Carolyn Grider
About Carolyn Grider
Carolyn Grider serves as the Customer Contact Center Manager and Vice President at UniBank for Savings, where she has worked since 2009. With extensive experience in call center management and customer service, she has previously held leadership roles at Bank of America and Fleet Bank.
Current Role at UniBank
Carolyn Grider serves as the Customer Contact Center Manager and Vice President at UniBank for Savings. She has held this position since 2009, contributing to the management of the call center in Whitinsville, Massachusetts. In her role, she utilizes Totalview, IEX, and Aspect reports to manage service levels effectively. Grider has implemented call routing and monitoring technology, along with statistical tools, to enhance the performance of the call center.
Previous Experience at Bank of America
Before joining UniBank, Carolyn Grider worked at Bank of America for 20 years, from 1989 to 2009. She held the position of Assistant Vice President and managed the Premier Banking Call Center Team. Her extensive experience in this role contributed to her development in customer service and call center management.
Experience at Fleet Bank
Carolyn Grider also worked at Fleet Bank from 1992 to 1998 as a Team Manager. This six-year tenure provided her with foundational skills in team leadership and customer service operations, further enhancing her expertise in the banking sector.
Educational Background
Carolyn Grider studied at Assumption University, where she earned a Bachelor of Arts degree in Elementary Education and Psychology from 1985 to 1989. Additionally, she pursued continuing education at Connecting Links, achieving another Bachelor of Arts in Elementary Education and Teaching during the same period. Her educational background supports her skills in training and team management.
Training and Development Expertise
In her professional career, Carolyn Grider has gained experience in designing and implementing recruiting and on-the-job training programs. This expertise is crucial for developing effective teams and enhancing service delivery within the call center environment.