Mari Gadlin

WORK HISTORY

EDUCATION

SKILLS

ABOUT MARI GADLIN

As the Member Contact Center Manager, I lead my team, ensure that members are always a priority, and serve as one of the main administrators for the new call center software solution. When I began at American Eagle Financial Credit Union, I started with a small team of 6 and created procedures to track the KPIs. I began as a Supervisor reporting to the Operations Manager and within the first 2 years, I was promoted to Manager and reported to the Senior VP of Operations. At that time, the call volume increased by approximately 10% each year and I increased the staff to 10 agents by 2008 with 1 Team Lead under me. I continued to grow the department and helped my employees grow as well. Currently, I have 2 Supervisors, 2 Team Leads, and about 20 agents under my contact center. I have been honored various Employee Recognition awards through the years recognizing my efforts and achievements. In my role, I must be able to troubleshoot issues the call center reps are having with their systems, add new users, and search for new ways to improve the KPIs. I have also served as a champion for change and been a part of many projects and teams. I have contributed to many technical projects, such as a Core banking conversion, online banking conversion, bill pay conversions, and a debit and credit card conversion. I co-facilitated a CRM focus group to increase usage. I also co-created and co-facilitated with the VP of Operations a group called the A Team to improve relationships, processes, and procedures, and hold people accountable within the Contact Center.