resource.
- Conducted daily audits of TTY (hearing-impaired) call types, dedicating two hours to review calls and collaborate with onshore and offshore advocates, leading to improved call quality and consistency. Participated in the monthly issue meeting with OCC, partnered with senior supervisors across locations and drove improvements that resulted in the decommissioning and transition of this call to 411 team for improved consistency and performance.
- Leveraged Microsoft Suite applications to streamline daily operations generating comprehensive reports.
- Citibank Projects and Initiatives
Sales & Service Specialist
1 Year 8 Months- Led Sales Initiatives, including running daily reports and communicating updates to senior management.
- Managed software programs in Windows environment, overseeing client calls to ensure effective resolution of inquiries.
- Led special projects to resolve technical issues within the team., addressing team technical issues.
- Led sales initiatives, running daily reports and updating senior management on performance and developments.
- Spearheaded projects to enhance sales strategies, contributing to revenue growth.
- Conducted new hire training sessions for staff.
Education
Associate degree - Medical Certification Electocardiography
Skills
Microsoft 365 Suite
ACE
CACS
ALS
NICE
Nexidia
Timeline
Senior Support Team Lead
Fifth Third Bank
06.2026 - CurrentRead More
Support Team Lead
Fifth Third Bank
09.2025 - 06.2026Read More
Financial Guidance Counselor
Fifth Third Bank
06.2025 - 09.2025Read More
Customer Solutions Advocate
Fifth Third Bank
11.2024 - 06.2025Read More
Senior Supervisor
Citibank
09.2021 - 11.2024Read More
Sales & Service Specialist
Citibank
01.2020 - 09.2021Read More
Cincinnati State Technical and Community College
Associate degree from Medical Certification Electocardiography
Read More