Icynthia Forbes
@icynthiaforbes
Experienced customer service and contact center leader driving team performance and process improvements.
United StatesWhat I'm looking for
I am a seasoned contact center and banking professional with a proven record of leading teams, improving processes, and delivering exceptional customer outcomes. I combine strong communication and collaboration skills to motivate staff and exceed company goals.
My experience spans contact center supervision, teller and branch management, and technical customer support. I have implemented employee development programs, conducted audits, managed daily operations, and delivered measurable improvements in productivity and customer satisfaction.
Technically comfortable across PeopleSoft Financials, MAS 90, FIS Global, CRM platforms, Microsoft Office, Avaya, Meditech, and common web browsers, I also provide hands-on IT and training support to peers and teams. I routinely produce trend data, monitor KPIs, and manage escalations to ensure service quality.
I seek to bring my leadership, process improvement, and customer-centric focus to a role where I can continue developing teams, streamline operations, and contribute to business growth.
Experience
Work history, roles, and key accomplishments
Contact Center Shift Lead
Ansafone Contact Center
Oct 2022 - Present (3 years 2 months)
Provide training, coaching, and performance feedback to contact center teams; monitor calls, queue times, and KPIs to ensure compliance and improve service quality across multiple client accounts.
WSCustomer Service Associate
Williams Sonoma
Jun 2022 - Aug 2022 (2 months)
Supported domestic and international customers with sales orders and general inquiries via email, and assisted retail store associates to resolve service issues and fulfill orders.
Teller Supervisor
SunTrust
Oct 2017 - Mar 2018 (5 months)
Managed teller operations including cash handling, branch audits, wire transfers, and account openings/closings; developed and led employee training and set daily performance targets to improve branch productivity.
Order Helpdesk Support
CenturyLink
Jul 2016 - Oct 2017 (1 year 3 months)
Handled billing and payment inquiries, technical troubleshooting for internet services, new account setups and order requests while collaborating with engineers to resolve escalations and meet sales targets.
Customer Service Billing Support
Advance Center Technologies
Mar 2016 - Jul 2016 (4 months)
Provided billing and payment assistance and managed entry of demographic and financial information to maintain accurate client records and resolve account issues.
Branch Manager
People's United Bank
Jun 2014 - Feb 2016 (1 year 8 months)
Oversaw branch operations including account management, cash management, invoicing and expenses; provided cross-training on interest income calculations and led overall branch performance and compliance.
Education
Degrees, certifications, and relevant coursework
UBUniversity of Bridgeport
Bachelor of Science, Undeclared / Not specified
Completed a Bachelor of Science degree at the University of Bridgeport in Bridgeport, Connecticut.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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