Summary
Overview
Work History
Education
Skills
Timeline
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Cherisse Daniels

Reidsville,NC

Summary

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

10
10
years of professional experience

Work History

Workforce Management Specialist I

TRUIST
Greensboro, N.C.
02.2021 - Current
  • Assisted with training IMG new hires on WFM processes, procedures and guidelines
  • Provided guidance and support to managers on proper scheduling techniques.
  • Identified opportunities for cost savings through improved operational efficiency measures.
  • Analyzed data from Verint and AWS systems to identify trends,.
  • Handled all real time schedule-related requests, including Vacation and other time off requests, shift swaps and overtime. Ensure proper coding for teammates on leave of absences.
  • Participated in regular meetings with department FSRMs to review metrics and provide any necessary updates.
  • Monitored adherence and Communicated real time alerts to leadership daily.

Network Control Support Specialist I

TRUIST
Greensboro, N.C.
05.2017 - 02.2021
  • Troubleshot Online banking application and/or website with wealth/affluent clients for operating issues, identifying failures and degradation via email.
  • Maintained up-to-date knowledge of software and technical developments through reading and training.
  • Documented customer inquiries and resolutions in a ticketing system.
  • Provided technical support to customers via phone and email.
  • Troubleshot hardware and software problems on Windows and Mac OS platforms.
  • Olympian Award Winner
  • Provided the Perfect Client Experience training for our teammates.

BB&T Phone 24 Client Service Representative

BB&T Now Truist
Greensboro, N.C.
09.2014 - 05.2017
  • Reviewed and resolved client concerns and issues, researching relevant details and clearly communicating solutions.
  • Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
  • Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues.
  • Personalized client experience, identifying unique needs and providing information and services to match.
  • Followed up with customers through calls and emails to proactively resolve issues and maintain satisfaction.
  • Greeted incoming customers to provide immediate, friendly and knowledgeable support.
  • Escalated complex customer inquiries to supervisors when necessary.
  • Provided customer service support to clients in a timely and efficient manner.
  • Selected to provide support to our new hire OJT class in addition to floor support by handling escalated issues and teammate inquiries in absence of supervisors

Education

High School Diploma -

Walter Hines Page High School
Greensboro, NC
06-2000

Skills

  • Scheduling Optimization
  • Strategic Thinking
  • Workforce Planning
  • Managing schedules
  • Workforce management tools (Verint, AWS, Qliksense)
  • Problem-solving abilities
  • Interpersonal Communication
  • Effective Communication
  • Teamwork and Collaboration
  • Professional Demeanor

Timeline

Workforce Management Specialist I

TRUIST
02.2021 - Current

Network Control Support Specialist I

TRUIST
05.2017 - 02.2021

BB&T Phone 24 Client Service Representative

BB&T Now Truist
09.2014 - 05.2017

High School Diploma -

Walter Hines Page High School

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Cherisse Daniels