Customer Service Call Center

Malcolm King

Columbus, OH ***** 614-***-**** ad7ukc@r.postjobfree.com

Professional Summary

●Experienced Skilled Supervisor, Call Center Quality Assurance & Senior Member Services professional with 10+ years of experience in Customer Service, Call Monitoring, Coaching and Compliance along with Data Research & Analysis that have resulted in significant increases in customer satisfaction scores, call handling time reductions, and first call resolution rates. Proven ability to manage and coach teams of up to 25 representatives to deliver exceptional customer service and achieve business objectives.

●Superior knowledge of call center terminology, applications, and metrics.

●Advanced knowledge in training and developing agents to address improvement in call quality, and knowledge to decrease business risks.

●Demonstrates knowledge and is well-versed in motivating and effectively coaching employees to obtain high level team performance and achieve company goals.

●Ability to weigh crucial business and team needs against expectations, goals, and assessing roadmaps for optimal benchmark performance.

●Superior ability to manage time to meet multiple priorities and deadlines.

●Highly proficient in problem resolution management.

●Experienced Team Lead with a demonstrated history of working in the Financial and Fintech industry. Skilled in Customer Service, Coaching, Training, Data Research & Analysis, Business Process Improvement and Team Building.

●Achieved various professional awards/accolades while working at Discover Financial services for being in the top 10% as a PSR in Customer Service on my team & in the department along with other highly praised awards as a Team lead for being a top 10% team in the company leading to multiple benchmark team performances in overall customer satisfaction and for individual successes as well.

Work History

Honda Federal Credit Union- Marysville, OH

Senior Member Services Representative 03/2024-Currently

Key Accountabilities

Operational/Technical Skills:

Products/Services/Systems: Working knowledge of operational systems to effectively perform: Teller Transactions, New memberships/accounts; new services; Loan applications/processing; Basic IRA processing; Equity applications. Basic Mortgage Knowledge.

Policies/Procedures/Compliance: Effective and confident working knowledge of all HFCU policies and procedures based on industry regulations, and a basic understanding of how those apply to day-to-day operations.

Emerging areas: This also includes educating members on new technologies provided by HFCU.

Sales and Service:

Effectively and confidently interacts with members in a professional and courteous manner while evaluating their needs. This evaluation would lead to consistent opportunities to educate and/or cross sell products and services to meet those needs. Strong working knowledge of Service Plus and TMA training leading to effectively and confidently meeting customer service expectations and metrics. Effective and confident in moving beyond the member’s initial request and offering additional education / opportunities to the member. Member interaction may be inbound or outbound.

Team Oriented:

Able to work within a team to accomplish the overall goals/products/services regardless of one’s own area.

Quantum Health- Dublin, OH

Patient Care Coordinator 06/2023- 02/2024

●Provided exceptional customer service through inbound/outbound calls in our modern, fast-paced, contact center environment.

●Offered empathetic member guidance, including verification of benefits and creation of authorizations for treatment based on the members’ health plan.

●Asked probing questions to recognize additional patient needs, including those beyond their current healthcare benefits and provide additional resources/solutions whenever possible.

●Acted as an advocate for our members by communicating with network liaisons, clinical professionals and finance staff members at hospitals and medical offices.

●Partnered with internal clinical professionals in providing member guidance and identifying when members should be connected directly with Quantum Health Nurses.

●Investigated financial discrepancies and claim issues to ensure our members and clients are billed appropriately.

●Participated in stretch assignments, special projects and leadership development programming, as available, to gain business exposure and build a rewarding career with the organization.

Upstart- Remote

Senior Quality Assurance Associate 04/2022- 02/2023

●Was responsible for monitoring calls/accounts made up of sub teams (Onboarding, Credit Analysts, Frontline Servicing, & Payment Associates)

●Performed reviews to measure and report risk indicators with the Training (Learning & Development) team, and Quality Program Leadership team

●Strong Communication, Statistical analysis & Superb computer skills, including database management

●Identified strategies to implement improved internal processes

●Drafted and executed quality assurance policies and procedures

●Investigated reports of product quality issues and ensured resolution in accordance with company guidelines and regulatory requirements

●Excellent analytical, problem-solving, and decision-making skills

Accenture- Work from Home 04/2021-02/2022

Call Quality Assurance Analyst

● Performed daily auditing of agent calls to ensure that all levels of compliance standards

are being adhered to with process/procedure requirements.

● Reported document findings using required audit process/procedures.

● Ensured quality standards are met by creating error trend analysis and scorecards and

proposing immediate action plans.

● Acted as liaison for point of contact for policy/procedure updates.

● When required, developed/maintained audit processes and ensure compliance with ISO

And/or quality certifications.

● Analyzed call trends and identify agent and call center training opportunities; provide

Recommendations/feedback to management.

● Conducted coaching sessions with associates and provide feedback addressing client

Service performance, product knowledge and call productivity.

● Assisted in utilizing reporting tools that track performance at a department, team and

Individual level to measure quality rates.

JPMorgan Chase Bank – Columbus, OH 11/2019-01/2021

Business System ATM Analyst

Was responsible for bridging gaps between IT and business using data analytics to assess

Processes, determine requirements and deliver data-driven recommendations and reports

To executives and stakeholders.

● Engaged with business leaders and users to understand how data-driven changes to

Process, products, services, software, and hardware can improve efficiencies and add

Value.

● Worked with data sets to improve issues with ATM’s for quicker resolution to prevent

Continued downtime and errors.

● Created detailed business analysis, outlining problems, opportunities, and solutions for

Process improvement.

● Additional tasks included; Planning and monitoring, variance analysis and reporting.

● Documented and resolved issues with ATM’s to ensure service in a timely manner.

Discover Financial Services- New Albany, OH

Frontline Customer Service & Engagement Team Lead 04/2017- 09/2019

● Managed team of agents; Monitored calls via live and recorded while providing coaching support to help enhance procedure knowledge, productivity, and excellent customer service for higher efficiency in call quality and account resolution while performing other duties as needed.

●Proactively identified and opened dispute cases for consumer inquiries related to transactions, billing errors and other issues regarding their accounts.

●Assisted with customer calls providing excellent customer service and education about processes that may occur in resolving their account issues/cases.

●Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.

●Responded to customer requests for products, services, and company information.

●Evaluated account and service histories to identify trends, using data to mitigate future issues.

●Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.

●Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

●Constant engagement with consumers regarding account inquiries, provided information to ensure resolution of product/service complaints and customer satisfaction.

Call Escalation Group/Billing Assistance Supervisor 01/2015- 04/2017

●Managed team of agents and coached staff on proper call handling and teamwork, delivering excellent Customer Service, account resolution and customer retention.

●Readily visible and available to staff to answer questions, monitor calls and workload, resolved escalated calls, and provided ongoing consistent feedback.

●Assessed individual and team performance daily and provided candid, professional, and timely feedback regarding developmental and training needs, including completion of monthly scorecards.

●Reorganized and enhanced employee training to close knowledge gaps and boost group performance.

●Developed a quality-driven culture to boost team performance and efficiency while maintaining a highly satisfied workforce achieving benchmark performances by being in the top 10% of call channels.

●Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills.

●Aligned strategies with expected production demands and customer requirements.

Education

Castle High School - (Diploma) Newburgh, IN 08/2007-05/2011

Southern Indiana University 08/2011-05/2012

Training Courses- Effective Leadership & Emotional Intelligence 01/2016-09/2019

ERG’s

Quantum Black Voices 06/2023-02/2024

SKILLS & COMPETENCIES

●Team management and leadership

●Training and development

●Performance coaching and feedback

●Call center operations and strategy

●Time management and prioritization

●Conflict resolution and problem-solving

●Effective communication and active listening

●Technical proficiency and software knowledge (Microsoft Word/Excel/PowerPoint, etc.)

Professional Awards/Accolades

●2x Excellence Award Winner 2018-2019

●6x ACE Award Winner 2015-2019

●10x “iShine” Royalty Award Winner 2016

●2x “Spotlight” Agent 2016

●4x Discover VIP award Recipient 2016

●ACE Committee Member 2017-2019

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