Show:
GRO
Lanel’s Directs
This team….
Locations
Metrics
100
This Executive is located in AZ and leads the GRO team.
Zelda Spidle
100
This Former OCR leader and avid surfer now leads ID Theft & Emerging Risk
Joey Welu
100
Provides support for customer escalations along with the end to end review of the Quality process.
Operations Control & Readiness
100
Small Business and Wealth are located in these two states.
AZ and DE
100
Surveys completed by customer by phone or e-mail
VOC
200
This former ATM Debit Unit Manager now manages ACT.
Shahidah Harley
200
This CA Dreaming Executive leads the Fraud Detection Team.
David Tigner
200
Maximizes the approval of legitimate transactions and provides exceptional customer service while detecting and minimizing losses.
Retail Fraud Servicing
200
Our Sykes Vendor is located in this VA City.
Vansant
200
Measures the percent of calls answered within a certain timeframe
Service Level
300
This former Specialty Manager now manages BAC – Costa Rica.
Paul Cooper
300
This “Grandfather” on the Executive team leads Retail Fraud Servicing.
Kevin Lozier
300
Reviews accounts based on risks identified by the strategies team.
Retail Fraud Detection
300
This BAC Continuum partner is in the process of developing a CEET Team and is located here.
Costa Rica
300
Percent of calls queued to an agent but disconnected prior to speaking with an associate.
Abandon Rate
400
This AZ associate manages the Sykes Vendor relationship.
Lorri Tucker
400
This Notre Dame fan leads Client Managed Segments.
Robin Duquella
400
Uses judgmental detection and servicing for VIP, Small Business and Large Corporate and Commercial clients.
Client Managed Segments
400
Fraud Executive Lanel Roberts is located here
Jacksonville, FL
400
This metric reflects how many accounts are worked compared to how many accounts are queued
Queue Penetration
500
This associate is the Business Support associate for GRO.
Brian Sprouse
500
This Northwest boating enthusiast leads the OCR team.
Lindsay Millan
500
Prevents high dollar cash losses by identifying unauthorized requests for cash and account access.
Identity Theft and Emerging Risk
500
ACT is located in these two cities
Taos, NM and Harlingen,TX
500
ASA and DPH
Average Speed of Answer and Decisions per hour