DENISE A FERNER
PHOENIX,AZ
Summary
Experienced professional with a strong background in partner support, dedicated to cultivating productive relationships and driving success. Demonstrates effective client handling and adeptly navigates complex situations. A team-oriented individual focused on clear communication, adaptability, and achieving tangible results. Proficient in conflict resolution, problem-solving, and delivering outstanding service.
Overview
18
18
years of professional experience
Work History
Partner Support Specialist
Charles Schwab
08.2021 - Current
- Created a Sharepoint site for the team for team calendar, team engagement and news related to the Partner Support position.
- Provide timely, high quality responses to branch questions and escalations, while balancing the firm's and the client's needs.
- Manage workflow received via phone, service wizard, or email, so the ability to adapt and adjust priorities regularly.
- Provide support and subject matter expertise to team members
- Championed the development of new tools for managing partner relationships more effectively, resulting in increased productivity within the team.
- Responded to customer inquiries and provided technical assistance over phone.
- Provided mentorship to junior Partner Support Specialists, guiding them through challenging situations and sharing best practices.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Associate, Brokerage Service Representative
Charles Schwab
08.2020 - 08.2021
- Resilient attitude to help achieve client satisfaction in a fast-paced call environment
- A commitment to consistently improve the client experience
- Ability to establish trust and rapport with clients over the phone
- Robust consulting, influencing and client engagement skills
- Desire to work in a collaborative team-based culture
- An ownership mindset with a desire to continually develop and learn
- Ability to adapt and implement changes as market and business conditions evolve
District Manager
US Bank
07.2009 - 12.2019
- Helped with onboarding with new managers and new employees
- Accountable for the sales leadership and overall management of the financial needs of a group of retail branches within a defined geographic region
- Provides input to influence the strategic direction of important policies, procedures and programs
- Represents the corporate values of respect, profit, service, sales, professionalism, innovation and growth within the bank and the community
- Developed top-performing teams, leading to increased branch efficiency and positive customer feedback
- Motivated team to increase sales performance with consistent one on one coaching
- Assisted with training of new District Managers within the Region as well as assistance with questions on products and procedures
- Motivated branch teams to win sales campaigns
- Coached branch teams to have operational excellence
- Energetic and goal-oriented with a genuine passion for meeting sales results
Branch Manager
US Bank
01.2007 - 07.2009
- Managed all aspects of the branch including daily operations as well as on-site leadership for sales goals and to ensure all branch employees provide excellent customer service
- Coordinated volunteer time by US Bank employees at the Woodland Community Center
- Participated annually in the Woodland Planter's Day Parade
- Awarded 2008 Business of the Year by the Woodland Chamber of Commerce
Education
Clackamas Community College
Oregon City, ORSkills
- Problem-solving
- Networking
- Motivation
- Multitasking
- Relationship building
- Customer relations
- Collaboration
- District growth management
- Staff development
- Team building
- Oversee operations
- Build successful teams
- Remote Support
- Network Troubleshooting
Accomplishments
2023 Schwab Founder's Award
2023 Schwab Founder's Award
The Founder's Award recognized and rewards our top client facing professionals, leaders and others in roles who support the client experience and excel at helping us achieve our vision of being the most trusted leader in investment services by delivering a top client experience.
Timeline
Partner Support Specialist
Charles Schwab
08.2021 - Current
Associate, Brokerage Service Representative
Charles Schwab
08.2020 - 08.2021
District Manager
US Bank
07.2009 - 12.2019
Branch Manager
US Bank
01.2007 - 07.2009
Clackamas Community College
Similar Profiles
Jacob BridgesJacob Bridges
Financial Services Representative at Charles SchwabFinancial Services Representative at Charles Schwab
Miranda WithersMiranda Withers
Onboarding and Educational Development at Charles Schwab & CoOnboarding and Educational Development at Charles Schwab & Co
Brady HumbertBrady Humbert
Stock Plan Services Operations and Support Specialist at Charles Schwab & Co., Inc.Stock Plan Services Operations and Support Specialist at Charles Schwab & Co., Inc.
Andrew DoughtyAndrew Doughty
Sr. Manager, Software Engineering at Charles Schwab & Co.Sr. Manager, Software Engineering at Charles Schwab & Co.
Alexandra BerryAlexandra Berry
Service Coordinator at Presidential Pools, Spas & PatioService Coordinator at Presidential Pools, Spas & Patio