A professional well polished manager with over 10 years experience in the First Citizens Bank Customer Contact Center. I have a strong commitment to customer service with the ability to establish effective relationships, resolve complex issues, identify process improvement initiatives and improve first call resolution for the customer. I possess excellent problem solving skills involving "thinking outside the box" to render inventive and creative solutions to customer complaints.

Vice President, Manager Customer Contact Center Service @ Provides ongoing operational development, leadership, coaching and education to the Service area, including the Roanoke call center. Coordinates and manages implementation of major initiatives impacting customers and the Customer Contact Center staff. Leads initiatives for customer service, risk mitigation, operational quality and continuous improvement and support the Bank's service and cross-sales initiatives throughout First Citizens Bancshares. From November 2001 to Present (14 years 2 months) Assistant Vice President, Education/Quality Manager @ Effectively managed department-wide business process improvement initiatives. Utilized Voice of the Customer and first call resolution analysis as a catalyst for fundamental change and process refinement. Established and maintained the department quality assurance plan and quality standard operating procedures. Lead Contact Center Quality Analyst’s in driving top quality/performance, effectively assigning and/or delegating tasks and quality initiatives. Developed and enhanced training curriculum to educate Contact Center associates and prepared them for success in the department. Communicated pertinent information to the Contact Center in a timely manner. From December 2008 to June 2011 (2 years 7 months) Team Leader @ Efficiently and effectively supervised a team of Customer Contact Representatives and other associates within the Customer Contact Center. Supported the Bank’s services and cross-sale initiatives in states where business was conducted. Provided in-depth branch operations and customer service to ensure acceptable service levels to retail and business branch customers. Kept abreast of all operations policies and procedures, customer service programs and sales strategies. Tracked data to contribute to the branch operations, customer service and sales knowledge base. Tracked department metrics for team members and used the metrics for proactive performance enhancement and coaching. From January 2003 to December 2008 (6 years) Customer Contact Representative @ Efficiently and effectively serviced customers and prospective customers via inbound telephone calls. Provided first call resolution for all retail banking inquiries, commercial inquiries, Online Banking (Business and Retail), Bankcard, fraud, forgery, ID theft, and policy and procedure questions. In addition to service support of these customers, potential cross-sell opportunities were identified and referred to the Sales area within the Contact Center. Received incoming calls from customers in multiple states and from multiple banks. From November 2001 to January 2003 (1 year 3 months) CRC Agent @ Provided excellent customer service to passengers and future passengers. Initiated passenger callbacks when flight delayed or canceled. Assisted passengers with general questions regarding Midway Airlines, its equipment, flight schedules and general policies. Liaison between Supervisor and other agents to assure daily tasks were completed. Trained new personnel entering the department. Assisted in data entry. Worked directly with Travel Agents. Volunteered in the Public Relations Department to represent the company. From March 1999 to October 2001 (2 years 8 months) Dental Assistant @ From 1991 to 1992 (1 year)

Pasco Hernando Community College From 1985 to 1986 Mary Olmes is skilled in: Six Sigma, Leadership Development, Call Center, Banking, Training, Leadership, Process Improvement, Customer Service, Business Process Improvement, Retail Banking, Analysis, Risk Management, Management, Team Leadership, Vendor Management