Reed Wilder

Highly skilled Customer Service Manager with a strong background in finance and a track record of leading and motivating teams to deliver exceptional customer experiences. Effective and compassionate leader possessing a genuine sense of empathy and understanding, with proven success building rapport with customers and employees alike, creating a positive and supportive environment.

Consistently demonstrate professionalism under pressure while managing customers, employees, multiple projects, and cross-functional relationships. Blending financial acumen with empathetic leadership, bring a strategic approach to problem-solving and keen ability to drive financial results.

• Quality Assurance Program: Created and managed a Quality Assurance program that significantly improved regulatory compliance and customer service quality.
• Operational Efficiency: Streamlined support processes and automated tasks, resulting in significant time savings and increased efficiency.
• Customer Satisfaction: Achieved substantial improvements in customer satisfaction scores through targeted training and support enhancements.
• Training and Development: Developed and delivered comprehensive training programs for new hires and existing team members, reducing onboarding time and improving team performance.
• Positive Turnover: Fostered a positive turnover environment, with a majority of team members being promoted rather than terminated.
• Onboarding New Partners: Successfully onboarded and created workflows for new banking and payment processing partners, ensuring smooth transitions and operations.
• Resource Development: Created workflows, study guides, videos, templates, and other resources to enhance team efficiency and reduce frequently asked questions.