BreeAnn Kaio

Experience

• 

  Innoventry

  Sept 1999 - Sept 2001

  Call Center Supervisor

  • Successfully coach team of 15-18 CSRs to meet and exceed monthly goals• Side by side and remote monitoring of customer interaction to provide effective coaching• Facilitate effective and supportive team relationships• Ensure team members obtained the appropriate training and support • Develop and implemented hands on training program for new hires

• 

  Golden 1 Credit Union

  Nov 2001 - Jul 2018

  • Successfully coach and develop team of 15-20 Member Service Support Representatives• Review statistics to measure staff performance and the need for improvement• Analyze data to identify areas of opportunity and suggest solutions to improve service level• Monitor staff and member interactions to ensure service excellence• Track and analyze member complaints to improve member satisfaction• Create and maintain training materials as new processes are developed• Serve as liaison between back offices, branches and Contact Center• Identify risk, department and member impact involved in department and corporate level projects Show less

  • Card Operations Supervisor

    May 2016 - Jul 2018

  • Contact Center Supervisor

    Sept 2010 - May 2016

  • Quality Assurance Specialist

    Nov 2003 - Sept 2010

  • Member Service Representative

    Nov 2001 - Nov 2003
• 

  Umpqua Bank

  Jul 2018 - Apr 2020

  Treasury Management Support Manager
• 

  Bank of the West

  Apr 2020 - now

  VP Commercial Client Service Manager
• 

  BMO

  Sept 2023 - now

  Community Head, Client Service US West
• 

  Bonfire.

  Aug 2024 - now

  Member