Lacey A. Gray
Maple Grove,MN
Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to increase operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
20
20
years of professional experience
Work History
Commercial Client Services Manager
Bell Bank
02.2022 - Current
- Successfully launched Bell Bank's first Commercial Banking Client Services team in October 2022.
- Consulted with department leaders throughout Bell Bank's footprint, to determine parameters for new team.
- Established team priorities, maintained schedules and monitored performance.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Created, coordinated and delivered training and for new team members and created learning plans for continuous staff development.
- Developed and carried out detailed plans for team objectives.
Treasury Management Implementation Consultant
Wells Fargo Bank, N.A
10.2018 - 02.2022
- Consulted with external clients and vendors to implement complex Treasury Management products.
- Responsible for leading multiple projects simultaneously, while collaborating closely with internal resources and colleagues.
- Aligned with multiple high-volume, complex Treasury Management Sales portfolios.
- Managed 10+ new, complex requests on a daily basis.
- Collaborated with internal departments to confirm timely, accurate delivery for implementation of client requests.
- Offered client training services via online interaction to streamline onboarding process for newly implemented services.
- Assessed project scopes to confirm details and understand client expectations in advance.
Treasury Management Client Services Team Lead
Wells Fargo Bank, N.A.
11.2015 - 10.2018
- Supervised 14+ Client Service Officers who supported Wells Fargo Wholesale/Commercial clients.
- Performed countless implementation calls/meetings with clients, as well as internal training sessions for relationship team members.
- Held one-on-one huddles and meetings with team members to highlight successes and discuss development opportunities.
- Developed multiple learning documents for easier understanding of processes/procedures.
- Graduated from the fifth cohort of the Emerging Leader Program.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Treasury Management Client Services Officer
Wells Fargo Bank, N.A.
08.2012 - 11.2015
- Serviced moderate to complex Treasury Management products and services.
- Assisted leadership team with special projects and escalations.
- Served as interim Team Lead for Wells Fargo's Service Team and the Check Verification Team.
- Maintained positive client relationships by responding quickly to customer service inquiries.
Service Manager/Teller
Wachovia/Wells Fargo Bank, N.A.
04.2009 - 08.2012
- Managed and coached bank staff to deliver exceptional customer service and identifying financial needs of customers.
- Trained all branch employees to ensure policies and procedures are followed per federal regulations.
- Established and enforced internal controls, workflows and policies for tracking, reconciling and reporting on accounting activities.
- Achieved 3 passing SOCR audits
- Performed teller, personal banker and manager functions during high-volume business periods to offer expeditious service to customers.
Assistant Store Manager
Limited Too, Inc
08.2006 - 11.2008
- Marketing specialist for Southeastern Connecticut stores.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Interviewed, hired and trained staff associates and equipped to comply with company policies and procedures.
- Rotated merchandise and displays to feature new products and promotions.
Assistant Store Manager
Charlotte Russe
04.2004 - 08.2006
- Visual Manager in charge of visual/marketing planning for 13 Charlotte Russe locations.
- Verified inventory counts remained within monthly tolerance levels.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
Education
Some College (No Degree) - Business Management
Patrick Henry Community College
Martinsville, VAHigh School Diploma -
Patrick County High School
Stuart, VASkills
- Customer Satisfaction
- Team Goals
- Performance Monitoring
- Professional Relationships
- Workflow Processes
- Service Quality
- Customer Retention
- Effective Customer Communication
- Managing Operations and Efficiency
- Business Analysis
Timeline
Commercial Client Services Manager
Bell Bank
02.2022 - Current
Treasury Management Implementation Consultant
Wells Fargo Bank, N.A
10.2018 - 02.2022
Treasury Management Client Services Team Lead
Wells Fargo Bank, N.A.
11.2015 - 10.2018
Treasury Management Client Services Officer
Wells Fargo Bank, N.A.
08.2012 - 11.2015
Service Manager/Teller
Wachovia/Wells Fargo Bank, N.A.
04.2009 - 08.2012
Assistant Store Manager
Limited Too, Inc
08.2006 - 11.2008
Assistant Store Manager
Charlotte Russe
04.2004 - 08.2006
Some College (No Degree) - Business Management
Patrick Henry Community College
High School Diploma -
Patrick County High School