Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Shiyantez Marsh

Milwaukee

Summary

Experienced Call Center Service Manager at BMO with a proven track record in reducing call handling time and enhancing customer satisfaction through effective coaching and performance evaluation. Skilled in staff training and fostering a positive work environment, I empower teams to excel and drive results, leading to increased loyalty and reduced turnover.

Overview

15
15
years of professional experience

Work History

Call Center Service Manager

BMO
11.2015 - Current
  • Reduced average call handling time through continuous staff training and performance monitoring.
  • Coached call center staff through challenging customer service issues.
  • Empowered agents to make informed decisions in real-time, leading to increased customer satisfaction and loyalty.
  • Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
  • Boosted team morale and productivity by fostering a positive work environment with clear communication channels.

Branch Manager

Guaranty Trust Bank
10.2011 - 07.2015
  • Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
  • Led by example, exhibiting strong work ethic and consistently meeting or exceeding individual sales targets while inspiring team members to do the same.
  • Increased branch sales by implementing innovative sales strategies and fostering a customer-centric environment.

Teller

Associated Bank
01.2010 - 08.2011
  • Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
  • Disbursed cash and checks accurately while maintaining security of cash drawers.
  • Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
  • Processed customer transactions promptly, minimizing wait times.

Education

GED -

Milwaukee Area Technical College
Milwaukee, WI
05-2005

Skills

  • Call monitoring
  • Performance evaluation
  • Staff training
  • Coaching and mentoring

Accomplishments

Coach of the Year

Manager of the Year

Rising Star

Timeline

Call Center Service Manager

BMO
11.2015 - Current

Branch Manager

Guaranty Trust Bank
10.2011 - 07.2015

Teller

Associated Bank
01.2010 - 08.2011

GED -

Milwaukee Area Technical College

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Shiyantez Marsh