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HSBC – Credit Cards, Service Plus

HSBC – Credit Cards, Service Plus

PROJECT 2006 My Roles ~ Facilitator, Coach HSBC Credit Cards – Service Plus I helped CSRs improve their needs analysis and other skills pertaining to handling inbound customer service calls from current credit card holders. Along with my role in working directly...
BB&T – Retail Relationship Building

BB&T – Retail Relationship Building

PROJECT 2006 My Roles ~ Facilitator, Coach BB&T Retail Relationship Building I helped increase the competency of Relationship Bankers regarding several key processes when dealing with clients on both inbound and outbound calls. Along with my role in working...
CitiMortgage – Sales Leveraging

CitiMortgage – Sales Leveraging

PROJECT 2006 My Roles ~ Facilitator, Coach CitiMortgage Sales Leveraging I helped Call Centre Agents and Call Centre Escalation Agents have effective inbound calls that reflected the expanded scope of their original customer service roles to include cross-selling...
Ameriquest – Loan Servicing

Ameriquest – Loan Servicing

PROJECT 2006 My Roles ~ Facilitator, Coach Ameriquest Loan Servicing I helped Loan Officers improve their ability to have conversations with customers with overdue mortgage payments that leave the customer with a positive feeling, help them think of all the...