Patsy Sheppard
Lubbock,Texas
Summary
Customer service and operations leader with over 15 years in banking management. Expertise in driving team productivity and service quality, while analyzing performance data to inform decision-making. Recognized for effective employee coaching, compliance oversight, and cross-functional collaboration to enhance customer experience.
Overview
29
29
years of professional experience
Work History
Customer Service Associate Manager
Wells Fargo Bank
Lubbock, TX
03.2018 - 12.2025
- Led a team of 25 employees, driving productivity, service quality, and achievement of operational performance goals.
- Conducted employee performance evaluations and provided ongoing coaching and development to improve individual and team performance.
- Analyzed business performance data and trends to forecast results, delivering actionable insights to senior management.
- Coordinated cross-functional projects and initiatives to ensure timely execution and alignment with business objectives.
- Oversaw compliance with banking regulations and internal policies, mitigating risk and protecting customer and bank assets.
Call Center Sales Supervisor II, AVP
Wells Fargo Bank
Lubbock, TX
04.2004 - 03.2018
- Led and managed a team of 25 Sales Bankers responsible for assisting customers with consumer banking products, new account services, and credit solutions.
- Monitored sales team operations, focusing on customer service quality, product knowledge enhancement, and effective marketing initiatives.
- Collaborated with departments to streamline workflow processes and enhance overall efficiency.
- Partnered with human resources to address employee relations, manage performance, and implement corrective actions.
- Ensured compliance with applicable laws and regulations related to sales activities.
Phone Bank Supervisor II, AVP
Wells Fargo Bank
Lubbock, TX
02.1998 - 04.2004
- Led teams supporting high-volume customer service operations aligned with organizational service goals.
- Coached and developed employees to effectively assess customer financial needs, enhancing product recommendations.
- Resolved escalated customer concerns through advanced research and judgment, ensuring customer satisfaction.
- Maintained subject matter expertise on evolving banking products, services, policies, and procedures.
- Communicated performance expectations and operational updates across staff and Leadership.
- Implemented targeted training programs, equipping team with necessary skills to meet operational demands.
Phone Banker 4 (Team Leader)
Wells Fargo Bank
Lubbock, TX
01.1997 - 01.1998
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Guided frontline representatives in resolving complex customer inquiries, leading to timely and effective solutions and improved customer experience.
- Collaborated with management to align team objectives with company goals, enhancing overall team performance.
- Analyzed service-quality metrics to support performance monitoring and informed decision-making.
- Maintained compliance with operational policies, procedures, and internal controls to mitigate risk and safeguard customer and bank assets.
Education
Bachelor of Science - Business Administration
Wayland Baptist University
Lubbock, TX06-2008
Skills
- Customer experience
- Contact center leadership
- Sales Performance Optimization
- Employee coaching
- Training development
- Workforce planning
- Quality assurance
- Process improvement
- Issue resolution
- Strategic Planning
- Cross-Functional Collaboration
- Risk management
Timeline
Customer Service Associate Manager
Wells Fargo Bank
03.2018 - 12.2025
Call Center Sales Supervisor II, AVP
Wells Fargo Bank
04.2004 - 03.2018
Phone Bank Supervisor II, AVP
Wells Fargo Bank
02.1998 - 04.2004
Phone Banker 4 (Team Leader)
Wells Fargo Bank
01.1997 - 01.1998
Bachelor of Science - Business Administration
Wayland Baptist University