Amber Piechocki

Experience

• 

  Fifth Third Bank

  Jul 2005 - now

  · Manage and engage team of 15-20 customer service representatives that take inbound consumer inquires· Engage, Coach and Develop staff members in current role, and prepare them for future development · Manage and process confidential employee files (attendance records, salary changes, performance counseling, and year-end performance reviews)· Subject Matter Expert (SME) Afterhours (including Disputes intake form), Supervisor tablets, Special 1, Preferred and Private Bank· Manage multiple projects concurrently· Extensive one on one coaching to help agents with AHT, ACW, OSAT, Quality, and Overall Call Handling· Peer Mentor for New Leaders Show less · Core trainer for new escalation agents and existing escalation agents receiving new training in skills· Extensive research and troubleshooting on consumer accounts to resolve customer issues upon first contact· Effective time management and multi-tasking to ensure customer issues are resolved in a timely manner· De-escalate and assist with customer calls · Provide excellent customer service and exceeded monthly department goals· Created training documents for use within department· Support DRD during initial launch within Consumer Contact Center Show less

  • Mail Center and Item Processing Manager

    Feb 2019 - now

  • Consumer Contact Center Supervisor

    Jan 2016 - Feb 2019

  • Customer Service Team Lead

    Oct 2015 - Dec 2015

  • Customer Service Escalation Representative

    Jul 2010 - Sept 2015

  • Retail Business Banking

    Oct 2009 - Jul 2010

  • Customer Service Representative

    Jul 2005 - Oct 2009