Bonnie Perrenoud
Chippewa Falls,WI
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Veteran call center professional with a history of directing up to 80 employees in call center environment. Hardworking leader with 8 years of progressive experience. Desiring to dedicate knowledge and abilities to a dynamic role with with long-term potential.
Overview
13
13
years of professional experience
Work History
NDS Contact Center Supervisor
Nelnet
Eau Claire, WI
10.2021 - Current
- Supervise 20-80 advisors
- Assist new advisors throughout onboarding process
- Facilitate eQip workshops
- Facilitate Welcome Rooms and Academy of Engagement
- Provide coaching feedback for advisors
- Write and deliver performance evaluations and corrective action plans
- Manage conflicting priorities to meet departmental goals
- Contribute to continuous process improvement
- Develop employee talent
Solutions Center Specialist I
09.2017 - Current
- Proactively provide innovative ideas to improve customer service
- Create and maintain professional relationships with team members
- Provide real-time resolution for escalated borrower issues
- Problem solve, research and resolve complex account requests
- Act as subject matter expert for internal and external customers
- Answer incoming calls from military and consolidation departments
- Answer questions for agents daily
- Provide coaching feedback for advisors
- Communicate with borrowers via social media and email
Contact Center Agent
09.2016 - 09.2017
- Answer incoming calls from borrowers
- Participate in outbound dialer campaigns (90% cure rate)
- Develop team member skills through peer advising
Office Manager
The Wellness Shack, Inc
Eau Claire, WI
01.2014 - 09.2016
- Administer grants to ensure compliance and performance metrics
- Monitor budget
- Prepare and present reports to Board of Directors
- Oversee development of yearly work plan
- Supervise 15-20 employees and volunteers
- Facilitate group meetings
- Collaborate with external customers to provide trainings and presentations
Program Coordinator
Grassroots Empowerment Project
Madison, WI
10.2013 - 12.2013
- Develop policies and procedures for new facility
- Develop employee schedule
- Coordinate employee trainings
Office Manager
The Wellness Shack, Inc
Eau Claire, WI
01.2012 - 10.2013
- Write grants to triple agency budget
- Monitor budget
- Direct Board of Director’s meetings
- Prepare and present reports to Board of Directors
- Oversee development of yearly work plan
- Supervise 15-20 employees and volunteers
- Collaborate with external customers to provide trainings and presentations
Program Coordinator
Pathways to Recovery, Inc
Chippewa Falls, WI
12.2011 - 09.2012
- Plan and host events
- Develop and give presentations
- Monitor budget
Administrative Professional
06.2011 - 12.2011
- Plan and host events
- Develop and give presentations
- Monitor budget
Education
Nelnet
06.2020
Associate of Arts - Administrative Professional
Chippewa Valley Technical College
12.2011
Skills
- Project Planning and Coordination
- Productivity Benchmarks
- Public Speaking
- Contract Development and Management
- Issue and Conflict Resolution
- Data Analysis and Reporting
- Relationship Building
- Critical Thinking
- Team Management
- Microsoft Office
- Planning & Organizing
- Team Building
Accomplishments
- Develop variable staffing plan to save $400,000 annually
- Coordinate opening of new non-profit facility
- Write grants to triple agency budget
- Write Customer Experience Tracker clean-up procedure
- Save millions of borrowers from interest capitalization by analysis of workflow renewal dates
Timeline
NDS Contact Center Supervisor
Nelnet
10.2021 - Current
Solutions Center Specialist I
09.2017 - Current
Contact Center Agent
09.2016 - 09.2017
Office Manager
The Wellness Shack, Inc
01.2014 - 09.2016
Program Coordinator
Grassroots Empowerment Project
10.2013 - 12.2013
Office Manager
The Wellness Shack, Inc
01.2012 - 10.2013
Program Coordinator
Pathways to Recovery, Inc
12.2011 - 09.2012
Administrative Professional
06.2011 - 12.2011
Nelnet
Associate of Arts - Administrative Professional
Chippewa Valley Technical College
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