Creating Career Paths for Customer Service Professionals

Tabitha is currently a Business Support Manager for The Executive Response and We Can Deliver teams. In this role she supports the day to day operations of high risk escalations that have reached the CEO and Senior Executive level. Tabitha joined Bank of America in 2015 as a Small Business Deposits Servicing Representative. During her time in Small Business, she worked various roles up to a Small Business Deposits Team Manager. In 2019, Tabitha transitioned to a new role as a Senior Operations Manager for the Social Media team. In this role she led a team of complaint servicing specialists that handled highly sensitive complaints from customers who have contacted the bank through high risk channels, including Facebook and Twitter. Her experience as a Social Media Operations Manager helped her to obtain her current role in 2021 as a Business Support Manager for the Executive Response and We Can Deliver teams. Tabitha is a born and raised Floridian, from Lakeland. Tabitha attended the University of Florida where she earned a Bachelor’s of Business Administration in 2017 and a Master’s of Business Administration in 2021. In her free time she enjoys going to the beach, trying out new restaurants, and spending time with her two dogs, Foxy & Mabry.

Angel Robinson, Sr. Client Services Advocate, who joined the Bank via the company’s career listings & works in the Home Loans Client Services Contact Center. Angel was a Client Services Rep II for 15 months before being promoted to SCA & participated in the bank’s Coach Onboarding Training & 2022 Q2 Emerging Manager Program. Angel is now focusing on delivering results & developing talent as she becomes acclimated with her new role as SCA.

Michelle Freire Sorrells is the business control manager supporting the Small Business Servicing organization. Her responsibilities include oversight of Policy and Procedure Management, Issues Management, Initiative Management, Business Continuity and Exams/Audit and Assessment Management. Michelle joined Bank of America in 1997 and spent her career in the Consumer Bank. She held multiple management positions within our customer contact centers and Consumer & Small Business Product area’s including Affinity Management, Employee Financial Services and Small Business Card. Michelle’s experience and bilingual abilities made her a key leader on the task force to launch MBNA España where she was responsible for recruitment and training for Spain’s customer contact areas. During her time in Affinity Management she managed in Centralized Affinities who was responsible for supporting growth, deepening, product expansion and ongoing strategic communication for over 3,000 partners. Michelle’s operational experience led her to a Business Control roles within Affinity Management, Employee Financial Services and Small Business Card. Michelle resides in Wilmington, Delaware and serves as a volunteer committee leader at her children’s school. She attended the University of North Alabama and Neumann College in pursuant of a degree in Elementary Education and Spanish. Michelle currently is the Strategy Co-Chair for the Hispanic / Latino Organization for Leadership and Advancement (HOLA).