Vicki Carroll
Brunswick,GA
Summary
Results-driven senior leader with over 15 years of experience managing large-scale customer service operations, multi-site teams, and offshore partners across industries including banking, e-commerce, and BPO. Proven track record of driving service excellence, operational efficiency, and employee engagement. Skilled in translating business strategies into actionable goals, improving customer satisfaction scores, and mentoring high-performing management teams. Recognized for elevating performance and client satisfaction through data analysis, strategic planning, and team development.
Overview
20
20
years of professional experience
Work History
Senior Operations Manager
Cxperts
10.2024 - Current
- Lead strategic direction, planning, and execution to achieve profitability and performance targets across key verticals
- Manage business performance while ensuring partner satisfaction, SLA adherence, and brand standards
- Oversee team metrics and implement action plans to address underperformance
- Develop process improvements based on analytical insights and performance data
- Conduct regular business reviews highlighting performance trends and client engagement updates
- Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.
- Collaborated with cross-functional teams for seamless execution of large-scale initiatives and continuous improvement efforts.
Senior Manager, Customer Care
Radial
09.2018 - 09.2024
- Led customer care teams supporting key client portfolios; enhanced efficiency and repeat business strategies
- Coached and developed Supervisors to meet company goals and strengthen leadership skills
- Analyzed performance metrics to identify improvement areas; implemented effective solutions
- Acted as primary liaison for offshore partners and facilitated client communication daily
- Enhanced operational excellence by streamlining processes and implementing best practices.
Operations Project Consultant – Customer Service
Bank of America
04.2012 - 05.2016
- Identified top customer irritants and led initiatives to enhance customer experience across five contact centers (450+ agents)
- Managed multiple programs focused on customer satisfaction, complaints, and project monitoring
- Led cross-site survey analysis teams and reported insights to senior leadership
- Designed and executed customer satisfaction campaigns
- Recognized as a 2015 Retail Banking Top Performer
- Allocated work among team members and provided guidance.
Mortgage Servicing Unit Manager I
Bank of America
07.2010 - 03.2012
- Managed multiple customer service and sales teams; developed supervisors and associates to exceed key performance metrics
- Led training and onboarding for 120+ agents; managed onboarding process for 110 new hires
- Achieved a 95.23% CSAT score, surpassing the 90% target
- Evaluated employee performance regularly for professional growth opportunities, accountability measures, and feedback-driven improvement strategies.
Senior Team Manager, Card Services – Loss Prevention
Bank of America
08.2006 - 07.2010
- Directed team of 26 associates handling customer assistance and recovery tasks
- Achieved 99% SLA compliance and 98% compliance testing rate
- Completed Six Sigma Green Belt Improvement Workshop; led satisfaction initiative increasing associate satisfaction from 73% to 85%
Team Manager, Risk Operations (Estates and Correspondence)
MBNA
04.2005 - 08.2006
- Managed senior collectors handling sensitive estate-related calls with empathy and professionalism
- Boosted collections average and improved service levels and response times
- Integrated two business units and improved processing turnaround by 20%
Education
Bachelor of Science - Communication Arts
Georgia Southern University
Statesboro, GASix Sigma Fundamentals & Green Belt Improvement Workshop -
Skills
- Customer Experience (CX)
- Operations Leadership
- KPI & SLA Management
- Call Center Strategy
- Client Engagement
- Coaching & Staff Development
- Offshore Team Management
- Process Improvement
- Cross-Functional Collaboration
- Six Sigma Green Belt
- Performance Analysis
- Productivity improvement
Timeline
Senior Operations Manager
Cxperts
10.2024 - Current
Senior Manager, Customer Care
Radial
09.2018 - 09.2024
Operations Project Consultant – Customer Service
Bank of America
04.2012 - 05.2016
Mortgage Servicing Unit Manager I
Bank of America
07.2010 - 03.2012
Senior Team Manager, Card Services – Loss Prevention
Bank of America
08.2006 - 07.2010
Team Manager, Risk Operations (Estates and Correspondence)
MBNA
04.2005 - 08.2006
Six Sigma Fundamentals & Green Belt Improvement Workshop -
Bachelor of Science - Communication Arts
Georgia Southern University