Robert McCaffrey

• Responsible for email and chat channels and provided 2nd level phone support for digital banking for frontline staff.
• Responsible for eight direct reports.

Member Service Manager

• Responsible for multiple channels (phone, email, secure messaging) and skillsets (Member Services, Cards, Digital Banking, New Accounts).
• Managed all functions of the contact center that included hiring/firing, training and development, team member engagement, workforce management, QA, and performance management.
• Responsible for three direct reports (Member Service Assistant Managers) each with a team of 10 to 12 individuals.

Credit Services Manager

• Expertly led a team of eight that handled several bank office functions including debit card chargebacks (fraud and disputes), ATM adjustments, and deposit research.
• Skillfully handled an internal phone queue providing second-level support for the credit union frontline staff (call center and branches) for card inquiries and digital banking support.
• Able to transform a team that was underperforming, disengaged, and dysfunctional, into one with sharply improved productivity, morale, and engagement.

• Managed all functions of the contact center that included hiring/firing, training and development, team member engagement, workforce management, QA, and performance management.
• Was responsible for coaching 25 to 30 agents and ensuring their successful performance.

Consumer Loan Servicing Team Lead

• Coached team members to improve performance.
• Handled escalated calls and customer issues.
• Served as subject matter expert on cross functional project teams.

Consumer Loan Servicing CSR II

• Answered internal helpline calls for other agents in the call center.
• Mentored new hires.

Consumer Loan Servicing Customer Service Representative

• Consistently exceeded performance and quality goals which enabled me to be promoted to CSR II.