Hi, I’m
Stephanie Brown
Summary
Diligent with solid background in coordinating diverse projects from inception to completion. Successfully supported cross-functional teams to achieve project milestones and deliverables. Demonstrated effective communication and organizational skills in fast-paced environments.
Overview
5
years of professional experience
1
Certification
Work History
International Risk Management Institute
Customer Success Coordinator
04.2023 - Current
Job overview
- Coordinated and executed all logistics for trade show exhibitions, including registration, travel arrangements, and hotel accommodations
- Collected, analyzed, and reported data to support strategic decision-making and improve operational efficiency
- Led and completed various special projects as assigned by leadership, often with minimal oversight and tight deadlines
- Identified areas for improvement and implemented process reforms to streamline operations and increase productivity
- Created and maintained comprehensive process documentation to support training, consistency, and cross-functional collaboration
- Developed and managed customer retention strategies to improve satisfaction and reduce churn
- Delivered tutorials and provided ongoing support for users navigating the IRMI website platform
- Oversaw company credit card usage, ensuring proper documentation, reconciliation, and compliance with expense policies
- Compiled and reported weekly customer success metrics to track team performance and support departmental goals
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Entered data, generated reports, and produced tracking documents.
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Obtained certifications needed for new platforms used on the team such as smartsheet and churnzero
Guidant Financial
Account Representative
01.2022 - 03.2023
Job overview
- Managed a high-volume queue of client emails and phone inquiries, ensuring timely and accurate responses
- Routed client communications to appropriate account representatives based on issue type and urgency
- Scheduled and conducted client calls focused on conflict resolution and de-escalation
- Demonstrated in-depth knowledge of retirement plans, with a specialization in 401(k) plan administration and compliance
- Performed tasks independently while actively collaborating with team members and cross-functional departments to ensure service excellence
- Advised clients on internal procedures and guided them through multiple financial systems and platforms
- Reviewed and analyzed client-submitted documents for completeness and accuracy, identifying discrepancies and resolving issues
- Provided advanced support on complex retirement plan scenarios, including plan terminations, to clients and internal team members
- Assisted clients in navigating complex financial and legal processes to reduce risks.
- Kept detailed records of customer interactions for optimal traceability.
- Managed a portfolio of multiple accounts, ensuring timely delivery of products and services while maintaining strong relationships with clients.
- Contacted customers to assess satisfaction and current needs.
- Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns, or challenges.
Grandview Bank
Senior Teller/Vault Teller
02.2020 - 01.2022
Job overview
- Delivered frontline account services including processing deposits, loan payments, check cashing, savings withdrawals, and night/mail deposits
- Handled customer inquiries in person and over the phone, providing accurate information and referring clients to appropriate bank services as needed
- Logged transactions such as large cash deposits and change orders in accordance with bank protocols
- Identified customer needs and referred them to branch representatives for specialized support and financial solutions
- Fulfilled customer requests for bank statements, account documentation, and referrals with attention to detail and confidentiality
- Balanced cash drawer daily by verifying cash transactions, counting currency and coins, and reconciling loan payments and other financial instruments
- Maintained accurate vault records, including managing supply levels, recording transactions, and preparing cash and coin packaging
- Ensured compliance with security and operational procedures by participating in dual-control functions and internal audits
- Supported team success by taking on additional responsibilities and assisting colleagues during high-traffic periods
- Scanned and filed loan documentation accurately for audit readiness and document control
- Monitored and managed returned mail to maintain up-to-date client records and ensure regulatory compliance
- Generated and submitted large currency reports in accordance with financial reporting regulations
- Provided training and support to new team members, fostering knowledge sharing and a collaborative work environment
- Resolved complex customer issues promptly and professionally, maintaining a focus on achieving positive outcomes for both the client and the bank.
- Delivered exceptional service while managing high-volume cash transactions during peak business hours without compromising accuracy or efficiency levels.
- Conducted thorough audits of teller cash drawers, vaults, and ATMs, contributing to branch compliance with internal controls and regulatory standards.
- Meticulously monitored cash drawer activity, ensuring accuracy in transaction processing and adherence to strict security protocols.
Education
Weatherford CollegeWeatherford, TX
Bachelor of Science from Business Administration And Management
06.2024
Skills
- Proficient in Microsoft Office
- Cash management
- Financial auditing
- Experience with Smartsheet
- Client support
- Project management coordination
- Effective time management
- Meticulous attention to detail
- Record-keeping proficiency
- Strategic account oversight
- Proficient in negotiation techniques
- Analytical problem-solving
Certification
- SmartSheet - Create and organize information within a sheet, create and implement automated workflows, write formulas, design forms, and create and deploy reports and dashboards.
- Churnzero - Predict churn risks, automate outreach, and guide customers through onboarding, product adoption, and retention—all from a unified dashboard that integrates with CRMs, support systems, and communication tools.
Awards
PACED People Award won at Guidant Financial, September 2022. I won this award based on nominations from my peers. PACED are the company values and this award is given to those that honor and live out those values. A couple things my peers said about me are:, "Stephanie is awesome! She treats everyone with the same level of respect. If she doesn't understand something as it relates to inclusion, she asks the important questions. She is authentic and really cares about her peers.", "Stephanie is very attentive to her fellow colleagues needs and wants. Connection, and is always looking for ways to implement these principles in her workflow and participation as a DEI committee member."
Affiliations
- Phi Theta Kappa Honor Society
Availability
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Available
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Timeline
Customer Success Coordinator
International Risk Management Institute
04.2023 - Current
Account Representative
Guidant Financial
01.2022 - 03.2023
Senior Teller/Vault Teller
Grandview Bank
02.2020 - 01.2022
Weatherford College
Bachelor of Science from Business Administration And Management
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