Theresa Marie Kirkwood Joseph
Ewa beach
Summary
Professional leader with strong emphasis on team collaboration and results-driven management. Adept at overseeing operations, optimizing processes, and ensuring adherence to high standards. Reliable and adaptable, skilled in conflict resolution, strategic planning, and fostering productive work environment. Enthusiastic about driving performance and contributing to organizational success.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
17
17
years of professional experience
Work History
Customer Service Senior Supervisor
Bank of Hawaii
04.2018 - 08.2024
- Supervises and develops customer service representative in accordance with the organization policies
- Responsible for daily operations of the center and/or business
- Handles escalated calls with focus on retention and resolution
- Complaints and escalated inquiries
- Develops individual coaching plans for staff members to reach peak performance
- Improve overall CX experience
- Overall ASA for AHT went from 7:33 – 4:30
- Overall attrition is below the goal of 35%
- Improvement in overall team attendance/flexibility
- Creates and maintain individual performance reports and logs
- Performs all miscellaneous duties and responsibility assigned
- Completed, Conducted and assisted on Rising team sessions for Call center Staff
- Scored 100% of QA's and my calls were sampled to new hire classes for training purposes
- Created Action Plan for Emergency Disaster Evacuation- Fire, Earthquake, Power Outage, Tsunami etc
- Processed attendance sheets and time cards for employees
- Assisted and conducted Bank of Hawaii events - Mahalo Thanksgiving, Live Kokua and Holiday Celebrations
- Handled over 20 agents
Customer Solutions Officer
Citibank
09.2013 - 01.2018
- Citibank handling Virgin Money Australia and Bank of Queensland
- Responsible for credit card queries from billing, technical support, customer retentions, disputes, to both Outbound and Inbound, back office works like emails, queues and Sales
- Responsible for maintaining employee metrics and performance appraisals for 30 direct reports
- Recognized Top Performer 'world class' service excellence with Positive Net Promoter Scores of 96% SLA for the whole Australian accounts
- Trainer for Communication coach in English grammar
- Garnered multiple commendation calls from satisfied customers for excellent service provided
- Ranked Top 5 Performer for Sales and Customer Satisfactions with CPBS scoring a 92% goal year to date from 2015 - 2018 from a team of 50
Customer Service Representative
Convergys
05.2011 - 08.2013
- Convergys handling Direct TV
- CSR responsible for Billing Disputes, Technical Assistance and Advance Customer Care Satisfaction
- Received recognition awards for 100% Customer Service Satisfaction and Highest Number of Sales
- Recognized and Awarded Top Agent Performer November 2012-April 2013
- Recognized and Awarded Quality top Performer month to month
- Consistently received perfect scores on customer surveys
- Received multiple awards for Quality Audits on Call flows and personalized Scripts
- Received multiple recommendation calls to immediate Supervisors for verbal customer Satisfaction
Executive Assistant
Manulife
11.2009 - 04.2011
- Company Overview: a worldwide Insurance provider
- Executive Assistant to Million Dollar Insurance Underwriter for Manulife
- Responsible for executive administrative, scheduled appointments, billing schedule, problem solving, time management
- A worldwide Insurance provider
Administrative Assistant
High Accuracy Medical Transcription Services
03.2007 - 03.2008
- Secretary to the CEO managing appointments and scheduling daily work load for Agents
- Promoted to Editor for Medical Transcriptionist
- Transcribed physicians' prescriptions
Education
Bachelor's degree - Science in Nursing
University of Perpetual Help Rizal
10.2009
Skills
- Innovation skills
- Employee supervision
- Staff development
- Compliance
- Decision-making
- Documentation and reporting
- Customer service
- Complex Problem-solving
- Process monitoring and improvement
- Goal oriented
- Training and mentoring
- Employee motivation
- Task delegation
- Staff discipline
- Processes and procedures
- Verbal and written communication
- Coaching and mentoring
- Analytical thinking
- Policy and procedure development
- Team development
- Team leadership
Coursework
- D.R.I.V.E Responsibility in Driver Education, 03/01/09
- Pre-Employment Orientation, 02/01/09
- Ethico-Legal aspect in Nursing and Diverse Opportunities of Filipino Nurses for Global Competitiveness, 02/01/09
- Basic ECG Interpretations: Implications to Nursing Care, 06/01/08
Languages
English
Native or Bilingual
Tagalog
Native or Bilingual
Spanish
Limited Working
Timeline
Customer Service Senior Supervisor
Bank of Hawaii
04.2018 - 08.2024
Customer Solutions Officer
Citibank
09.2013 - 01.2018
Customer Service Representative
Convergys
05.2011 - 08.2013
Executive Assistant
Manulife
11.2009 - 04.2011
Administrative Assistant
High Accuracy Medical Transcription Services
03.2007 - 03.2008
Bachelor's degree - Science in Nursing
University of Perpetual Help Rizal
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