Sharlene Kent
Wilmington,DE
Summary
Dynamic Store Manager with a strong focus on customer relationship management and team development. Proven track record in driving profitability and enhancing customer satisfaction through effective leadership and performance evaluation.
Overview
30
30
years of professional experience
Work History
Store Manager
TD Bank
Wilmington, DE
12.2009 - 07.2026
- Drove store growth through deepening customer relationships, prioritizing customer needs, and connecting them with specialists for tailored advice.
- Led people management efforts by hiring top talent, setting goals, developing staff, managing employee performance, and fostering teamwork.
- Mentored developing store managers, providing guidance and support to enhance their leadership skills.
- Served as primary point of escalation for customer and internal partner issues, ensuring timely resolution and maintaining satisfaction.
- Develops, leads and contributes to the growth and profitability
Sr. Deposit Representative & Call Escalation Repre
Discover Financial Services
New Castle, DE
11.2007 - 07.2009
- Managed customer inquiries, providing timely support that improved overall satisfaction.
- Demonstrated strong problem-solving skills in resolving challenging situations and complex customer inquiries.
- Educated customers on financial products and services to ensure informed decisions.
- Opened IRAs, CDs, and Money Market account for customers
- Responded to bank customers inquiries by telephone and mail
- Assisted upper management with administrative tasks, ensuring smooth operational support.
Retention Specialist
Comcast
New Castle, DE
01.2004 - 10.2007
- Assisted customers with complaints, inquiries, and billing issues, ensuring high customer satisfaction and retention.
- Managed follow-up communications, confirming resolution of customer needs and enhancing loyalty.
- Educated customers on product features and benefits effectively.
- Negotiated with customers to achieve mutually beneficial outcomes, fostering trust and retention.
- Trained new team members on retention processes and best practices.
Account Manager
MBNA
Newark, DE
05.1996 - 12.2003
- Effectively managed client accounts to ensure retention and satisfaction.
- Resolved client issues promptly, reinforcing client relationships and satisfaction.
- Addressed customer complaints swiftly to enhance service quality.
- Handled customer disputes professionally, ensuring swift resolution and client trust.
- Maintained detailed records of client interactions, enhancing transparency and consistency
- Evaluated loan applications to determine approval or denial based on established criteria.
- Deposited funds into customer accounts accurately.
- Made necessary monetary adjustments to maintain account integrity.
Education
Associate of Science - Early Childhood Education
Wilmington University
NEW CASTLE, DE01-2007
Skills
- Customer relationship management
- Customer engagement
- Sales forecasting
- Operational management
- Performance management
- Team development
- Team building
- Notary services
- NMLS registration
Timeline
Store Manager
TD Bank
12.2009 - 07.2026
Sr. Deposit Representative & Call Escalation Repre
Discover Financial Services
11.2007 - 07.2009
Retention Specialist
Comcast
01.2004 - 10.2007
Account Manager
MBNA
05.1996 - 12.2003
Associate of Science - Early Childhood Education
Wilmington University