Summary
Overview
Work History
Skills
Timeline
Generic

Shanna Carvalho

Templeton,MA

Summary

Hardworking and motivated professional with several years of experience and record of success in industry. Solid history balancing team performance, customer service targets and business objectives. Dedicated to working closely with employees to maximize productivity and optimize procedures. Decisive leader with good planning and organizational skills.

Overview

10
10
years of professional experience

Work History

IC Manager

DCU
Marlboro, MA
11.2024 - Current
  • Developed and supervised a team of Assistant Managers, who had a team of call center representatives, to meet performance standards.
  • Created monthly reports for senior management summarizing operational performance metrics.
  • Provided leadership during times of organizational change or crisis situations.
  • Drafted reports summarizing the results of customer surveys and providing recommendations for improvement.
  • Conducted regular meetings with staff to discuss issues or changes in processes or procedures.
  • Established strong partnerships with internal departments such as sales, marketing and IT teams to ensure effective implementation of projects.
  • Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
  • Conducted performance reviews for team members.
  • Established processes to ensure efficient workflow throughout the organization.

IC Assistant Manager

DCU
Marlboro, MA
09.2021 - 11.2024
  • Provided guidance, training, coaching and mentoring to call center team members.
  • Monitored calls for quality assurance purposes.
  • Reviewed daily reports on call volume, sales, abandoned calls and other statistics.
  • Participated in hiring interviews and selection process for new team members.
  • Worked with training team to maintain frontline agent and tier I and II agent product support and certification training initiatives.
  • Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.

Info Center Team Leader

DCU
Marlboro, MA
10.2017 - 08.2021
  • Resolved customer complaints in an effective manner while maintaining a high level of customer service.
  • Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
  • Provided coaching and feedback on employee performance, encouraging professional development.
  • Conducted regular performance reviews to assess individual team member progress.
  • Maintained a positive work environment that promoted collaboration between team members.

Information Center Specialist

DCU
Marlboro, MA
07.2016 - 08.2021
  • Greeted customers in a professional and courteous manner.
  • Resolved customer service inquiries promptly and efficiently.
  • Assisted customers with inquiries, issues and complaints via telephone, email and chat.
  • Managed customer accounts, including updating account information as needed.
  • Developed strong relationships with customers through effective communication skills.
  • Provided accurate information on products and services to customers.

Teller

Webster First Federal Credit Union
Worcester, MA
04.2015 - 07.2016
  • Processed customer deposits and withdrawals accurately, balancing cash drawer daily.
  • Provided exceptional customer service to customers by answering inquiries, resolving complaints and processing transactions in a timely manner.
  • Balanced teller drawers regularly throughout the day according to established procedures.
  • Prepared reports on transaction activity for management review.
  • Maintained accurate records of all financial transactions.
  • Developed strong relationships with customers to ensure repeat business.

Skills

  • Team leadership
  • Performance management
  • Budget management
  • Project management
  • Customer service
  • Quality assurance
  • Employee training
  • Process improvement
  • Conflict resolution
  • Effective communication
  • Cross-department collaboration
  • Coaching and mentoring
  • Decision-making
  • Time management

Timeline

IC Manager

DCU
11.2024 - Current

IC Assistant Manager

DCU
09.2021 - 11.2024

Info Center Team Leader

DCU
10.2017 - 08.2021

Information Center Specialist

DCU
07.2016 - 08.2021

Teller

Webster First Federal Credit Union
04.2015 - 07.2016

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Shanna Carvalho