Sharon Lapp
Client Services Manager
Johnson City,TN
Summary
Versatile and dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Will go above and beyond basic standards to foster client relationships. A flexible and adaptable professional who remains calm and focused under high-pressure conditions, has excellent work ethic and strength in boosting company morale while maintaining a positive attitude. Capable of successfully tackling special projects while managing daily activities and making sound ad hoc decisions in fulfilling the needs of the customer and company.
Overview
25
25
years of professional experience
Work History
Head Teller/CSR
ANDREW JOHNSON BANK
Johnson City, TN
10.2020 - Current
- Independently owned community bank that boasts assets in excess of $330 million with offices located in Greene, Hamblen, Washington, and Bradley Counties
- Open new individual and business accounts
- Open new HSA accounts
- Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responsible for managing Bank Tellers handling cash and check deposits in conjunction with auditing and managing Bank vault and ATM
- Answer customer telephone calls promptly to avoid on-hold wait times
- Maintain friendly and professional customer interactions
- Execute customer transactions, including deposits, withdrawals, money orders, and checks
- Buy and sell currency & coin from vault
- Process customer credit card cash advances
- Redeem Series EE & I Savings Bonds
- Place Funds Hold on check deposits when necessary
- Place Stop Payments on outstanding checks upon customer requests
- Coordinate daily cash reconciliation
- Execute both domestic and international wire transfers and account transfers
- Sell cashier’s checks
- Collect individual and business loan payments
- Offer advice and assistance to customers, paying attention to special needs or wants.
Elderly Caregiver
Self
Johnson City, TN
02.2015 - Current
- Currently helping elderly man with finding possible PA help with 2 siblings
- Helping to enroll elderly man in MassHealth
- Built strong relationships and show kindness to elderly clients to deliver emotional support and companionship.
- Maintained clean, safe and well-organized patient environment.
- Assist clients with daily living needs to maintain self-esteem and general wellness.
- Cleaned house, ran errands, managed laundry and completed weekly grocery shopping.
- Transported individuals to events and activities, medical appointments and shopping trips.
Client Services Manager
FIDELITONE, INC
Wauconda, IL
07.2010 - 01.2020
- Privately owned $125 million supply chain/3PL management company with expertise in consumer products and multi-state operations
- Managed team of 12 client service representatives assisting 20+ client programs between two 3PL facilities in Tennessee and Nevada
- Applied system/technical knowledge in order to manage high volumes of orders ranging from 5,000 to 30,000 per month
- Managed enhancements in systems, applications, and processes, including rollout planning, documentation, training, and assuring alignment across multiple departments and facilities
- Worked with clients, IT developers, warehouse operations, and client service representatives to ensure smooth flow of inventory and shipment of orders while complying with detailed routing guides
- Managed new client onboarding and/or enhancements to existing clients within WMS environment
- Identified and developed new solutions, drives initiatives, and delivers results
- Handled daily client services and operations tasks, delivering on-time shipments, and implementing solutions to achieve targeted goals for client and company
- Subject Matter Expert interacting with IT and Operations teams to solve toughest of customers’ needs
- Facilitated weekly and monthly conference calls with clients to discuss KPI’s and program efficiencies
- Implemented new processes and systems for improving client service satisfaction and company profitability
- Directed training of new team members and mentor each to promote productivity, accuracy, and friendly service
- Coordinated department schedules to maximize coverage during peak hours
- Provided elevated client experience to generate loyal clientele
Human Resources Assistant/Front Desk Receptionist/CSR
Technipak, LLC
Johnson City, TN
01.2010 - 01.2011
- Private 3PL that provided fulfillment and logistic services
- Acquired by FIDELITONE in 2012
- Multitasked between answering and directing inbound calls on multi-line phone system, assisting in Human Resource duties, and providing client services for one client program
- Organized and maintained approximately 100 employee personnel files with utmost level of confidentiality
- Employment verifications
- New hire employee documentation and orientation
- Delivered friendly assistance with new hires throughout interviewing and hiring process
- Worker’s Compensation
- Employee termination processing
- Performed various administrative functions, including filing Unemployment Claim paperwork, sorting and delivering mail both internally and externally, office cleaning and bookkeeping
- Enforced disciplinary action for attendance, job performance, and policy violations
Direct Support Staff
Sunrise Community
Greeneville, TN
01.2009 - 01.2010
- One of the largest, private not-for-profit organizations in the country for the past 45 years dedicated to serving the needs of people with intellectual and physical challenges and giving the assistance and support necessary to enable them to live valued lives in communities
- Provided support and assistance to individuals with developmental and intellectual disabilities while overseeing health and safety of all individuals at all times
- Maintained clean, safe and well-organized patient environment.
- Assisted disabled clients to support independence and well-being.
- Monitored progress and documented patient health status changes to keep care team updated.
- Ensure accuracy and completion of monthly reviews, behavioral data, and medication compliance
- Weekly interaction with conservators, family members, Behavioral Analysts, Physical Therapists, and Speech & Language Pathologists
- Attended COS meetings and monitored IPS information to ensure accuracy and confidentiality was maintained
- Implementing BSP’s, ISP’s, and Physical Management Plans
- Follow up with medical appointments and oversee treatment recommendation compliance
- Monitored compliance of all recommendations from COS
- Completed 54 lessons in College of Direct Support Staff for behavioral homes
- Assisted disabled clients in any way necessary to facilitate independence and well-being
- Administered medication as directed by physician
- Worked to improve and enhance patient lives through effective and compassionate care
- Maintained clean, safe, and well-organized patient environment
Head Teller/CSR
ANDREW JOHNSON BANK
Greeneville, TN
01.2005 - 01.2009
- Independently owned community bank that boasts assets in excess of $330 million with offices located in Greene, Hamblen, Washington, and Bradley Counties
- Responsible for managing a team of 6 Bank Tellers handling cash and check deposits in conjunction with auditing and managing Bank vault and ATM
- Executed customer transactions, including deposits, withdrawals, money orders and checks
- Bought and sold currency & coin from vault
- Processed customer credit card cash advances
- Posted Federal Tax Deposits for individuals and business (TT&L)
- Sold and redeemed Series EE & I Savings Bonds
- Placed Funds Hold on check deposits when necessary
- Placed Stop Payments on outstanding checks upon customer requests
- Opened new individual and business accounts
- Opened new HSA accounts
- Maintained friendly and professional customer interactions
- Coordinated daily cash reconciliation at a high-volume location
- Executed wire transfers and account transfers
- Processed quarterly vault and ATM audits with a zero error rate
- Sold cashier’s checks, traveler’s checks, and money orders
- Collected individual and business loan payments
Education
High School Diploma -
Greeneville High School
Greeneville, TN05.2002
No Degree - Business Administration And Management
DeVry University
Villa Park, ILSome College (No Degree) - Elementary Education
Walters State Community College
Greeneville, TNSkills
- Inventory Management
- Managing 3PL Relationship
- Process Implementation
- Strategic Planning
- Staff Development
- Advanced Excel Spreadsheets
- Project Management
- Operations Management
- Customer Relation Management
- Flexible and Adaptable
- Self-motivated professional
- Active Listening
- MS Office
- Team Building
- Incapacitation Care
- Bedside Care
- Client Records Management
- Privacy and Confidentiality
Timeline
Head Teller/CSR
ANDREW JOHNSON BANK
10.2020 - Current
Elderly Caregiver
Self
02.2015 - Current
Client Services Manager
FIDELITONE, INC
07.2010 - 01.2020
Human Resources Assistant/Front Desk Receptionist/CSR
Technipak, LLC
01.2010 - 01.2011
Direct Support Staff
Sunrise Community
01.2009 - 01.2010
Head Teller/CSR
ANDREW JOHNSON BANK
01.2005 - 01.2009
High School Diploma -
Greeneville High School
No Degree - Business Administration And Management
DeVry University
Some College (No Degree) - Elementary Education
Walters State Community College
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