Growth and Development
Tabitha Banks
Customer Service Management
Syracuse,USA
Summary
A strong leader with the ability to increase targets and develop strategies to raise metrics. Bringing forth a proven track record of working collaboratively with client and management to achieve goals, increase margin and revenue gains. Maintained the highest (App Based) Metrics goal for the client.
Overview
8
8
years of professional experience
Work History
Customer Service Manager
National Safety Council, Greater Omaha Chapter
08.2023 - 01.2024
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
Assist Manager/Acting Dep Manger
Wipro, Inc
12.2019 - 05.2023
- Performed supporting task for my team by assisting in pay processing
- Applied current performance standards and methodologies to all relevant programs and activities
- Worked alongside IT, Payroll and talent teams, to ensure the correct processes are achieved and aligned
- Remained adaptable and committed to staying on top of growth and process trends for the client
- Increased metrics for App Based goals for the program by 5 percent
- Encouraged employees to do their best, and increased program productivity immensely
- Acting Payroll SPOC for ADP account
- An Acting Partner with Human Resource on Promotions and Terminations.
Team Lead
Wipro, Inc
11.2015 - 12.2019
- Drive continuous improvement in customer service, utilizing our tools to reduce waste
- Managed a workload by allocating team resources in-line w/peak-times
- Lead, coach and motivate agents to excel in performance goals, by putting agents in projects that showcase their skills
- Strategically align the team to outperform in targeted areas, by overcoming barriers.
Education
Lean 101 Training -
Wipro
07.2022
Facilitator's Course -
Wipro
05.2022
Quantum -
Wipro
01.2022
Certificate -
ITT Technical Institute
01.2003
GED -
Hartford Board of Education
01.1990
Skills
- Ability to Multitask
- Adaptability
- Ability to Work Under Pressure
- Knowledge of Technical Diagrams
- Communication Skills
- Analytical Thinking Skills
- Ability to Work in a Team
- Customer Service
- Leadership Skills
- Microsoft Office
- Interpersonal Communication Skills
- Strong Critical Thinking Skills
- Decision Making Skills
- Complex Problem Solving
- Design and Development of APIs
- Development of Serverless Architecture
- Advanced Communication
Details
Syracuse, USA
Personal Information
Title: Assistant Manager
Affiliations
- Pryor
Timeline
Customer Service Manager
National Safety Council, Greater Omaha Chapter
08.2023 - 01.2024
Assist Manager/Acting Dep Manger
Wipro, Inc
12.2019 - 05.2023
Team Lead
Wipro, Inc
11.2015 - 12.2019
Lean 101 Training -
Wipro
Facilitator's Course -
Wipro
Quantum -
Wipro
Certificate -
ITT Technical Institute
GED -
Hartford Board of Education
Interests
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