Nicole Lyons
Deer Park,NY
Summary
Dynamic Contact Center Supervisor with a proven track record at Teachers Federal Credit Union, excelling in effective coaching and performance evaluation. Enhanced team engagement and surpassed corporate goals through analytical thinking and conflict resolution. Leveraged expertise in Genesys and Salesforce to drive customer satisfaction and operational efficiency.
Overview
22
22
years of professional experience
Work History
Contact Center Supervisor
Teachers Federal Credit Union
02.2021 - Current
- Created a positive work environment, fostering strong teamwork and agent engagement.
- Supervised and tracked phone and email activity using various contact center applications and software tools.
- Ensured compliance with company policies and procedures, maintaining the highest level of professionalism within the team.
- Directed, guided, coached and mentored team of [Number] agents and surpassed individual and corporate goals.
- Conducted regular performance evaluations, identifying areas of improvement and implementing corrective action plans for underperforming agents.
- Collaborated with cross-functional departments to resolve complex customer issues and improve the overall customer experience.
Contact Center Representative
Teachers Federal Credit Union
11.2005 - 01.2021
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Handled approximately 45 incoming calls per day, along with emails, chats and faxes.
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
- Guided clients through loan options to identify suitable products.
- Improved client retention with personalized follow-up communications.
- Facilitated approval process, ensuring accurate documentation was submitted.
Branch Support Specialist
Teachers Federal Credit Union
06.2003 - 10.2005
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed client accounts to maintain accurate records, preventing discrepancies and errors.
- Implemented security measures to protect sensitive customer data, minimizing potential threats or breaches of privacy.
- Assisted colleagues with workload management during high traffic periods, maintaining optimal productivity levels across the team.
- Monitored branch work for completion and compliance.
- Contributed to branch sales goals by effectively cross-selling financial products and services to customers.
Education
Some College (No Degree) - Communications
Dowling College
Oakdale, NYSkills
- Effective coaching
- Call monitoring
- Workforce management
- Genesys and Salesforce expertise
- Analytical thinking
- Conflict resolution
- Training and development
- Performance evaluation
Timeline
Contact Center Supervisor
Teachers Federal Credit Union
02.2021 - Current
Contact Center Representative
Teachers Federal Credit Union
11.2005 - 01.2021
Branch Support Specialist
Teachers Federal Credit Union
06.2003 - 10.2005
Some College (No Degree) - Communications
Dowling College
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