Sheldon Preiser
Auburn
Summary
Experienced with leading contact center teams to deliver exceptional customer service. Utilizes strategic planning and process improvements to streamline operations and enhance performance. Track record of effective team leadership and strong communication skills.
Overview
11
11
years of professional experience
Work History
Contact Center Supervisor
BECU
08.2024 - Current
- Led a team of up to 20 employees to maintain efficient workflow and uphold service quality standards.
- Trained and mentored team members on member service best practices and system usage.
- Evaluated performance metrics to identify trends and deliver targeted coaching to employees.
- Reduced average handling time and improved quality with effective coaching and feedback sessions for agents.
- Supervised and tracked phone activity using various contact center applications and software tools.
- Conducted interviews and reviewed resumes as part of recruitment efforts aimed at attracting high-caliber candidates for contact center associate roles.
- Facilitated regular team meetings to promote communication
Experience Program Consultant
BECU
05.2018 - 08.2024
- Facilitated cross-division dialogues to ensure uniform application of member interaction and call quality standards.
- Utilized quality monitoring solutions to evaluate and score internal and external interactions. Provided coaching feedback based on analysis of results.
- Achieved all monthly call evaluation and project targets
- Analyze performance gaps and recommend appropriate training and coaching.
- Assist the department and division with project initiatives and goal achievement by driving results.
- Served as subject matter expert for the Contact Center's call flow program, guiding leaders in effective team coaching strategies.
- Served as primary liaison for department manager during absence.
- Delivered monthly quality results to contact center leadership, ensuring informed decision-making.
- Directed communications strategy as chair of an Employee Resource Group, enhancing organizational presence at events and fostering belonging across the organization
Contact Center Consultant Lead
BECU
12.2015 - 05.2018
- Onboard and develop new Senior (Lead) Consultants by delivering real-time coaching, mentoring, and curated training resources to support role readiness and performance.
- Manage social media escalations from members, resolving issues quickly while protecting brand reputation and strengthening member trust.
- Partner with Contact Center Supervisors and cross-functional departments to investigate and resolve complex member escalations.
- Analyze and contribute to improvements in contact center processes and procedures, identifying opportunities to increase efficiency and service quality.
- Provide real-time coaching, training, and performance feedback to consultants to reinforce best practices and drive service excellence.
- Monitor and communicate call and service trends to leadership, helping supervisors identify opportunities for coaching, training, and operational improvement.
- Handle first-tier leadership escalations, developing creative solutions that improve member satisfaction and loyalty.
- Provide operational backup support for the Contact Center, ensuring service continuity during high-volume periods or staffing gaps.
Contact Center Consultant
BECU
04.2015 - 12.2015
- Deliver exceptional member service while maintaining strict compliance with regulatory and information security requirements.
- Handle high-volume inbound calls, resolving member inquiries and escalations efficiently while meeting department performance goals and service metrics.
- Leverage internal systems, tools, and knowledge resources to research solutions, retain product knowledge, and provide accurate information to members.
- Consistently demonstrate organizational core values through professional, member-focused interactions with both members and colleagues.
Education
High School Diploma -
Insight School of Washington
Bellevue, WA06-2011
Skills
- Effective coaching
- Call monitoring
- Strong leadership
- Coaching and mentoring
- Performance evaluation
- Time management
- Attention to detail
- Excellent communication
- Organizational skills
Accomplishments
- Selected to present a “Think Tank” innovation proposal to the Executive Management Team (EMT) focused on improving community accessibility to the credit union; proposal was one of three ideas chosen for executive presentation.
- Chosen as a Contact Center Subject Matter Expert to attend a 3-day project conference supporting the rollout of new organizational software.
- Partnered with Contact Center Learning & Development to facilitate training sessions and support onboarding for new hires.
- Selected to attend the ICMI Contact Center Conference in Orlando, bringing back strategic insights and operational improvements to share with Contact Center leadership.
- Supported the rollout of our Contact Center Call Flow
BECU Member Hero Award Winner
4× BECU “Member Hero” Award Recipient (2016, 2018, 2020, 2022) — Recognized for exceptional contributions to members and the organization, including peer mentorship, expanding specialized skills, and leading an employee resource group.
Timeline
Contact Center Supervisor
BECU
08.2024 - Current
Experience Program Consultant
BECU
05.2018 - 08.2024
Contact Center Consultant Lead
BECU
12.2015 - 05.2018
Contact Center Consultant
BECU
04.2015 - 12.2015
High School Diploma -
Insight School of Washington