Shannon Hibbard
Frankfort,US
Summary
Reliable, organized, friendly listener, exceptional team player and effective team leader with 20+ years in conflict resolution, problem solving and customer service.
Overview
26
26
years of professional experience
Work History
Associate, CS&S Client Banking Services
Charles Schwab Bank
04.2023 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Associate Financial Services Representative
Charles Schwab
10.2022 - 04.2023
- Answered calls and collaborated with customers to determine their needs quickly and efficiently with eye towards 'one call resolution'
- Learned processes for completing wire transfers, stop payments, money link, journal entries and other transactions for customers requesting to move money between brokerage and checking accounts
- Trained through Schwab service essentials program on proper use of EDGE program in dealing with customers, as well as use of company systems Client Central, Service Desktop and Nice Phone
- Attended licensing training for Securities Industry Exchange Exam and Series 7exam, and various computer based learning.
Digital Team Lead
Walmart Supercenter
06.2019 - 10.2022
- Responsible for operation of Online Pickup and Delivery (OPD) department
- Executed Pickup plan in store
- Monitored daily metrics and updated operations board with key performance information
- Audited customers orders to ensure correct fulfillment
- Taught and trained associates to meet pickup expectations and company goals
- Supported improvement to efficiencies in store by leveraging metrics and leadership insight to resolve operational gaps
- Picked and loaded orders
- Executed process improvements
- Evaluated execution of program plans and projects
- Managed team of 40+ individuals
- Handled hiring and onboarding of new associates
- Conducted performance or disciplinary conversations, as well as terminations as needed
- Required strong leadership capabilities, communication skills, and excellent customer service skills.
Special Education Paraprofessional
Community Schools of Frankfort
05.2017 - 05.2019
- Oversaw 6 special needs students when instructor was out of room
- Affirmatively communicated and promoted positive attitude with each and every student
- Assisted students by providing specialized accommodations, extra help, and educational assessments
- Used verbal and nonverbal communication to provide comfort, encouragement, and positive reinforcement to children
- Worked with teacher to create customized classroom environment that met needs of students
- Taught basic concepts like alphabet, shapes, and color recognition to small groups of students.
Customer Service Manager
Walmart Supercenter
08.2015 - 05.2017
- Responsible for front end operations of store
- Contacted customers who complained and worked with them to resolve their issues
- Promoted positive work environment for employees and led by example
- Managed staffing levels for customer service counter and other key areas of front end
- Ensured associates are adequately trained and up to date on current procedures
- Oversaw cashiers, filled and switched up cash registers, scheduled cashiers' breaks, assigned associates to cashier role when store is too busy, and various other front end operations.
Office Manager
B. Scott Hibbard, Attorney at Law
10.1998 - 04.2015
- Managed all aspects of husband's law office which specialized in medical debt collection
- Responsibilities included preparation of all court documents, managing calendar and working with court staff to schedule hearings, posting payments to client accounts and preparation of monthly statements for clients, answering and handling all calls from clients as well as defendants, and helping solve problems or arrange payments
- Also performed other various duties in relation to law office.
Education
Business Administration -
Some College (No Degree)
Purdue GlobalSkills
- Client support and Customer Service
- Business operations
- Team management and Leadership
- Creative problem solving and conflict resolution
- Supervision
- Strong communication skills and active listening
- Call center experience
- Professional telephone demeanor
Timeline
Associate, CS&S Client Banking Services
Charles Schwab Bank
04.2023 - Current
Associate Financial Services Representative
Charles Schwab
10.2022 - 04.2023
Digital Team Lead
Walmart Supercenter
06.2019 - 10.2022
Special Education Paraprofessional
Community Schools of Frankfort
05.2017 - 05.2019
Customer Service Manager
Walmart Supercenter
08.2015 - 05.2017
Office Manager
B. Scott Hibbard, Attorney at Law
10.1998 - 04.2015
Business Administration -
Some College (No Degree)
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