Lorrie Whittle

• Implemented feedback surveys to gauge customer satisfaction levels, using data to drive continuous improvement initiatives.
• Consistently met or exceeded monthly performance metrics, including call quality scores and average handle times.
• Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
• Collaborated with cross-functional teams to ensure seamless resolution of customer issues, resulting in better overall service experience.
• Skillfully navigated JSource to accurately document all customer interactions, maintaining an up-to-date record of case histories.
• Increased team productivity by providing comprehensive training to new CSRs on supporting Silverlake Software.
• Mentored junior CSRs, sharing knowledge of best practices and techniques for driving positive customer outcomes.
• Developed troubleshooting guides for common customer concerns, expediting issue resolution timeframes.
• Reduced response times, effectively managing high call volumes during peak hours.

I traveled with an install team converting financial institutions from their current software to Silverlake for 3 years. I was responsible for insuring the parameters were correctly set up and tested for all of the deposit applications. This included the data mapping for CIF, DDA, EIP, CDs & IRAs, End of Year, Accounts Payable, Safe Box and Shareholders. I was also responsible for training the trainers at the financial institutions on the Silverlake products.