Shykeeya Simmons
Beltsville,MD
Summary
Customer Service Driven. Dedicated to providing World Class Customer Service Looking for a position in a fortune 500 company where I may best utilize my managerial, team leading, customer service, sales driven skills in a friendly working safe environment to learn, grow and move up the corporate ladder.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Digital Operations
Eagle Bank
Silver Spring, MD
05.2024 - Current
- Digital Banking is the gate keepers for daily operations. We have to maintain a laser sharp focus on processing and staying up to date on policy and procedure.
- Collaborate with cross-functional teams including the wire department, ach department deposit operation, Risk department and Fraud. ensure cohesive brand messaging across all digital channels.
- Maintain close working relationship with All Eagle Banks in the DMV from Branch Managers, Vice President, Head of CRE, Premier Banking Bank Executive, Stake holders.
- Align with digital goals; provided support in lead nurturing and conversion optimization overseeing daily approval for incoming and outgoing large money movement ensuring all approvals are in place making sure we are not putting the bank or our customers at risk.
- Utilized CRM systems (track leads generated from various digital channels; analyzed data for insights on lead quality and conversion rates.
- Stay up-to-date with industry trends, emerging technologies, and best practices in digital marketing; applied knowledge to drive innovation within the team.
- Leverage data analytics tools (Google Analytics/Data running daily reports which include card issue summary reports, new account reports Direct link merchant reports, csat, pre scrub reports for all daily deposits maintain sla to create customized reports/dashboards tracking key performance indicators (KPIs) online enrollments for business and personal banking on Eagle Bank Platform by having a easy seamless process.
- Develop and execute successful margins resulting in increase in brand mentions/engagement metrics.
Team Huddle Leader, Call Center
Fintec Bluevine Digital online Bank
Jersey City, NJ
10.2021 - Current
- Responsible for the development and day to day of support to our clients ensuring expectations set are clear and measurable-provide on-going feedback to drive accountability and growth.
- Implements and executes coaching and training routines to ensure support our small business owners develop exceptional customer care skills that enable to analyze, troubleshoot, and resolve issue's efficiently and effectively across phone, email, and live chat.
- Create a fun and engaging environment where everyone feels valued and welcomed.
- Meet or exceed all departments KPIs including but not limited to SLA, CSAT and implement best in class customer support process that help scale the organization while driving exceptional customer experience.
- Responsible for training, onboarding, and performance management.
- Take ownership of various projects and processes to continue to improve the business and team experience.
Call Center Supervisor
Valley National Bank
Wayne, NJ
09.2019 - 10.2021
- Lead a team of new hires who are required to Answering up to 80 to 90 calls a day.
- Implements and executes coaching and training routines to ensure customer support agents develop exceptional customer care skills that enable them to analyze, troubleshoot and resolve issues efficiently and effectively across phone in a call center environment.
- Meet or exceed all department KPIs including but not limited to SLA, CSAT and FCR.
- Develop and implement best in class customer support process that help scale the organization while driving exceptional customer experiences.
- Proactively identify, manage and or escalate risks that may impact the business.
- Responsible for hiring, training, onboarding, and performance management.
- Create and maintain knowledge base of best practices and procedure guides.
- Shift seamless between the role of a player and coach as the organization grows.
- Think outside the box for solutions to agents inquiries and the ability to move quickly with limited direction.
Branch Manager
Bank of America
Charlotte, NC
03.2003 - 07.2010
- Established direction for day-to-day financial services operation with direct supervision for sales/service staff members.
- Orchestrated training that encouraged teams to meet high-productivity levels and identify selling opportunities that leverage products/services.
- Set the standard in providing quality customer service by handling customer issues as they arise to deescalate situations and enhance customer retention efforts to achieve bank center goals in compliance with rules/regulations.
Senior Account Manager
Verizon Wireless
06.2000 - 08.2003
- Coordinating with internal teams to deliver solutions that meet clients' needs.
- Developing account management strategies.
- Manage portfolio of accounts and being responsible for building strong client relationships.
- Tracking and reporting progress through sales force automation tools.
- Retaining, managing and growing the existing customer base.
Call Center Manager
First Union Bank/ Wachovia Bank
Wilmington, DE
05.1998 - 11.2000
- Ensure completion of sales and service training and regulatory compliance.
- Encourage and promote positive team environment through leading by example.
- Analyze call center data and prepare reports.
- Evaluate staff effectiveness and performance annually or on an at-need basis.
- Develop monthly, quarterly and annual call center goals and action plans.
- Demonstrated action-oriented leadership skills that contributed towards generating $2.2M in sales revenue by leading by example to inspire the team to reach/surpass sales goals.
Education
Bachelor's degree - Business Management
William Paterson University of New Jersey
Wayne, NJSkills
- Credit analysis
- B2B sales
- Lending
- E-commerce
- Quality assurance
- Communication skills
- ISO 9001
- Live Chat
- Salesforce
- Long term care
- Software Troubleshooting
- Writing skills
- Business Development
- Project leadership
- On boarding
- Management
- Banking
- SAP CRM
- Analysis skills
- Project management
- Remote access software
- Team management
- Zendesk
- Microsoft Windows
- Microsoft Office
- Office Management
- LAN
- CSAT
- Digital marketing
- Workforce management
- KPIs
- Slack
- Leadership
- Customer service
- Supervising experience
Certification
- First Aid Certification
- Senior Professional in Human Resources
- CPR Certification
Accomplishments
Demonstrated action-oriented leadership skills that contributed towards generating $2.2M in sales revenue by leading by example to inspire the team to reach/surpass sales goals.
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Timeline
Digital Operations
Eagle Bank
05.2024 - Current
Team Huddle Leader, Call Center
Fintec Bluevine Digital online Bank
10.2021 - Current
Call Center Supervisor
Valley National Bank
09.2019 - 10.2021
Branch Manager
Bank of America
03.2003 - 07.2010
Senior Account Manager
Verizon Wireless
06.2000 - 08.2003
Call Center Manager
First Union Bank/ Wachovia Bank
05.1998 - 11.2000
Bachelor's degree - Business Management
William Paterson University of New Jersey