Morgan Curran
Avon
Summary
Outgoing and self-motivated leader with experience managing efficient and performing teams.
Overview
8
8
years of professional experience
Work History
Assistant Contact Center Manager
Magnifi Financial Credit Union
06.2019 - Current
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Managed daily the operation of communication channels.
- Analyzed contact center data to enhance department performance and member experience.
- Collaborated with departments to support exceptional member experience and meet operational needs.
- Interviewed, hired, trained and supervised staff to achieve maximum productivity and performance.
- Cultivated and maintained a high level of department culture.
- Reduced turnover by developing and implementing performance evaluations to support corrective action planning.
- Handled problematic member to assist lower-level employees and maintain excellent customer service.
- Monitored and adjusted staff schedules based on business requirements.
- Approved payroll, PTO and overtime requests.
Contact Center Lead
Central Minnesota Credit Union
09.2017 - 06.2019
- Boosted team performance by monitoring the work of staff members and offering motivational support.
- Lead and assisted with various team engagement activities.
- Developed and optimized work schedules to cover expected workloads.
- Finished all tasks and job duties, adhering to deadlines to avoid delays.
- Followed established guidelines and procedures.
Education
Associate of Arts - Communications and Design
St. Cloud Technical Community College
St. Cloud, MN05.2016
Skills
- Coaching and mentoring
- Industry expertise
- Quality control
- Consultative and relationship selling
- Data analysis and tracking
- Crisis management
- Project management
Timeline
Assistant Contact Center Manager
Magnifi Financial Credit Union
06.2019 - Current
Contact Center Lead
Central Minnesota Credit Union
09.2017 - 06.2019
Associate of Arts - Communications and Design
St. Cloud Technical Community College