Stephanie Holbrook
Ridgeway,VA
Summary
Dynamic banking expert with a solid track record in optimizing processes and systems. Skilled in delivering high customer satisfaction through efficient service and innovative solutions. Leadership experience includes facilitating change initiatives and promoting a results-oriented environment. Focused on continuous improvement and team development to achieve organizational goals.
Overview
15
15
years of professional experience
Work History
Core Services Online Banking Tier 2 Senior Agent/Mentor New Hire
PNC Bank
01.2020 - 08.2025
- Coaching – provide coaching and development to new hires, lead team huddles/meetings.
- Manage Risk - assess and effectively manages all risks.
- customer-centric approach – align customer needs and satisfaction.
- flexibility and adaptability - capability to adjust as necessary.
- Problem Solving – ability to recognize, anticipate and resolve.
- Effective Communication – interpret ideas and share information.
- Analytical Thinking – ability to determine the root cause and create alternative solutions that resolve the problems.
- Process Management – knowledge of business processes. Leads improvement initiatives including reviewing, recommendations and implementations.
Customer Service Agent
Asurion Insurance Services
01.2011 - 01.2020
- Dedicated to troubleshooting problems and finding a resolution.
- Used my exceptional listening skills.
- Multitasking and using several different computer programs at the same time.
- Assisted customers with filing cell phone insurance claims.
Education
General Studies - undefined
Bassett High School
Bassett, Va01.1990
Skills
Coaching and mentoring
Operations management
Employee relations
Product and service sales
Telephone etiquette
Customer rapport building
Positive attitude
Customer service
Problem-solving
Problem-solving skills
Customer service and care
Critical thinking
Clear communication
Organizational skills
Documenting information
Relationship building
Flexible schedule
Customer needs determination
Ensuring customer satisfaction
Information documentation
Timeline
Core Services Online Banking Tier 2 Senior Agent/Mentor New Hire
PNC Bank
01.2020 - 08.2025
Customer Service Agent
Asurion Insurance Services
01.2011 - 01.2020
General Studies - undefined
Bassett High School