Angie Carlson

Officer - Card Services Manager @U.S. Bank

Fargo, ND, US

Responsible for management of a team of 20 customer service staff, including onboarding, training, retention efforts, and termination. My team handles customer inquiries, investigating requests, answering questions, and resolving problems, Maintains a high level of quality customer service, current knowledge of products and services, coaches service advisors on optimal ways to improve the level of customer service provided and takes action to ensure an efficient and professional customer service operation in dealing with telephone customers and correcting notating of cardmember accounts.Coaches all contact center personnel within the site location and works with leadership and other management to provide guidance and direction by communicating and carrying out departmental goals and vision.Ensures compliance with applicable internal policies and procedures and responds to internal audits and certifications. Participates in the troubleshooting of equipment and training procedures and programs which support products and services.Develops, implements, and maintains new and revised departmental operating polies and procedures to increase the quality of service and employee productivity. Implements and monitors tracking and performance monitoring mechanisms. Manages the operations activities for the assigned functional area(s)/region(s) by planning and scheduling departmental activities, ensuring assigned operations area is adequately staffed and volume of work produced meets product and service standard while exceeding quality standards.

Minnesota School of Business

Associate’s Degree, Accounting