Summary
Overview
Work History
Education
Skills
Timeline
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Stacey Sanders

Raeford,NC

Summary

Strong leader in Customer Service with over 24 years experience in Banking and over 2 years in call center service and support, bringing excellent leadership skills and capability to help team meet and exceed customer expectations. Experience in training, monitoring and managing a highly productive team. Knowledgeable manager and problem-solver with strong record of creating positive workplace culture. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

26
26
years of professional experience

Work History

Retail CSR Supervisor

First Bank
02.2022 - Current
  • Conducted Weekly/Monthly Call and message reviews to ensure customer satisfaction.
  • Efficient team building through ongoing coaching and professional development opportunities.
  • Monitored call quality identifying areas where improvements could be made and/or delivered positive reinforcement as needed.
  • Led regular customer service meetings to review progress, identify challenges and provide feedback.
  • Ensured compliance with company policies and procedures by effectively managing CSR team's daily activities.
  • Promoted positive work environment by fostering open communication among CSR team members.
  • Improved customer satisfaction scores through application of excellent conflict resolution and problem-solving skills.
  • Oversaw escalated customer concerns, providing thorough and satisfactory resolutions in timely manner.

Service Manager

Wells Fargo, NA
09.1997 - 11.2021
  • Managed and directed teller line which consisted of anywhere from 4 to 12 tellers on team at one time.
  • Ensured that each team member delivered exceptional customer service experience to all of clients.
  • Responsible for ensuring that each team member was engaged and connected with each customer in order to establish rapport.
  • Ensured team asked open ended questions in order to deepen and enhance customer's relationship.
  • In charge of compliance and preparing for auditors.
  • Inspected and coached all team members around cash handling and risk mitigation, ensuring all policy and procedures implemented were followed.
  • Spoke directly with all customers who needed to be referred from the teller to an upper level of management for any reasons outside the teller's scope of responsibilities.
  • Escalated all customer concerns and complaints through the customer complaint portal as well as deescalating any complaints that I could resolve in the moment.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Improved staffing during busy periods by creating employee schedules and monitoring callout's.
  • Established team priorities, maintained schedules and monitored performance.
  • Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
  • Recruited, interviewed and hired employees as well as mentoring to promote positive feedback and engagement.
  • Facilitated ongoing staff training programs to ensure a high level of product knowledge and exceptional customer service skills among team members.

Education

Bachelor of Science - Criminal Justice

Fayetteville State University
Fayetteville, NC
12.1996

Skills

  • Team Leadership
  • Employee Supervision
  • Conflict Resolution
  • Feedback Delivery
  • New Hire Training
  • Customer Service Management
  • Documentation and reporting

Timeline

Retail CSR Supervisor

First Bank
02.2022 - Current

Service Manager

Wells Fargo, NA
09.1997 - 11.2021

Bachelor of Science - Criminal Justice

Fayetteville State University

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Stacey Sanders