VIVIAN SWOPES
Little Rock,AR
Summary
Results-driven manager with a track record of enhancing customer satisfaction and increasing team productivity. Expertise in conflict resolution, performance management, and process optimization. Achievements include measurable improvements in service delivery and overall team performance.
Overview
19
19
years of professional experience
Work History
Manger of Customer Solutions
Ally Servicing
Little Rock, AR
11.2005 - 07.2024
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques
- Achieved departmental goals by developing and executing strategic plans and performance metrics
- Cross-trained employees to enhance team agility and performance
- Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth
- Organized professional development programs, enhancing staff skills and performance
- Established performance goals for employees and provided feedback on methods for reaching those milestones
- Established team priorities, maintained schedules and monitored performance
- Oversaw daily communications for 10 agents, including calls, emails, and faxes to ensure efficient operations.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground
- Developed and implemented comprehensive rewards and recognition program, boosting employee morale and reducing turnover
- Organized and oversaw assignments to drive operational excellence
- Accomplished multiple tasks within established timeframes
Education
Associate of Applied Science - Business Administration And Management
Arkansas College of Technology
Little Rock, AR05-1987
Skills
- Team building and conflict resolution
- Performance management
- Time management and problem solving
- Employee training
- Effective communication
- Process optimization
Accomplishments
Top Performer 2020 2021 2022 Q3 2023 2024
Work Preference
Work Type
Full TimeLocation Preference
RemoteOn-SiteHybridSalary Range
$65000/yr - $200000/yrTimeline
Manger of Customer Solutions
Ally Servicing
11.2005 - 07.2024
Associate of Applied Science - Business Administration And Management
Arkansas College of Technology