Lauren Stepney
Chicago,IL
Summary
Results-oriented Operations Manager with over 10 years of experience in the financial services industry. Excels in leading teams and integrating fintech solutions. Proven track record of enhancing process efficiency and building strong community relations, resulting in significant growth in membership and high resolution rates. Committed to leveraging cutting-edge technology to drive customer satisfaction and propel organizational achievements.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Operations Team Lead
Chicago Post Office Employees Credit Union
10.2019 - Current
- Orchestrated community engagement initiatives, incorporating membership drives & volunteer events
- Enhanced customer onboarding, escalating membership growth by 10%
- Directed a six-member team, securing a 95% first-contact resolution rate
- Implemented fintech solutions, amplifying user satisfaction with remote deposit and bill pay systems
- Managed operations, ensuring client satisfaction
Client Service Representative
Planites Credit Union
10.2017 - 10.2019
- Enhanced product adoption by 20% via personalized consultations
- Solved customer issues swiftly, maintaining high client satisfaction
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
Customer Service Manager
Walmart
10.2012 - 10.2017
- Orchestrated operations with a 15-member team, securing top customer contentment scores
- Tuned service procedures, reducing wait times by a significant 25%
- Dealt with escalated customer grievances, providing effective remedies
Education
High School Diploma -
Simeon Career Academy
06.2012
Skills
- Leadership & Team Management
- Process Optimization
- Community Engagement
- Fintech Implementation
- Customer Service
- Project Management
- Business process reengineering
- Cross-functional coordination
Certification
- Certified Associate in Project Management (CAPM), Project Management Institute
- Certified Scrum Master (CSM), Scrum Alliance
- Certified Scrum Product Owner (CSPO), Scrum Alliance
- Certified Credit Union Financial Counselor (CCUFC), America's Credit Unions
- Notary Public, State of Illinois
Timeline
Operations Team Lead
Chicago Post Office Employees Credit Union
10.2019 - Current
Client Service Representative
Planites Credit Union
10.2017 - 10.2019
Customer Service Manager
Walmart
10.2012 - 10.2017
High School Diploma -
Simeon Career Academy
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