1. Katherine Haley
Orlando, FL 32832
khaleypro@gmail.com or www.linkedin.com/in/khaley03
Summary
Highly experienced Workforce Operations Manager with over 20 years leading customer care center in the
banking industry. Fully versed in forecasting, scheduling, quality assurance/audit, report generation, employee’s
relations, training, recruiting, mentoring and developing staff.
Fully bilingual English & Spanish
Experience
Banco Popular North America, Orlando FL 1999-2015
Call Center Operations Manager Mar 2005 to Jun 2015
Planned and developed Call Center strategies.
Analyzed data reports to identify improvement opportunities within the department.
Provided monthly results assessments of the staff productivity.
Led implementation of Genesys Workforce Manager Application and took over full accountability of
scheduling, forecasting and staffing.
Ensured a service level of 70% with an average speed of answer (ASA) of 20 seconds and a monthly
abandonment rate of less than 7%.
Monitored schedule adherence,perform quality assurance,attendance tracking and vacations scheduling.
Coordinated and implemented training program for the department.
Developed, coordinated and implemented business policies & processes.
Ensured compliance of all regulatory bank’s policies & procedures.
Coordinated the recruitment for the business unit with outside vendors and Human Resources.
Supported marketing campaigns, system conversions, upgrades and new acquisitions.
Provided consulting services remotely to support the transition to PR.
Call Center Customer Service Supervisor 2001-2005
Successfully assisted the start-up of the first National Call Center for PCB/BPNA.
Responsible for the Fulfillment Team.
Served as a liaison between the call center and the Regional officers.
Lead, coach and develop direct reports.
Maintained all attendance records and agents stats for my team.
Handled escalated customer calls and resolved issues presented.
Monitored and coached CSRs in order to identify gaps and change behaviors to improve quality and client
satisfaction.
Prepared and conducted annual performance reviews and implementing performance improvement plan.
Supported the hiring process by interviewing candidates for vacant positions.

2. Kathrine Haley
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Credit Card Call Center Supervisor 1999-2001
Supervised, developed and monitored a group of 20 to 25 customer service representatives to obtain
optimal service level standards for customers to meet the needs of all the clients.
Directed activities of the team to ensure completeness, accurate,efficient and timely customer service.
Handled difficult customer’s inquires by either authorizing the transaction or recommended solutions
through other departments.
Managed day-to-day activities by providing coaching to CSR to ensure adequate coverage and efficient
service.
Prepared and discussed yearly performance appraisal, salary recommendations, disciplinary actions and
terminations.
Conducted interviews for vacant positions.
Banco Popular Puerto Rico, San Juan PR 1996-1999
Telebanco Popular- Call Center Supervisor
Supervised, developed and monitored a group of 20 to 25 customer service representatives to exceed
customer expectations in a fast pace environment and positive atmosphere.
Monitored and coached CSRs in order to identify gaps and change behaviors to improve quality and client
satisfaction
Supported the team when handling 100,000 calls per month.
Actively participated in developing the new incentive programs.
To achieve the goal to be a world class call center when providing consistent outstanding service to the
banking industry and extended 24 hrs customer service was implemented within 6 months.
Education
Master Degree- 8 credits completed towards MBA
Interamerican University- San Juan, PR
Bachelor ofArts-BusinessAdministration
Interamerican University- San Juan, PR
Technical Expertise
Microsoft Office Suite: Word, Excel, Power Point and Outlook
Phone and Timekeeping Tracking Systems: Genesys, CACTI,Utopy and ZAP