Cynthia Jackson

Bachelor's

Small Business Administration and Management

Flagstar Bank

Contact Center Specialist III Team Lead

- Oversee seamless onboarding by guiding new hires on communication software and navigating diverse job functions while - Conduct personalized one-on-one coaching sessions with agents and newcomers, elevating their proficiency in company - Supervise diverse call types, including Escrow, Tax, Payoff, PMI HELOC, and Consumer, aiming for maximum customer satisfaction - Leverage a deep understanding of Flagstar procedures and advanced problem-solving abilities to identify and address customer - Ensure documentation of customer feedback, emphasizing continuous improvement through the "Voice of the Customer" insights - Champion strict adherence to federal, state, and local laws and regulations, ensuring the center's unwavering compliance - Spearhead Special Projects, fortifying the bridge between supervisors and new hires during training phases - Consistently achieved outstanding performance, earning recognition and appreciation from our Senior VP and culminating in a heartfelt thank-you letter for consistently exceeding performance standards on a monthly basis - Attained full bonus payout through incentives by consistently surpassing standard performance requirements for agents, showcasing a strong commitment to excellence and results