Sherry Rhodes
Warwick,RI
Summary
Accomplished banking professional bringing 20+ years of progressive experience establishing and servicing accounts. Proven skills in building long-lasting relationships by applying strong communication, critical thinking and planning abilities.
Knowledgeable Customer Support Supervisor with history of enhancing customer satisfaction and streamlining support processes. Proven track record in resolving complex issues efficiently and leading teams to improve performance. Demonstrated ability to mentor team members and implement effective customer service strategies.
Overview
32
32
years of professional experience
Work History
Customer Support Supervisor
BankRI
08.2001 - Current
- Supervised daily customer service operations, ensuring high-quality support and adherence to bank policies.
- Evaluated agent performance through quality assurance monitoring, identifying areas for improvement and providing targeted coaching as needed.
- Managed escalations from customers, ensuring they received prompt attention from the appropriate team member or department head.
- Generated, compiled and distributed reports of sales leads and up-sell opportunities.
- Monitored performance metrics, providing regular reports to management on team effectiveness.
- Managed a team between 8 to 10 staff members, creating and implementing schedules.
- Assisted consumer and business customers with their banking needs.
- Assisted Cash Management customers with their Cash Management service.
- Meeting referral quarterly goals.
- Responding to customer service emails and online banking messages.
Call Center Representative
Citizens Bank
08.1999 - 08.2000
- Assisted customers by answering questions, responding to inquiries and handling telephone requests.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Resolved concerns with products or services to help with retention and drive sales.
Assistant Head Cashier
Christmas Tree Shops
04.1993 - 07.1999
- Supervised daily cash operations, ensuring accuracy in transactions and adherence to policies.
- Trained and mentored cashiers, promoting best practices in customer service and transaction handling.
- Streamlined cash reconciliation processes, enhancing efficiency and reducing discrepancies in financial reporting.
- Worked in the cash office counting cashiers draws, getting currency ready for armour truck pickups.
Education
Diploma in Computer Based Accounting
Nasson Institute
11.1991
Secretarial Certificate
Community College of Rhode Island
Warwick, RI05.1990
High School Diploma -
St. Xavier's
05.1988
Skills
- Dependable
- Fast Learner
- Customer Service
- Verbal and Written Communication
- Able to adjust to change
- Motivated team player
- Escalation handling
- Training and coaching
- Staff motivation
- Staff scheduling
- Multitasking and organization
- Reliability
Timeline
Customer Support Supervisor
BankRI
08.2001 - Current
Call Center Representative
Citizens Bank
08.1999 - 08.2000
Assistant Head Cashier
Christmas Tree Shops
04.1993 - 07.1999
Secretarial Certificate
Community College of Rhode Island
High School Diploma -
St. Xavier's
Diploma in Computer Based Accounting
Nasson Institute