Michelle Francis

Lake Worth

Summary

Over 10+ years of management experience, training/development experience, diverse set of communication skills. Professional analyst with a history of progressive leadership and project management, with excellent ability to drive collaboration and cohesion to complete projects in a timely manner. Seeking to establish longevity with a supportive company.

Overview

years of professional experience

Certification

Work History

Cardmember Service Manager / Officer

U.S. Bank

Englewood, CO

09.2019 - Current

Investigating requests, answering questions, and resolving problems.
Implements and monitors tracking and performance monitoring mechanisms.
Assessed client financial situations to develop strategic financial planning solutions.
Resolved customer complaints quickly and effectively.
Led and directed team members on effective methods, operations, and procedures.
Develops and mentor agents to become Service Managers.
Create development plans for advisors who is looking to make career advancements.
Provide effective coaching as needed to behaviors that does not align with U. S. Bank core behaviors.

Store Manager of Operations

Macy’s INC

Overland Park, KS

07.2016 - 09.2019

Reviewed monthly P&L statements for accuracy prior to submission.
Reviewed financial statements, sales reports, and other performance data to measure productivity.
Designed innovative approaches to optimize workflow, streamline procedures, and enhance customer service satisfaction levels.
Set sales targets and budgets for team leads and employees to follow.
Managed daily store operations, including customer service, inventory management, cash handling and staff supervision.
Evaluated customer feedback and complaints to locate weaknesses and improve service.

Education

Associate In Science (A.S.) - Nursing

Medgar Evers College

Brooklyn, NY, US

05-2000

Skills

KPI Monitoring
Task Delegation
Team Development
Team Building
Coaching and Mentorship

Employee Supervision
Team Leadership
Sales Performance
Customer Service

Accomplishments

Out of 4 mentees in the SALI Program ( Service Advisor Leadership Program) 2 went on to be promoted to Service Managers.