Shakira Singletary
Woodbury,United States
Summary
Dynamic leader with a proven track record at Jefferson's and WSFS Bank, enhancing operational efficiency and client satisfaction. Excelled in financial advisement and motivational techniques, boosting branch revenue and fostering customer loyalty. Recruited well-qualified staff, driving performance and risk mitigation. Achieved notable success in project completion and team development, with a focus on strategic growth and client relationships.
Overview
19
19
years of professional experience
Work History
Call Center Coordinator
Jefferson's Hospital
10.2024 - Current
- Collaborated with team members to share best practices for reducing hold times and improving first call resolution rates.
- Maintained strong product knowledge to provide accurate information when assisting customers with their inquiries or concerns.
- Balanced multiple priorities simultaneously while maintaining composure under pressure during peak call volume periods.
- Handled escalated calls professionally, ensuring customer concerns were addressed appropriately and resolved promptly.
- Demonstrates the ability to work effectively on a team and begins to demonstrate the ability to effectively lead a team; draws on experience to resolve less- to moderately complex issues; displays interpersonal skills in dealing with people at all levels of an organization.
- Maintained high-quality standards by adhering to company policies and procedures during all interactions.
- Exceeded customer expectations by going above and beyond in providing exceptional service, leading to recognition from both supervisors and peers.
- Supported new hires through mentorship, helping them acclimate to the contact center environment more quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
Retail Banking Manager, AVP 2
WSFS Bank
10.2012 - 10.2024
- Examined customer loan applications for loan approvals and denials.
- Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Built strong relationships with local businesses, fostering partnerships that benefited both parties.
- Partnered with sales team members to provide subject matter expertise during client presentations, contributing toward increased revenue generation opportunities.
- Enhanced customer satisfaction levels by implementing an effective feedback system and addressing concerns promptly and efficiently.
- Oversaw budget planning and expense management for the branch, ensuring financial goals were met or exceeded consistently.
- Complied with established internal controls and policies.
- Streamlined loan application processes for improved turnaround times, increasing customer satisfaction rates during borrowing experiences.
Customer Financial Services Supervisor
PNC Bank, NA
04.2006 - 10.2012
- Promoted bank's products and services by consistently cross-selling to customers.
- Researched and resolved customer issues on personal savings, checking, and line of credit accounts.
- Mentored new employees, ensuring they were well-equipped to provide exceptional service to customers.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Examined tellers' reports of daily transactions for accuracy.
- Referred customers to other banking departments for specialized services.
- Counted, verified and handled bank deposits and armored car transactions.
- Monitored and verified suspicious activity on customer accounts.
- Trained new hires on customer service policies and procedures.
- Contributed to the achievement of branch sales targets through proactive promotion of financial products and services.
- Enhanced customer loyalty by developing rewards program for frequent clients, leading to increased transaction volumes.
- Improved transaction processing speed with introduction of new financial software, enhancing customer experience.
Education
High School Diploma -
Parkway-Center City
Philadelphia, PASkills
- Business Development
- Networking
- Motivational Techniques
- Risk Mitigation Strategies
- Client Satisfaction
- Performance Appraisal
- Operational Efficiency
- Strong Time Management
- Manage Cash Flow
- Financial Advisement
- Recruit Well-Qualified Staff
Timeline
Call Center Coordinator
Jefferson's Hospital
10.2024 - Current
Retail Banking Manager, AVP 2
WSFS Bank
10.2012 - 10.2024
Customer Financial Services Supervisor
PNC Bank, NA
04.2006 - 10.2012
High School Diploma -
Parkway-Center City
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