Annie Delorme

Background

About Annie Delorme

Call Monitoring Analyst: • Responsible for oversight, risk-based identification and monitoring of operational risks and regulatory compliance • Ensuring key controls and processes are effectively managed • Provide support to the business successfully achieving satisfactory audit results through call assessments • Ensure accuracy of execution to policy and procedures • Monitor compliance of inbound and outbound calls from a variety of line of businesses • Provide feedback and solutions to Team Managers on areas of strength and improvement • Recognize methods to improve customer expectations • Identify and report discrepancies in procedures that impact the customer experience Operations Officer: • Complete a high volume of tasks consistently changing in nature with near perfect accuracy and extremely tight time lines. • Review and correct MBNA and CUETS processes for risk and accuracy. • Perfected ability to recognize and evaluate error trends and devise solutions to assist with reducing them through education and feedback. • Created and implemented the QMR Listening Quality Score Card. • Presented common errors to avoid in New Hire classes Intraday Queue Officer: • Experience with IEX & Scheduling with Workforce Management software • Monitored and responded to Service Level changes • Administering schedule modifications to maximize business needs while following guidelines • Regularly communicated with business to ensure schedule integrity • Assisted Team Manager with creation and implementation of team quality score card • Regularly participated in projects to improve business effectiveness Loyalty/Retention/Customer Service: • Provided a high level of service to Customers to resolve a variety of requests and concerns by consistently conveying a professional, courteous, and positive attitude • Consistently achieved and maintained monthly metrics and sales goals. • Worked as a Mentor to coach and assist peers in achieving metrics and quality results.