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Work Background
U.S. BankAssistant Vice President - Workforce Optimization and Quality Assurance Manager
May. 2016 - Mar. 2024Greater Milwaukee AreaU.S. Bank - Trust Technology and Support Services, Milwaukee, WI
iLIFE Financial Management ServicesCall Center Manager/Functional Lead of Customer Service
Dec. 2013 - May. 2016Customer and Client Services (Call Center and Representative Payee), CARE Team Manager, Functional Lead of Customer Services for iLIFE Financial Management – Fiscal Employer Agent - Non-Profit Organization
• Management of 18 seat and growing inbound/outbound call center regarding processing payroll for multi-million dollar Medicaid-funded program (IRIS) managed by the State of Wisconsin Department of Health
• Motivation, inspiration, and modeling the way of the Ideal Customer Experience to retain and grow business
• Continuous improvement through monitoring and reporting daily, monthly, and yearly historical data and use of Excel pivot tabling and charts
• Critical thinking and root cause analysis
• Identifying talent, interviewing, and staffing analysis
• Strength in coaching to behaviors that drive performance results
• Quality Assurance monitoring and coaching in partnership with Call Center Supervisor
• Experience in cloud-based call center solution
• Responsible for overall operating budget and cost-containing initiatives
• Well-versed in alignment with HIPAA compliance
• Creation of CARE (Customer Assistance and Resolution of Escalations) Team for high-touch resolution of escalated situations through the Department of Health and other contracted partners
• Partnership with external contracts to serve clients, participants, and participant-hired workers • Identifying trended patterns of excellence and opportunity and providing creative tools and resources
• Management of 4 Representative Payee Specialists appointed by Social Security • Oversight of allowance check processing and petty cash accounting
• Creation of workflows and audit processes for continuous quality improvement
U.S. CellularCustomer Service Coach
Dec. 2004 - Jun. 2013Waukesha, WI• Experience in call center-type environment and strong understanding of responsibility to be available based on customer calling patterns in the Waukesha, WI call center from 2009 to 2013
• Self-starter and self-managed with ability to prioritize work
• Experience in leadership from customer service standpoint for 4 years, led a team of 12
• Ensured and coached to Quality Assurance maintained throughout interactions with customers
• Coaching around performance and behaviors
• Trained and supported new associates from a help-desk and technical support perspective
• Responsible for continuing education of associates in ongoing initiatives through meetings and training classes
• Well-versed in Windows platforms
• Excellent verbal and written communications skills
• Responsible for quarterly and yearly reviews for associates
• Experience in interviewing/hiring (18 month assignment as the Interview Coach responsible for identifying and hiring new talent in Customer Service)
• Growth and development of associates
• 5 years soft collections experience as a frontline Financial Services Associate in the Madison, WI call center from 2004-2009
• Mentored and trained new hires in Financial Services processes
SitelProcess Owner/Team Lead
Dec. 1998 - Dec. 2004• Partnership with AT&T to test new initiatives and products end to end and provision in various systems
• Workflows and processes created by use of Visio once UAT was complete and initiative was live
• Creation of training curriculum
• Responsible for training 3 departments on process and procedure
• Managed inbound calling teams for Billing Inquiry and Dispute Resolution departments
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