Nishea Hendricks

- Reviewed 100-200 MSR calls monthly, providing feedback to enhance call handling, customer satisfaction, and to ensure compliance and identify improvement areas.
- Led monthly calibration sessions, improving team service excellence.
- Acted as internal consultant, driving a boost in Contact Center efficiency.
- Maintained performance data for weekly reporting.
- Mentored 50+ new hires on customer service and procedural skills to increase accuracy while working with members once transitioned from training.

- Efficiently navigated multiple PC screens and applications, improving call handling efficiency.
- Consistently exceeded performance expectations by leveraging empowerment opportunities.
- Volunteered for additional duties, contributing to team productivity and morale.
- Created engaging virtual team-building initiatives, boosting team motivation and cohesion.
- Led team projects, driving collaboration and achieving key call center goals.
- Applied analytical and technical skills to resolve customer issues effectively and quickly.
- Simplified complex information for members, enhancing engagement and reinforcing Navy Federal's values.