Donna Gray
Forest Park,IL
Summary
Results-driven Banking and Call Center Manager with 25 years of experience leading customer service and sales teams in financial environments. Specializes in optimizing operational efficiency, enhancing customer satisfaction, and ensuring compliance with banking regulations. Experienced in leveraging contact center technology to improve call handle times and increase cross-selling opportunities, while driving customer engagement and loyalty through effective strategic planning.
Overview
19
19
years of professional experience
Work History
Customer Success Manager
Viking Cloud
03.2019 - 06.2026
- Resolved 95% of calls within first contact
- Defined targets and objectives to align team efforts with customer success goals
- Developed customer onboarding processes to enhance user experience and engagement.
- Trained new hires, reducing onboarding time by 50%
- Developed customer onboarding processes that improved user experience and engagement
- Resolved client inquiries efficiently, contributing to high satisfaction and retention rates
AVP Retail Operations/Complaince
ABC Bank/Old Second Bank
09.2012 - 12.2018
- Facilitated collaboration among cross-functional teams to implement strategic initiatives improving operational efficiency.
- Established and enacted risk management frameworks to ensure compliance with regulatory standards.
- Established valuable partnerships with key clients, contributing to repeat business and marked growth in customer satisfaction ratings.
- Nurtured high-performance culture among team by articulating clear expectations and offering ongoing feedback on individual performance contributions.
- Supported junior staff by nurturing professional growth and elevating team performance in compliance standards.
- Interpreted financial data to support informed decision-making and stimulate profitability initiatives.
Customer Service Manager
5/3rd Bank
09.2007 - 09.2012
- Directed customer service team to optimize operational efficiency and elevate client satisfaction
- Coached and consistently guided associates on performance-oriented strategies and customer service techniques.
- Oversaw daily operations, guaranteeing adherence to bank policies and regulatory requirements.
- Partnered with cross-functional teams to spearhead initiatives aimed at elevating customer experience.
- Enhanced workflow processes to maximize efficiency while ensuring unwavering commitment to client satisfaction.
- analyzed customer feedback data to identify trends and improvement opportunities driving continuous service enhancement.
- Established quality control measures to uphold high service standards across all organizational touchpoints.
- Cultivated culture of continuous improvement resulting in consistently elevated service standards.
- Leveraged industry expertise and analytical skills to address customer concerns and enhance loyalty.
- Exploited data and analytics to guide decision-making and propel business advancements.
Education
High School Diploma -
Oak Park River Forest High School
Oak Park, ILNo Degree - Course Work
Triton College
River Grove, IL06-2022
Skills
- Customer account management
- CRM software
- Relationship building
- Analytical thinking
- Problem-solving abilities
- Customer onboarding
- Client engagement
- Microsoft Office proficiency
- Team development
- Market analysis
Accomplishments
- Promoted to CSM in 1-year
- Reduced team turnover by 30%
- Improved team moral & improved quality by 20%
Timeline
Customer Success Manager
Viking Cloud
03.2019 - 06.2026
AVP Retail Operations/Complaince
ABC Bank/Old Second Bank
09.2012 - 12.2018
Customer Service Manager
5/3rd Bank
09.2007 - 09.2012
No Degree - Course Work
Triton College
High School Diploma -
Oak Park River Forest High School