Ciji Wright
Senior Director, Member Contact Center at Truliant Federal Credit Union | Triad Business Journal 2024 Forty Under Forty Award Recipient |
- Role
- Senior Director, Contact Center at Truliant Federal Credit Union
- Location
- Winston-Salem, NC, US
- LinkedIn followers
- 500 followers
About Ciji Wright
Experienced leader with a demonstrated history of working in the banking industry. Skilled in Mathematics, Communication, Sales Management, Microsoft Office, and Interpersonal Skills. Experience in Deposit, Lending, and Digital Lending Production. Proven track record of leading individuals and teams to success. Strong professional with a Bachelor of Science - BS focused in Communication and Electronic Media from Appalachian State University.
Experience
Senior Director, Contact Center
Nov 2024 — Present · US
Responsible for overseeing the implementation of the overall Contact Center Operations strategy that ensures efficient performance, a positive and engaging culture, compliance with all Contact Center and Credit Union policies, continuous process improvement, and overall operational efficiencies-Responsible for contributing to and implementing the Contact Center business strategy, standardized processes, oversight of quality, metrics, and attainment of service level and key performance indicators (KPI’s)-Develop and execute a comprehensive strategy to improve first call resolution metrics-Lead, mentor, and train contact center staff to enhance to eir problem solving skills and product knowledge, fostering a culture of accountability and excellence in member service-Partners with Contact Center management on workforce management capabilities, including forecasting, capacity planning, scheduling, and real time management to meet required service metrics-Uses data and analytics to guide strategy and support initiatives aimed at improving the contact center-Develops annual operations and production budgets that allow for meeting organizational goals-Builds and maintains positive relationships with external vendor partners -Collaborates with cross functional teams within the organization to collect input on organizational strategies or activities impacting the Contact Center
Education
Appalachian State University
Bachelor of Science - BS, Communication and Media Studies
2006 — 2012
Find verified contacts for anyone on LinkedIn
Unifers gives sales teams verified emails and direct dials, enriched profiles, and outreach that lands in the inbox.
Free plan included · No credit card required
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.