Jenise Armstrong
Columbia,MD
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building, and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring, and morale-building techniques to maximize employee engagement and performance. Dedicated to optimizing times and service quality with a collaborative and analytical approach.
Overview
6
6
years of professional experience
Work History
Senior Client Service Manager
Sandy Spring Bank
2020.10 - Current
- Contributed to developing marketing materials to showcase the company's expertise, resulting in increased brand visibility and new business opportunities.
- Identify and establish the scope and parameters of business requirements to define outcome criteria and metrics.
- Developed customizable reporting tools and dashboards to generate client, revenue, and internal intelligence reports.
- Oversees projects by conveying and managing deliverables.
- Monitor, measure, and drive client service growth and profit objectives by coaching, motivating, and disciplining staff.
- Streamlined processes for improved client communication resulting in stronger relationships and increased retention rates.
Client Advocate Team Leader
Sandy Spring Bank
2018.09 - 2020.10
- Managed employee concerns regarding attendance and conduct and delivered appropriate corrective action.
- Participated in emergency preparation meetings to understand crisis management procedures.
- Developed comprehensive reports for management on the status of client accounts and potential areas of improvement.
- Determined needed and relevant interventions based on each client's cognitive abilities and current needs.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
Client Service Specialist III
Sandy Spring Bank
2017.11 - 2020.09
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Helped clients navigate online systems within established frameworks to obtain services.
- Pursued networking opportunities to advance client relations skills and enhance customer satisfaction.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Answered, screened, and processed a high volume of calls daily with a call management system and web-based communications.
- Navigated through computer systems to review information and respond appropriately to callers.
Education
B.S. Psychology - Applied Psychology
Towson University
Towson, MD05.2020
Skills
- Business Analysis and Reporting
- Negotiation and Conflict Resolution
- Relationship Management
- Excellent Verbal and Written Communication
- Data-driven decision making
- Training Coordination
- Managing Operations and Efficiency
- Performance Analysis
- Employee Coaching and Motivation
- Account Management
Timeline
Senior Client Service Manager
Sandy Spring Bank
2020.10 - Current
Client Advocate Team Leader
Sandy Spring Bank
2018.09 - 2020.10
Client Service Specialist III
Sandy Spring Bank
2017.11 - 2020.09
B.S. Psychology - Applied Psychology
Towson University
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