Penny Gaddishaw Grant
Beaumont,CA
Summary
Excellent banking professional with extensive experience at U.S. Bank, specializing in enhancing contact center operations through effective coaching, escalation support, and operational coordination. Expertise in maintaining high service quality while empowering frontline teams and collaborating with leadership to achieve departmental objectives. Recognized for exceptional communication skills, adept problem-solving abilities, and a commitment to delivering outstanding customer experiences. Passionate about driving operational excellence and fostering a customer-centric culture within the organization.
Overview
18
18
years of professional experience
Work History
Performance Ambassador
U.S. Bank
01.2023 - Current
- Managed scheduling and assignment of bankers, optimizing resource allocation for effective daily operational support.
- Resolved escalated customer inquiries by delivering accurate and timely solutions.
- Led strategic training and coaching initiatives, setting clear works plans for development.
- Support quality reinforcement and operational best practices
- · Collaborated with leadership to support and achieve departmental objectives.
WBSS Banking Specialist
US Bank
01.2021 - 01.2023
- Provided assistance to customers regarding account inquiries and transactions to enhance user experience.
- Adhered to established verification and security measures to maintain account protection.
- Provided reliable service to enhance customer satisfaction and foster positive feedback.
Pharmaceutical Delivery Driver
Total Care Pharmacy
Beaumont, CA
01.2018 - 01.2021
- Coordinated deliveries across large service areas with accurate documentation
- Collected payments and maintained consistent schedules
Customer Service Representative
California Budget Finance
Banning, CA
01.2010 - 01.2017
- Maintained compliant customer records and prepared cash reports
- Communicated with customers regarding accounts and verification
Shift Manager
Fatburger
Banning, CA
01.2008 - 01.2010
- Managed staffing and performance of 5-10 team members during all shifts to ensure operational efficiency.
- Reviewed and documented daily cash transactions to maintain financial integrity and transparency.
Education
High School Diploma -
Banning High School
Banning, California06-2006
Skills
- Staff Coaching & Performance Support
- Escalation Resolution
- Workforce Coordination
- Policy & Procedure Compliance
- Customer engagement
- Team management
- Advanced Proficiency in Microsoft Office Suite
- Effective written and verbal communication
- Expertise in consumer banking operations and financial systems
Accomplishments
Achieved Extraordinary performance review in 2024.
Timeline
Performance Ambassador
U.S. Bank
01.2023 - Current
WBSS Banking Specialist
US Bank
01.2021 - 01.2023
Pharmaceutical Delivery Driver
Total Care Pharmacy
01.2018 - 01.2021
Customer Service Representative
California Budget Finance
01.2010 - 01.2017
Shift Manager
Fatburger
01.2008 - 01.2010
High School Diploma -
Banning High School