VIVIAN SWOPES
Little Rock,AR
Summary
Driven manager with a proven track record at Ally Servicing, enhancing customer satisfaction scores by overhauling service protocols. Expert in Customer Relationship Management and adept at building high-performing teams through effective training and development. Achieved departmental goals with strategic planning and performance metrics, showcasing exceptional organizational skills and a knack for fostering teamwork and collaboration.
Overview
19
19
years of professional experience
Work History
Manger of Customer Solutions
Ally Servicing
11.2005 - 07.2024
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- 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 for staff, leading to improved performance and skill sets.
- Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
- Established team priorities, maintained schedules and monitored performance.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Managed 10 agents calls emails and faxes per day
Education
Associate of Applied Science - Business Administration And Management
Arkansas College of Technology
Little Rock, AR05.1989
Skills
- Training and Development
- Task Delegation
- Employee Coaching and Mentoring
- Goal Setting
- Employee Development
- Performance reviewing
- Onboarding and Orientation
- Task Prioritization
- Business Analysis and Reporting
- Team Collaboration
Timeline
Manger of Customer Solutions
Ally Servicing
11.2005 - 07.2024
Associate of Applied Science - Business Administration And Management
Arkansas College of Technology
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