Cheryl Stocks
St. Petersburg,FL
Summary
A charismatic, engaging, multifaceted leader with 19 years of experience in a financial institution dedicated to leading teams and stakeholders by elevating quality, performance, and customer service strategies while coordinating with cross-functional teams. I am committed to maintaining multidisciplinary communications with staff members and superiors in ongoing efforts to increase collaboration, offer change management support, and eliminate operational gaps. I apply an advanced understanding of operational needs and deliver relevant support to mitigate loss while retaining customers efficiently.
Overview
17
17
years of professional experience
Work History
Service Assistant Manager
The Bank of Tampa
Largo, FL
02.2016 - 08.2024
- Ensured compliance with industry regulations and company policies.
- Maintained accurate records of financial transactions and prepared monthly reconciliations.
- Researched discrepancies between accounts and corrected errors as needed.
- Managed data entry and document scanning to assist with audits.
- Developed and maintained audit reports, including recommendations, conclusions, and results.
- Developed and implemented strategies to increase customer satisfaction and loyalty by boosting new sales, improving customer retention, or reducing costs.
Assistant Manager
Synovus Bank
St.Petersburg, FL
02.2015 - 06.2016
- Ensured compliance with safety regulations and company policies.
- Monitored employee attendance records, timekeeping, and payroll information.
- Resolved conflicts between team members effectively.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Collaborated with management on developing strategic plans for achieving business goals.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Delegated work to staff, setting priorities and goals.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
Personal Banker
Fifth Third Bank
St. Petersburg, FL
01.2012 - 02.2016
- Maintained and built strong client relationships through quality, personalized interactions.
- Used job-related software and computer to collect and record customer deposits and fees and issue receipts.
- Used customer information to tailor recommendations to promote cashier's checks, travelers' checks, and savings bonds.
- Examined checks for endorsements to verify legality of documents.
- Approached prospective clients through emails and cold calling to consistently meet sales targets.
- Received mortgage and other loan payments (HELOCS, Easy Home Refi, etc.) by verifying payment dates and amounts due.
- Created strategic financial solutions to suit individualized client needs through consultative selling,
- Participated in training sessions regarding new banking products or services.
Customer Service Manager
Fifth Third Bank
Clearwater, FL
07.2007 - 01.2012
- Monitored staff performance to ensure adherence to customer service standards.
- Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
- Upheld quality control policies and procedures to increase customer satisfaction.
Education
Accounting Operations - Accounting
PTEC
St. Petersburg, FL12-1999
Skills
- Multidisciplinary Collaboration
- Process improvement strategies
- Team Building/Leadership
- Customer Retention
- Risk Mitigation
- Opportunity Identification
- Account Management
- Relationship building and management
Accomplishments
- President's Circle: ranked top ten customer service managers in a network of over 1300+ employees.
- STAR Award: recognizing outstanding performance and contributions while encouraging innovative and creative thinking.
Timeline
Service Assistant Manager
The Bank of Tampa
02.2016 - 08.2024
Assistant Manager
Synovus Bank
02.2015 - 06.2016
Personal Banker
Fifth Third Bank
01.2012 - 02.2016
Customer Service Manager
Fifth Third Bank
07.2007 - 01.2012
Accounting Operations - Accounting
PTEC
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