April Creek
Kalamazoo,MI
Summary
Dynamic leader with extensive experience in guiding teams, managing complex projects, and achieving strategic objectives. Proven ability to develop streamlined processes that uphold high standards while aligning team efforts with organizational goals. Recognized for fostering collaboration and a commitment to excellence, consistently delivering results that enhance productivity and drive growth. Passionate about empowering teams to reach their full potential and achieve collective success.
Overview
7
7
years of professional experience
Work History
Financial Solutions Specialist Team Lead
PNC Bank
01.2023 - 10.2025
- I talked about financial options with clients and provided some suggestions.
- Led cross-functional teams to streamline operational workflows, enhancing overall efficiency.
- Developed and implemented strategic initiatives to improve service delivery and customer satisfaction.
- Met with clients to understand goals and recommend solutions to fit specific needs.
- Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
- Maximized performance by monitoring daily activities and mentoring team members.
Customer Care Consultant Team Leader
PNC Bank
07.2020 - 01.2023
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Led customer care team to enhance service quality and efficiency.
- Provided ongoing coaching to team members, offering constructive feedback and guidance for individual growth.
- Reduced escalation rates by empowering team members to take ownership of their interactions with customers and proactively seek solutions before escalating issues up the chain of command.
- Enhanced team productivity by creating and refining procedures for daily operations and task delegation.
Customer Care Representative
PNC Bank
12.2018 - 07.2020
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed escalated issues to ensure timely and satisfactory resolutions.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
Education
Bachelor of Science - Accounting
Purdue University Global
Indiana05-2027
High School Diploma -
Larkin High School
Elgin, IL05.2015
Skills
- Documentation and reporting
- Complaint resolution
- Account Management
- Customer Service
- Critical Thinking
- Recordkeeping strengths
- Team leadership
- Performance monitoring
- Conflict resolution
- Escalation management
- Customer support guidance
Timeline
Financial Solutions Specialist Team Lead
PNC Bank
01.2023 - 10.2025
Customer Care Consultant Team Leader
PNC Bank
07.2020 - 01.2023
Customer Care Representative
PNC Bank
12.2018 - 07.2020
High School Diploma -
Larkin High School
Bachelor of Science - Accounting
Purdue University Global