Stephanie Dorsey
Aiken,SC
Summary
Proven leader in operations management and customer service at Security Federal Bank, adept at driving operational efficiency and enhancing customer satisfaction. Excelled in staff management and problem resolution, achieving significant improvements in performance metrics. Skilled in multitasking and self-motivation, with a track record of mentoring teams to exceed goals.
Overview
17
17
years of professional experience
Work History
AVP/Personal Lines Account Manager
Security Federal Bank
07.2013 - Current
- Delivered results by analyzing data to identify areas of improvement, implementing changes that resulted in greater operational efficiency.
- Modeled excellence with improving customer satisfaction by streamlining processes and implementing new strategies.
- Promoted and led performance enhancement culture by actively coaching and mentoring direct reports.
- Maintained compliance with industry regulations by implementing risk mitigation measures and maintaining accurate documentation.
- Built relationships by training and guiding team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Maintain and renew all licenses for 54 individuals.
- Track and report all time and payroll data each week through Paylocity.
Customer Service Representative
Security Federal Bank
02.2008 - 07.2013
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
High School Diploma -
Aiken Christian School
Aiken, SC01-2002
Skills
- Operations management
- Reliability
- Operational leadership
- Office administration
- Scheduling
- Staff management
- Administrative support
- Report preparation
- Time management
- Multitasking
- Self motivation
Licensing
Property and Casualty Insurance License for Georgia and South Carolina since 2013.
Timeline
AVP/Personal Lines Account Manager
Security Federal Bank
07.2013 - Current
Customer Service Representative
Security Federal Bank
02.2008 - 07.2013
High School Diploma -
Aiken Christian School
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