Summary
Overview
Work History
Education
Skills
Timeline
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Thaddius Coleman

Plainfield,NJ

Summary

Diligent call center professional with proven track record in managing call center operations efficiently. Skilled in enhancing team performance and streamlining processes to ensure customer satisfaction. Demonstrated ability to lead teams through effective communication and strategic planning.

Overview

22
22
years of professional experience

Work History

Call Center Operations Manager

BNY Mellon
09.2016 - 03.2024
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Trained team members on performance metrics and consumer behavior identification.
  • Established and updated work schedules to account for changing staff levels and expected workloads.
  • Executed Monthly Performance Plans with representatives to to identify production gaps.
  • Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
  • Collaborated with other departments to resolve escalated customer issues, resulting in improved customer retention rates.

FCRA Reporting Analyst

Barclays
06.2015 - 03.2016
  • Developed custom reports to address specific business needs and support decision-making processes.
  • Improved existing reporting by researching data sources, compiling data and designing output.
  • Provided actionable insights through detailed analysis of complex datasets, driving business improvements.
  • Reviewed and analyzed systems functions and reporting processes for accuracy.

Senior Credit Analyst

Capital One
06.2002 - 08.2014
  • Analyzed customer data such as financial statements to determine level of risk involved for extending credit.
  • Performed credit reviews on corporations to assess financial conditions.
  • Complied with internal controls and government regulations.
  • Improved understanding of financial statements, which helped in assessing risk.
  • Utilized strong communication and interpersonal skills to obtain necessary financial information from customers.
  • Analyzed credit scores to determine borrowers' creditworthiness.

Education

High School Diploma -

Glasgow High School
Newark, DE

Skills

  • Client Relationship Building
  • Escalation Handling
  • Coaching and Mentoring
  • Quality Assurance
  • Employee Motivation
  • Appointment Scheduling

Timeline

Call Center Operations Manager

BNY Mellon
09.2016 - 03.2024

FCRA Reporting Analyst

Barclays
06.2015 - 03.2016

Senior Credit Analyst

Capital One
06.2002 - 08.2014

High School Diploma -

Glasgow High School

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