Carrie Stansbury
Pikesville,MD
Summary
Customer service professional with 8+ years in financial services, recognized for leadership in training, mentoring, and driving team performance. Proven ability to manage high-pressure situations, influence cross-functional teams, and deliver measurable results in customer satisfaction and operational efficiency.
Overview
14
14
years of professional experience
Work History
Customer Relationship Manager
Discover Bank Financial
05.2023 - Current
- Analyzed customer feedback to improve products and services, resulting in increased overall satisfaction levels.
- Delivered superior customer service to strengthen relationships and drive future business revenue.
- Enhanced customer satisfaction by addressing and resolving customer queries, concerns, and complaints in a timely manner.
- Assisted customers with opening accounts and signing up for new services.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Met customer call guidelines for service levels, handle time and productivity.
- Assisted colleagues with challenging client scenarios by sharing expertise and providing constructive feedback on proposed resolutions.
Collections Specialist
Toyota Financial Services
01.2019 - 07.2022
- Delivered exceptional service on escalated collection’s calls, while maintaining a calm and professional demeanor
- Worked in several different roles within the Collections department
- Provided Mentoring and coaching to team members
- Assisted with training new hires and creating learning materials
- Counseled customers on payment options and arranged installment agreements with a goal of collecting a full payment
- Monitored accounts for compliance with established payment plans and flagged non-compliances
- Made outbound calls to customers to discuss account status and accurately documented account of any discovered financial hardships
- Reviewed and analyzed past due accounts to ensure providing accurate information on what payment options are available to best assist customers with resolving past due balance
- Consistently reviewed company’s policies and procedures to assist with making the best decisions for the customer while staying within compliance
Dealer Consultant
ELEMENT FLEET MANAGEMENT
07.2016 - 08.2017
- Worked with Element’s network of delivering dealers to answer questions and resolve issues around new vehicle deliveries
- Obtain status on new vehicle deliveries and obtain delivery dates, so Element can start billing the customer on new vehicles that have been delivered, which drives revenue
- Interacted cross functionally to research and resolve issues related to new vehicle deliveries
- Maintained accurate and up to date records on the status of unresolved issues
- Responded to dealer inquiries via e-mail and phone
- Obtained and recorded status on new vehicle deliveries
- Effectively communicated with title and registration department to ensure vehicles were titled properly
Relationship Specialist
BANK OF AMERICA
01.2014 - 04.2016
- Interviewed clients to determine current income, expenses, financial objectives, risk tolerance and other information needed to develop a financial plan
- Asked open-ended questions to assess customer needs and uncover financial goals
- Built long-term customer relationships and advised customers on banking products
- Processed credit card and auto loan applications while staying within compliance to banking regulations
- Executed credit card payment, stop payments and account transfers
- Continued education on current banking products and regulations through weekly training course
- Coached new and current team members on different sales techniques to help with meeting performance goals
After sales advisor
IKEA DIRECT
10.2011 - 05.2014
- Managed a high-volume of inbound and outbound customer calls
- Addressed and resolved customer product complaints and professionally
- Gathered and verified all required customer information for tracking purposes
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment
- Assisted customers with ordering via website or by phone and setting up delivery with third-party delivery companies
- Reviewed orders and assisted with any delivery or order issues customers experienced
- Documented customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- De-escalated irate customers by actively listening and offering solutions
Education
Associate of Science - Information Technology
Howard Community College
Columbia, MD06-2026
Skills
- Verbal & Written Communication
- Problem Solving
- Problem Resolution
- Analytical Thinking
- Training and mentoring
- Cash Handling
- Time Management
- Friendly and Helpful
Timeline
Customer Relationship Manager
Discover Bank Financial
05.2023 - Current
Collections Specialist
Toyota Financial Services
01.2019 - 07.2022
Dealer Consultant
ELEMENT FLEET MANAGEMENT
07.2016 - 08.2017
Relationship Specialist
BANK OF AMERICA
01.2014 - 04.2016
After sales advisor
IKEA DIRECT
10.2011 - 05.2014
Associate of Science - Information Technology
Howard Community College