Mark Doogan

This opportunity gave me the ability to work in a project environment, fulfilling projects to change department functions including listening system upgrades, beneficiary system upgrades in Vendor and the upgrading of all wording for outgoing correspondance for UK and Ireland contact centres. In addition to these task I have been involved with audit and compliance issues, completing FMEA and risk assessments on various bank wide processes as well as a technical upgrade for Oracle systems.

Responsible for the Customer Retention department, looking after the department’s SLA and KPI's metrics and the performance of the 5 retention team managers (89 FTE at is mximum). This also included the Customer Fulfilment Team functionality (an Outbound Telemarketing Team), a Customer Service trial team and the Best Customer Unit (Inbound call centre looking after most profitable customers).

Inbound call centre manager responsible for the servicing of Bank of Americas top 5% most profitable customer base. Call centre set up to showcase new levels of customer service experience by driving Loyalty through customer service strategies, products and initiatives. Responsibilites include product development, incentive and performance management, develop and coach assocaites and test new products / initiatives to enhance customer relationships with the core product.

Managing people and performance, requiring strong time management, organisational and communication skills. this role required me to be adaptable and confident in developing people whilst surpassing sales and cash targets set by the business. I had to be innovative when it came to motivating my team and approachable to associates and senior leaders.

Supporting the business through managing 2 team functionalities – firstly to monitor and fulfill all internet and application Balance Transfer requests made as well as managing a research team who researched and collected miss directed balance transfers within a 180 day charge off period.