Sarah Sheehan
Apache Junction,AZ
Summary
Highly motivated, client focused, subject matter expert in transitioning deceased accounts. Skilled in de-escalation, problem solving, and conflict resolution resulting in 99% client satisfaction. Proven ability to lead, train, and develop other peers to advance overall team productivity, work quality, and accuracy.
Overview
12
12
years of professional experience
Work History
Financial Service Representative I
Bank of America Merrill Edge
Chandler, AZ
06.2024 - Current
- Take or make inbound calls averaging 15-20 calls daily, maintaining top 3 for performance each month resulting an invitation to the outbound task team.
- Take initiative and volunteer for overall team improvement ideas such as the Premium Elite Partnership ensuing more than 15 cases completed averaging 3 weeks from start to finish.
- Communicate with the team through peer to peer coaching and team emails any procedural, technical, and operational updates leading to less complaints, better client experience, and instilling confidence in other FSRs to provide their own resolution.
- Assist with onboarding and train new hires, host team meetings, spearhead secondary training opportunities, chat support, and provide presentations on topic knowledge along with tangible resources.
- Closely collaborate and build relationships with partnering teams such as GWIM, Field FSAs, Premium Elite, CSS, Research and Resolutions, and Executive Controls to achieve quick solutions for clients through case analysis, research, ownership, and follow through.
C.E.O.
J.P.S. Group Inc. dba Goodies Delicatessen
Pacific Grove & Moreno Valley, CA
06.2013 - Current
- Implemented improved POS System allowing increase of 150% in sales tips income and 50% productivity.
- Converted manual bookkeeping methods to digital records by creating business expense, income and sales reports using Excel.
- Increased 50% in catering sales by creating and maintaining business website and delivering sample platters.
- Incorporated sole proprietorship into an S-CORP to slash taxes by 70%.
- Opened a second location in Moreno Valley in 2020 to grow and expand business.
Client Care Specialist
Western Alliance Bank
Phoenix, AZ
01.2024 - 06.2024
- Provided 5 Star customer service experience for clients in a phone-based department averaging 50 calls a day.
- Identified and trouble shoot client needs by using resources available to provide solutions.
- Navigated more than 15 programs and systems a day for account research, case management and online banking.
- Contributed new procedures and protocols for the Client Care Team by taking initiative to find faster and efficient methods.
Education
B.A. - Ethnic Studies
University of California San Diego
La Jolla, CAParalegal Studies - Specializing in General Litigation
University of San Diego
San Diego, CATraining Certification - Bank Career Development
BankWork$ - A New Leaf
Mesa, AZSkills
- Internal Applications (CEW)
- Microsoft Suite
- Adobe Pro
- Attention to Detail
- Resourceful
- Critical Thinking & Analysis
- Leadership
- Policies, Procedures, and Guidelines Management
- Effective & Efficient
Activities
Employee Engagement Council, 01/01/25, Present, Responsible for contributing ideas and volunteering for campus events.
Timeline
Financial Service Representative I
Bank of America Merrill Edge
06.2024 - Current
Client Care Specialist
Western Alliance Bank
01.2024 - 06.2024
C.E.O.
J.P.S. Group Inc. dba Goodies Delicatessen
06.2013 - Current
B.A. - Ethnic Studies
University of California San Diego
Paralegal Studies - Specializing in General Litigation
University of San Diego
Training Certification - Bank Career Development
BankWork$ - A New Leaf