Stacy Fikes

Role 1: Client Services Manager

Feb 2018 to Current

• Manage team of customer service associates fostering a positive work environment focused on teamwork and collaboration.
• Reduced customer complaints, proactively addressing issues and implementing effective solutions.
• Assumed ownership over team productivity and manage KPI workflows to meet or exceed quality service goals.
• Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
• Lead, mentor, and motivate team of client service representatives to deliver exceptional service.
• Provide 6-8 week onboarding training program for new hires.
• Monitor team performance, set goals, and evaluate performance metrics to ensure service excellence.
• Coordinate with marketing to provide drafts for outgoing client communications,
• Assist marketing in developing and updating FAQ and video content for website to enhance client experience.
• Developed and implemented chat bot and live chat functionalities for website with HubSpot.
• Lead implementation and configuration of HubSpot Service Hub to meet specific needs of service team.
• Customize Service Hub features such as knowledge base, and customer feedback to align with company goals and client requirements.
• Document, prioritize,, and actively resolve help tickets submitted to online portal Innovue platform.
• Provide technical assistance and support for issues related to user accounts, access, functionality, and other platform-related inquiries.
• Gather, integrate, and analyze data from diverse sources such as client interactions, service metrics, and performance to furnish the executive team with insights.
• Responsible for overseeing NPS, Google reviews, BBB, and Trustpilot reviews.
• Responsible for managing recruitment, conducting interviews, and overseeing selection processes.
• Develop job procedures and training materials
• Facilitating in leadership training organized by STRATA.
• Hold SDIP RITA license - current
• Certificate completions for IRA essentials with Ascensus
• Business Writing Certificate

Role 2: Relationship Manager

March 2017 - Feb 2018

• Identify and prioritize key client sponsor relationships to establish and foster strategic partnerships.
• Conduct one-on-one meetings with clients to explain services, understand their needs, and provide tailored solutions.
• Address and resolve client complaints promptly and professionally, ensuring high levels of satisfaction and retention.
• Demonstrate thorough understanding of company's products and services, effectively communicating their value to clients.
• Build and maintain positive professional relationships with clients, colleagues, and stakeholders.
• Collaborate with internal departments to address client concerns and ensure seamless service delivery.
• Ensure compliance with regulatory requirements and internal policies in all client interactions and transactions.
• Strong communication skills, both verbal and written, with customer-focused approach.
• Ability to prioritize and manage multiple tasks simultaneously in fast-paced environment.

Role 3: Client Service Associate

April 2013-March 2017

• Collaborated with clients, account representatives, investment sponsors, and internal teams to ensure timely completion of client requests, daily metrics, and office projects.
• Addressed client inquiries and issues courteously and professionally through telephone, email, and in-person interactions.
• Demonstrated in-depth knowledge of STRATA's products and services.
• Proactively managed client complaints, resolving issues promptly to prevent escalation.
• Successfully managed multiple responsibilities concurrently to optimize operational efficiency.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Work with clients to handle general or complex questions regarding their IRA account
• Operations related tasks as needed, including credit card processing and transaction verifications
• Time management skills: Ability to prioritize and work well under deadlines
• Proactive and results driven

• Creating online business profiles for business customers.
• Providing on-site support by installing check scanners on business computers for online deposits.
• Setting up ACH profiles, processing ACH transactions, and generating reports.
• Delivering customer service and support, ensuring client satisfaction.
• Responded to customer requests for products, services, and company information.
• Greet customers warmly and professionally, addressing their inquiries and concerns promptly.
• Investigate and resolve customer issues and complaints in a timely and efficient manner.
• Excellent interpersonal skills and ability to build rapport with customers.
• Ability to handle multiple tasks simultaneously and work effectively in a fast-paced environment.
• Completed bi-weekly payroll for 100 business employees.

• Consistently met deadlines, prioritizing tasks to ensure completion within time constraints.
• Worked effectively in fast-paced environments.
• Reconciling wire transactions and confirming settlements.
• Personalizing and programming debit cards with appropriate features and limits.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Coordinating with card issuers and vendors for production and delivery.
• Handling opening new accounts and closing CD accounts.
• Preparing end-of-day and end-of-month balance processing reports.
• Lunch back up for teller line.

• Managed cash inventory, ensuring accurate balancing of the vault and individual teller drawers daily.
• Supported internal credit union audits.
• Assisted in training new tellers to ensure a consistent level of excellent service across the team.
• Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
• Prevented losses by identifying suspicious activities and escalating concerns according to bank policies and procedures.

• Collaborated with team members to ensure seamless execution of daily item processing operations, resulting in improved productivity.
• Handled and balanced checks for over 10 banks.
• Balanced Federal Reserve accounts.
• Prepared daily reports.
• Managed and processed lockbox transactions.
• Demonstrated exceptional attention to detail while examining items for potential issues, preventing future problems from arising due to inaccuracies or inconsistencies.
• Enhanced operational efficiency through proficient use of item processing software and equipment.

• Back operations for Central National Bank
• Utilizing core processor for transaction processing.
• Balancing and keying check processing.
• Ensuring balance with the Federal Reserve Bank.
• Generating and printing statements.
• Compiling weekly and monthly reports.