ANDREW NEAL
Louisville
Summary
Operations Management & Customer Relations Leader | 7+ Years' Experience
Overview
8
8
years of professional experience
7
7
years of post-secondary education
Work History
Operations Analyst
People’s Bank
08.2023 - Current
- Managed multiple projects simultaneously, delivering results within tight deadlines while maintaining high-quality standards.
- Actively participated in strategic planning meetings, contributing valuable input towards setting departmental objectives.
- Identified inefficiencies in current systems, recommending adjustments that resulted in increased productivity levels.
- Collaborated with cross-functional teams to develop comprehensive project plans, ensuring timely delivery of key milestones.
- Assisted in the development of operational policies and procedures that aligned with organizational goals and objectives.
- Developed and updated tracking spreadsheets using Program.
Customer Resource Center Manager
LIMESTONE BANK
01.2019 - 08.2023
- Serves as Customer Resource Center Manager responsible for managing a team of 12 and analyzing call reporting data for quality control and management decisions
- Leads team meetings and conducts one-on-ones with call center staff to identify development opportunities
- Conducts interviews for hiring additional staff and trains employees on bank functions, procedures, and systems
- Focuses on identifying opportunities and implements best practices for driving efficiency and process improvement in the center
- Increased call handling percentage from 60-70% to 70-80% with projection of averaging 90% by the end of 2021
- Contributed to developing and promoting 10 associates within the department to new positions within the bank
- Creating and designing virtual welcome kit for online customers including guides for all organizational services
- Assisted in implementing new online account opening software to improve technology and customer experience
- Collaborated to implement new call center structural and call reporting changes to improve operational efficiency
- Developed and incorporated new procedures and guides for the department to streamline operations and policies
- Led the team through conversion of core system and acquisition of new branches to support organizational growth.
Customer Resource Team Lead
01.2016 - 01.2019
- Provided support as Customer Research Team Lead analyzing customer accounts for potential issues with banking systems affecting customer experience, along with potential cases of fraud
- Built and maintained relationships and increased customer base by providing excellent customer service, effective communication, and promotion of banking products to improve customer experience
- Collaborated within team environments to ensure all daily operations aligned with overall goals of the organization
- Contributed to people development by training and coaching new and existing employees in company best practices
- Focused on understanding and analyzing customer needs to provide most appropriate banking products and solutions
- Analyzed customer accounts and issues through use of multiple systems with focus on providing a positive experience
- Performed administrative tasks, including opening and closing online accounts for customers and resolving problems.
Education
Master of Business Administration (MBA) in Project Management - Data Analytics
Louisiana State University
Shreveport, LA 08.2020 - Current
Bachelor of Arts (BA) -
Campbellsville University
Campbellsville, KY 08.2011 - 05.2015
Skills
Operations Managementundefined
Websites
Timeline
Operations Analyst
People’s Bank
08.2023 - Current
Master of Business Administration (MBA) in Project Management - Data Analytics
Louisiana State University
08.2020 - Current
Customer Resource Center Manager
LIMESTONE BANK
01.2019 - 08.2023
Customer Resource Team Lead
01.2016 - 01.2019
Bachelor of Arts (BA) -
Campbellsville University
08.2011 - 05.2015
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