Margaret A. Stephan
Laguna Beach
Summary
Operations professional with solid background in streamlining processes and enhancing operational efficiency. Known for effective team collaboration and achieving results in dynamic environments. Skilled in process optimization and problem-solving, with reliable and adaptable approach to changing needs.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Operations Specialist
Independent Financial
11.2018 - 06.2022
- First point of contact for daily management duties including overrides, customer escalations, high value transactions, etc.
- Regularly meet with leadership to communicate team progress and align on objectives to cascade to the team
- Oversee adherence to operational controls, as well as corporate, legal, and regulatory procedures to ensure safety and security of assets
- Develop and foster customer relationships to build report and achieve company objectives
- Main resource to assist with new hire training, audits, scheduling, personal banking, and teller work when any of these functions need assistance
Personal Banker
Great Western Bank
03.2016 - 11.2018
- Led our team in handling a large volume of workflow for a fast paced and growing business
- Handled large transactions with the lowest rate of errors in the region
- Processed debit/credit transactions while remaining timely and accurate
- Developed and managed strong relationships with external customers and internal partners to provide great customer service while delivering on customer and business goals
- Assisted the company in establishing new strategies and processes to achieve sales and customer service goals
- Primary trainer responsible for teaching regulations, processes, and systems to a range of new to tenured employees
- Led sales and customer satisfaction scores by developing meaningful relationships and matching products to customer needs
Lead Receptionist
OtterBox
06.2011 - 06.2015
- Responsible for hiring, training, scheduling, and managing the responsibilities of a 10 person team of receptionists that serviced three locations and over 400 employees
- Supported company wide office activities and workflow including coordinating office events, scheduling meetings and appointments, and managing deliveries and shipments of business critical items
Workforce Management Coordinator
OtterBox
06.2011 - 06.2015
- Worked with a small team to coordinate schedules, and develop processes, policies, and best practices for a rapidly growing customer service department
- Led training presentations for groups as large as 50 or more newly hired customer service agents
Customer Service Expert
OtterBox
06.2011 - 06.2015
- Researched and reported social, financial, and customer satisfaction trends
- Trained and mentored employees by assisting in system navigation, product knowledge, and customer service support
- Responsible for managing customer escalations by finding an agreeable resolution for both the customer and the company
Ambassador
OtterCares Foundation
06.2011 - 06.2015
- Served for several years as the customer service departments’ lead ambassador for the company’s charitable foundation which focuses on inspiring entrepreneurs and philanthropists to create lasting and impactful change in the community
- Responsible for organizing and facilitating charitable volunteer events that benefited the community while growing awareness of the foundation’s vision
Education
Bachelor of Science - Hospitality Management, Business Administration
Colorado State University
05.2011
Skills
- Experienced at analyzing situations and improvising to resolve challenging issues on the spot
- Personally driven to constantly learn and grow
- Extensive sales and customer service experience developed through more than 15 years of client service background
- Strong communication and writing skills obtained through education, professional training, and work experience
- Proficient in standard Office software including Microsoft Word, Excel, and PowerPoint
Certification
- ServeSafe Certification
- CPR Certified
- Certification of training:
-Case Conceptualization and Documentation
-Ethical Practices and Skills
-Group Counseling Skills
-Individual Counseling Skills
-Trauma Informed Skills
-Interpersonal Skills
Timeline
Operations Specialist
Independent Financial
11.2018 - 06.2022
Personal Banker
Great Western Bank
03.2016 - 11.2018
Lead Receptionist
OtterBox
06.2011 - 06.2015
Workforce Management Coordinator
OtterBox
06.2011 - 06.2015
Customer Service Expert
OtterBox
06.2011 - 06.2015
Ambassador
OtterCares Foundation
06.2011 - 06.2015
Bachelor of Science - Hospitality Management, Business Administration
Colorado State University
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