Rodney D.

Hext
432 128th Ave SE Bellevue, WA 98005
972.489.9859 cell
rodneyhext@hotmail.com
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CALL CENTER SUPERVISOR

Extensive call center management experience for major financial institutions. Possess strong team
leadership, motivational, and coaching skills. Technically astute with experience in telephony system
technology. Maintain a indivualized coaching style and extensive interviewing and hiring experience.
Establish performance goals to meet efficiency levels, sales targets, and quality assurance standards.

Professional Strengths:

• Focus on Customer-oriented supervision and developing high performance teams.

• Driving the development of superior customer service and high performance.
• Possesses strong team leadership, motivational, mentoring and coaching skills.
• Exceptional communication, presentation and negotiation skills.
• Excellent analytical skills, able to review overall operations, identify areas of concern & develop
solutions to critical problems.
• Technically astute with experience in various telephony systems.

Computer Competencies:

• Qfiniti, Witness, Remedy, Avaya CMS Supervisor, SalesForce, AS 400, Windows Based Operating
Systems, Microsoft Office Suite

Professional Experience:

Ally Bank (arvato digital services) Lewisville, TX

2/09 – 9/09 Call Center Supervisor
• Developed and established a start-up online banking Call Center, including
recruiting, training, work force management and development of policies and
procedures.
• Assisted in the screening, interviewing and recommendations of applicants.
• Developed and implemented policies and procedures in accordance with
banking regulations.
• Conducted classroom training for new agents as well as training for constant
improvement.
• Supervised 15-20 Customer Service Advocates in daily operations.
• Analyzed call center trends including call volumes, patterns, staff productivity,
and attrition rates and allocated resources to optimize staffing requirements.
• Forecasted scheduling and hiring needs based on weekly call volumes.
• Provided analytical and statistical reporting from various systems on a daily
basis.
• Conducted individualized coaching and feedback sessions for Customer
Service Advocates.
• Monitored agent attendance and compliance with corporate policies and
procedures ensuring consistency.
• Expedited and facilitated the escalation of customer service issues.
• Conducted daily meetings and briefings to identify any operational and
system changes.
• Monitored system performance and initiated corrective measures.
• Assisted with the development of employee incentive programs.
Federal Deposit Insurance Corporation (AppleOne) Dallas, TX
3/04 – 6/08 Call Center Supervisor
• Managed daily performance of 18 Call Center Information Specialists (6 local
and 12 remote) for government call center.
• Responsible for screening, interviewing and hiring of all Information
Specialists.
• Developed mentoring system.
• Conducted individualized coaching and feedback sessions.
• Initiated training program and refresher training program for Information
Specialists.
• Developed and implemented policies and procedures to adhere to contract
deliverables.
• Performed quality audits to identify areas for improvement to ensure quality
assurance standards.
• Responded to secondary escalation issues.
• Provided statistical reporting daily and weekly based ACD performance.
• Determined appropriate daily staffing needs based on call volumes and
contractual obligations to ensure schedule adherence and implement contingency
plans as needed.
• Conducted group training sessions to ensure compliance with Federal banking
regulations
5/02 – 3/04 Call Center Information Specialist
• Provided detailed information and explanations for deposit insurance
requirements for inbound government call center.
• Handled and redirected issues to appropriate division or agencies.
• Consistently exceeded quality standards and goals.
• Trained and mentored new hires

North Dallas Bank & Trust Co. Dallas, TX

5/00 – 4/02 Operations Analyst
• Manager over Research and Mail Departments supervising 4 employees.
• Maintained vendor relations for bank office supplies.
• Researched and provided reporting for legal operational issues including,
subpoenas, account freezes, levies and garnishments
• Responsible for obtaining, compiling and interpreting monthly bank statistical
reports
• Provided back up for other operational functions including cash balancing, large
item reports and kiting reports.

Bank One Dallas, TX

4/99 – 5/00 Commercial Client Service Consultant
• Provided financial services support to over 30 of the largest companies in the
nation.
• Identified and cross-sold cash management and/or treasury management
products to existing clients.
• Coordinated efforts with Treasury Management officer to maintain and enhance
critical relationships with corporate Cash Managers. Improved challenging client
relationships by developing stronger operational procedures.
2/98 – 4/99 Trust Support Specialist
• Processed disbursements and receipts for personal trust clients.
• Reviewed and interpreted legal documents, wills and trust agreements.
• Prepared and provided research requests for relationship manager,
investigated and solved operational issues.
Education:

Southwest Baptist University-Bolivar, Missouri | B.A. in Psychology and Theatre Arts

American Institute of Banking-Albuquerque, New Mexico | General Banking Diploma

References provided on request.