Robin McKnight
Tamaqua,PA
Summary
Achieved a personal NPS score of 94.6% at Wells Fargo, showcasing exceptional customer service and analytical skills. Expert in Microsoft Office and call center technologies, I consistently exceeded performance metrics, driving customer satisfaction and operational efficiency. My leadership fostered team productivity and loyalty through tailored financial solutions and strategic workforce management.
Overview
26
26
years of professional experience
Work History
Personal Banker
Wells Fargo
05.2023 - Current
- Utilized strong interpersonal communication skills during client interactions.
- Assisted customers with closing accounts, completing loan applications, opening and renewing Certificate of Deposit s
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Generated new business by conducting thorough financial needs assessments and offering tailored options to clients.
- Improved customer satisfaction by providing personalized banking solutions and exceptional service.
- My personal NPS score was 94.6%. The overall for the branch increased from 82% to 89.2% YTD
- Promoted financial products by maintaining excellent service offering knowledge.
- Delivered comprehensive financial advice, strengthening client relationships and promoting long-term loyalty.
- Exceeded individual performance metrics consistently while maintaining exceptional levels of client satisfaction ratings throughout tenure as Personal Banker.
- Contributed to a positive work environment, fostering teamwork among colleagues to enhance productivity levels.
Bank Teller
Wells Fargo Bank
03.2022 - 05.2023
- Reconciled cash drawer and ATM, handling over 100k per day
- Ensuring customer satisfaction with patience and a positive attitude
- Assisted in dual control to audit cash drawer, Vaults and ATM's.
RSC/Dispatcher
Charter Communications
06.2019 - 09.2021
- Developed delivery routes and maintained contact with drivers throughout the day
- Collaborated with management to modify daily routes to accommodate the customer's needs
- Acted as a communication liaison through the two-way truck radio system and answered incoming phone calls from drivers on the road
- Cultivated strong relationships with drivers and customers to reduce the stress that comes with last minute schedule changes
- Monitored any sudden route changes or road construction issues and worked with drivers to establish new routes.
Coordinator, Workforce Operations
Charter Communications
02.2014 - 03.2018
- Monitored call center performance for all customer contact centers including volume distribution to ensure budget and company goals are met
- Proactively identified techniques to improving call distribution and analysis to communicate to care leadership
- Provided feedback to the appropriate managers and supervisors on performance results and worked with the Call Center leadership on performance issues as necessary
- Responsible for providing call center performance justification for Service Level, Volume to Forecast and real-time staffing
- Collaborated with outsource partners to ensure provided forecasts are correct and included in reporting
- Developed short term staffing changes to backfill staffing gaps
- Developed a system to track customer impacting events for timely resolution in order to enhance customer experience
- Served as admin for real-time adherence providing support, training and set up for all users
- Supervised specialist staff to ensure service level goals are achieved for residential and Internet/phone customers across the NYC Market
- Developed a consultative partnership with front line management to maximize call center performance, while fostering an employee friendly, goal orientated culture
- Optimized workforce planning and execution to support decisions between cost, schedule and quality
- Managed the configuration and support for centralized workforce management software (Aspect eWFM, ETS, RTA) systems to govern the input metrics and ensure integrity
- Partnered with telecom, IT and software development teams to ensure effective alignment and coordination between Customer Care and these partner organizations
- Facilitated software support for centralized workforce management software.
Supervisor, Regional Operations Support
Time Warner Cable
07.2006 - 03.2014
- Reported to Operations Manager and worked closely with site Directors, Managers and key business partners
- Managed day-to-day operations within the call center, with an emphasis on enhancing customer experience, reducing ASA
- Managed and opened Eventrak Tickets for service related issues, escalating to the NOC VIDEO team (Formerly EAST RNOC)
- Managed and opened Remedy tickets for internal tool issues impacting CSG, Call routing, Agent Desktop tools by working with the Telecom, Virtual Desktop team, Billing operations and other fix agents to resolve
- Analyzed operational data, including call volume trends and historical statistics (e.g
- ACD); reviewed all scheduling and work-volume issues
- Managed inbound residential care service level to company established goals
- Trained team members on new applications and operational procedures
- Created reports on historical data and forecasting results, as well as real-time and custom reports (e.g
- CMS)
- Analyzed and made recommendations based on forecasts on an intra-daily, daily, weekly, monthly, and annual basis for all workgroups
- Worked with Director of channel management as an "EIVR" tester on a monthly basis checking for compliance and making recommendations.
Customer Service Representative/Traffic Desk
Time Warner Cable
09.1998 - 07.2006
- Handled inbound sales queries about cable & Internet services, which involved gathering client requirements and presenting product/services offerings and customized solutions to meet client needs
- Resolved billing queries and escalated service issues to the appropriate department
- Worked closely with other departments to pro-actively solve potential order problems.
Education
Diploma -
Forest Hills High School
Skills
- Windows
- Microsoft Office Proficient (Excel, Word)
- IEX
- EPA
- EWFM
- ETS Studio
- Avaya CMS Supervisor
- Proficient CSG Billing Platform
- Comprehensive knowledge of call center technology, metrics and practices
- Excellent analytical and interpersonal skills
- Strong leadership/managerial skills
- Excel in Customer Service
Accomplishments
- Served as point person for the May 2017 conversion of NYC Contact Centers from Local to virtualized call center.
- Call Center Management Software (CMS) where I serve as care administrator for reporting of call volume, service levels and average handle times.
- Implementation of the Avaya Telephony system within four call centers supporting over 900 agents.
- Increased service level for NYC Customer Care to 87%, by passing the yearly goal of 75%.
Timeline
Personal Banker
Wells Fargo
05.2023 - Current
Bank Teller
Wells Fargo Bank
03.2022 - 05.2023
RSC/Dispatcher
Charter Communications
06.2019 - 09.2021
Coordinator, Workforce Operations
Charter Communications
02.2014 - 03.2018
Supervisor, Regional Operations Support
Time Warner Cable
07.2006 - 03.2014
Customer Service Representative/Traffic Desk
Time Warner Cable
09.1998 - 07.2006
Diploma -
Forest Hills High School
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