Stephenie Barrett
Hiawassee,GA
Summary
Focused individual adept at planning, directing, and maintaining continuous operations in various departments. Skilled at identifying or anticipating problems and providing solutions. Ability to predict project duration, meeting productivity and schedule milestones. Mentoring, training and empowering the team to excel in its performance. Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Client Experience Manager
Q2 Software
07.2021 - 10.2023
- Managed multiple portfolios with Financial Institutions who are Q2 Clients
- Built executive relationships by leading client calls to understand customer needs and potential solutions, including working with multiple third-party vendors and core providers.
- Took ownership of customer issues and followed problems through to resolution.
- Managed, measured, tracked and resolved customer issues to achieve timely resolutions.
- Collaborated with Client Success Managers to lead Solutions Blueprint Calls, Success Meetings, Executive Business Reviews, etc
- Collaborates with Implementation/Delivery/Professional Services teams to help understand custom requirements, promote solutions, align executive leadership, and facilitate decisions
- Collaborates with Customer Support Team to be liaison between Q2 and the Financial Institutions- ensuring troubleshooting and resolution is found
- Maintained and expanded relationships with technology and industry peers for continuous learning.
- Communicated with assigned accounts, set expectations and negotiated priorities.
- Onboarded new clients through established sales and implementation cycle.
- Coordinated with internal departments on implementation of new client business.
Interactive Teller Supervisor
United Community Bank
02.2021 - 05.2021
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches
- Answered telephone inquiries on banking products including checking, savings, loans and lines of credit
- Identified sales opportunities and referred customers to branch partners in financial services
- Led Interactive Teller Project team in delivery of ITM project, resulting in implementation of Interactive Teller Machines throughout bank footprint
- Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
Digital Banking Analyst
United Community Bank
05.2018 - 04.2021
- Worked with Q2 Software, Fiserv, and other TPV to implement projects, procedures, and troubleshoot
- Cross-sold wide range of services and products to increase new business and expand existing customer relationships
- Presented products and services to customers using in-depth knowledge to answer questions
- Achieved project deadlines by coordinating with contractors to manage performance
- Identified plans and resources required to meet project goals and objectives by setting realistic timelines and checkpoints
- Identified, reviewed and applied policies and procedures by exercising informed judgment to achieve optimal performance
- Identified control gaps in processes, procedures and systems through in-depth research and assessment and suggested methods for improvement
- Identified and resolved problems through root cause analysis and research.
Education
MBA - Project Management
Louisiana State University At Shreveport
05.2020
Bachelor of Arts - Early Childhood Education
Western Governors University
12.2018
Skills
- Consumer Banking
- Marketing
- Staff Management
- Spreadsheets
- Quality Management
- Customer Complaint Resolution
- Sales and marketing
- Strategic Planning
- Planning and Coordination
- Conflict resolution
- Flexible & Adaptable
- Project Management
- Process Improvement
- Product Knowledge
- Partnership Management
- Customer Interaction
Certification
- Certified Six Sigma Black Belt- 2020
- Certified Process Improvement- 2020
- Certified Lean Six Sigma- 2020
Timeline
Client Experience Manager
Q2 Software
07.2021 - 10.2023
Interactive Teller Supervisor
United Community Bank
02.2021 - 05.2021
Digital Banking Analyst
United Community Bank
05.2018 - 04.2021
MBA - Project Management
Louisiana State University At Shreveport
Bachelor of Arts - Early Childhood Education
Western Governors University
- Certified Six Sigma Black Belt- 2020
- Certified Process Improvement- 2020
- Certified Lean Six Sigma- 2020
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