Sharhonda McMurray
Summary
Experienced professional with over 20 years of experience in successfully managing individual contributors and first line supervisors/managers in customer service, sales, and loss prevention in a highly regulated environment.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Wells Fargo
Lubbock, TX
12.2013 - Current
- Manage 8 associate customer success managers (who supervise approximately 18-25 employees) to ensure team success in risk management, operations, customer satisfaction, and call efficiency.
- Training of associate customer success managers to ensure they have a strong foundation in understanding and coaching employees on complying with bank regulations (Reg E, KYC, USA PATIOT ACT, UDAAP, REG B, REG C, REG DD, REG Z Reg E, BSA, SAR) to manage and mitigate risk.
- Analyze individual and team business KPI's to recognize employees and identify opportunities for improvement.
- Analyze customer data to identify trends, issues, and opportunities for improvement.
- Review associate customer success managers performance and provide ongoing feedback and coaching to drive performance improvement.
- Review of associate customer success managers coaching documentation to ensure employee accountability leads to performance success which ensures customer satisfaction and regulatory/compliance expectations are met.
- Plan and lead team meetings to review business results and communicate new and ongoing priorities.
- Resolve employee and customer inquiries and complaints requiring management-level escalation.
- Interview prospective employees and provide input to HR on hiring decisions.
- Plan and complete group projects, working smoothly with others.
Sales Supervisor
Wells Fargo
Lubbock, TX
12.2006 - 12.2013
- Managed sales team of 25-35, set performance goals and strategies for attaining objectives.
- Ensured overall compliance of bank regulations (KYC, USA PATIOT ACT, BSA, UDAAP, REG B, REG C, REG DD, REG Z) by conducting frequent call monitoring.
- Delivered consistent one-on-one and group training sessions to help sales banker's improve skills and selling techniques.
- Promoted culture of customer focus, product knowledge and production solutions to build loyal customer base.
- Motivated sales professionals by delivering positive reinforcement and constructive feedback.
- Implemented procedures that improved closure of sales to increase revenue.
- Fulfilled human resource tasks and partnered with human resources on internal and external issues.
Customer Service Supervisor
Wells Fargo
Lubbock, TX
07.2003 - 12.2006
- Supervised and trained 15-18 customer service representatives to ensure quality assurance and sales expectations were achieved.
- Maintained up to date knowledge of bank policy and regulations to coach employees to ensure excellent customer service was delivered and compliance/risk objectives were met.
- Conducted regular team meetings with customer service representatives to discuss issues or changes in policies and procedures.
- Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents to ensure compliance of bank regulations and adherence to policies and procedures.
- Recruited, interviewed and selected employees to fill vacant roles.
- Fulfillment of human resource duties and partnership with human resources on employee and customer concerns.
Team Lead
Wells Fargo
Lubbock, TX
12.2000 - 07.2003
- Answered questions from customer service representatives about customer accounts and bank policies and procedures.
- Resolved escalated customer complaints.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
- Developed sales campaigns to improve sales performance.
Customer Service Representative
Wells Fargo
Lubbock, TX
03.2000 - 12.2000
- Answered inbound customer inquiries and provided accurate information regarding products and services.
- Filed ACH, card, and ATM claims to remain in compliance of bank regulations (Reg E, BSA, SAR).
- Listened attentively to initiate required bank processes to report suspicious activity.
- Reviewed accounts and made product recommendations to assist customers with meeting their financial needs.
Education
Bachelor of Science (BS) in Criminal Justice -
Lubbock Christian University
Lubbock, TX05-2022
Associate of Applied Science - Respiratory Therapy
South Plains College
Lubbock, TX05-2002
Skills
- Excellent verbal and written communication skills
- Risk Management
- Detail Oriented
- Analytical
- Leadership and Team Building
- Problem Solving
- Relationship Building/Networking
- Proven success in being successful in a face paced environment
Accomplishments
- Star Performer (Sales Supervisor) April 2006
- Star Performer (Sales Supervisor) April 2007
- Star Performer (Customer Service Manager) April 2018
Certification
- Six Sigma Green Belt Certification
Timeline
Customer Success Manager
Wells Fargo
12.2013 - Current
Sales Supervisor
Wells Fargo
12.2006 - 12.2013
Customer Service Supervisor
Wells Fargo
07.2003 - 12.2006
Team Lead
Wells Fargo
12.2000 - 07.2003
Customer Service Representative
Wells Fargo
03.2000 - 12.2000
Bachelor of Science (BS) in Criminal Justice -
Lubbock Christian University
Associate of Applied Science - Respiratory Therapy
South Plains College
Similar Profiles
PATRICIA M. SCHERERPATRICIA M. SCHERER
Regional Bank Private Banker II at Wells Fargo Bank / Wells Fargo AdvisorsRegional Bank Private Banker II at Wells Fargo Bank / Wells Fargo Advisors
Andrew S. HollenbachAndrew S. Hollenbach
Collateral Valuation Analysis at Wells Fargo Home Mortgage and Wells Fargo Bank NACollateral Valuation Analysis at Wells Fargo Home Mortgage and Wells Fargo Bank NA
Laxmikanth ChittampallyLaxmikanth Chittampally
Senior Operational Processor at Wells Fargo India Solution PVT Ltd, Wells FargoSenior Operational Processor at Wells Fargo India Solution PVT Ltd, Wells Fargo
Mayank OberoiMayank Oberoi
Financial Accounting Associate/ Alteryx SME at Wells Fargo International Solutions Private LTD (Wells Fargo)Financial Accounting Associate/ Alteryx SME at Wells Fargo International Solutions Private LTD (Wells Fargo)
Benjamin GoodmanBenjamin Goodman
Senior Customer Success Manager /Customer Success Manager at SpearSenior Customer Success Manager /Customer Success Manager at Spear