Leilani Berry
Credit Team Manager - U.S. Contact Center
- Role
- Credit Team Manager Ii - U s Contact Center at TD
- Location
- Germantown, MD, US
- LinkedIn followers
- 500 followers
About Leilani Berry
An experienced public serve professional with 5+ years of experience performing…
Experience
Credit Team Manager Ii - U s Contact Center
May 2023 — Present · Germantown, MD, US
Led a customer service team who handles customer inquiries related to credit accounts, ensuring delivery of high-quality service and strict adherence to bank policies and- Designed and presented leadership workshops for peer managers, driving cross-team conversations that strengthened leadership consistency and improved employee engagement- Oversaw daily operations across multiple communication channels (phone, email, mail) to ensure efficient resolution of customer issues- Provided guidance and escalation support for complex account-related concerns- Monitored team performance and productivity, implementing coaching and training initiatives to improve service quality, accuracy, and regulatory adherence- Supported team career development by providing mentorship, facilitating skill-building opportunities, and guiding team members toward growth-oriented goals and internal promotions- Collaborated with Quality Assurance, Issue Management, and Underwriter teams to streamline issue resolution and enhance the customer experience- Maintained oversight of account updates and correspondence processes, ensuring accurate and up-to-date customer records
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