Robin R Maxwell

• Maximized revenue by proactively building and managing key customer relationships.
• De-escalated customer issues with proven conflict mediation and problem-solving abilities.
• Addressed incoming customer inquiries and complaints and facilitated timely resolutions, increasing customer satisfaction.
• Researched resolutions, contacted necessary departments and responded back to customer by phone, mail or email as follow up.
• Supervised and motivated customer care advocates to maximize business performance.
• Exhibited professionalism, composure and discretion while expediting or resolving customer related concerns and issues.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Generated reports detailing findings and recommendations.
• Cultivated positive relationships with cross-functional partners to deliver timely and cost-effective supply of services and materials.

-Maintained open lines of communication with my team of advocates and responsible for tracking their performance metrics and setting up 1:1’s as necessary. On a regular basis, conduct necessary conversations with the team members regarding their individual performance. Deliver corrective actions, when appropriate.
-Serve as top-level escalation point for advocates on critical customer issues, advising Kate Bentley of any circumstances that require involvement of cross-functional partners.

-Conducted small group and individual classroom activities with students
based on differentiated learning needs.
-Delivered specialized classroom instruction to students with developmental
disorders.
-Organized and prepared instructional materials and reports to facilitate
student learning.
-Encouraged student empathy of others to build confidence and improve
self-image.
-Fostered positive and trusting relationships with students, parents and other
educators.

• Designed and rolled out brand new training program and curriculum development as the first training coordinator for Telhio Credit Union.
• Managed training calendars to inform participants of upcoming training.
• Delivered impactful training specifically to the credit union industry employees on an ongoing basis regarding a wide variety of topics.
• Trained and developed departmental employees on software systems, platforms, banking regulations, courier protocols and inventory tracking systems, to name a few.