Steven Cox

⦁ Successfully managed two client services teams across multiple locations, overseeing a total of 21 direct reports.
⦁ Maintained departmental customer service levels and SLA's, ensuring client satisfaction and retention.
⦁ Resolved escalated customer service issues with a 95% resolution rate within 24 hours, exceeding company benchmarks for prompt issue resolution.
⦁ Managed and monitored exchange rates and pricing, optimizing profitability and hedging strategies.
⦁ Managed wholesale sourcing and sell-offs of foreign banknote inventory, optimizing inventory levels and pricing utilizing multiple vendors.
⦁ Led specific projects related to FX Banknotes, including enhancements to offerings and digital channels.
⦁ Participated in strategic planning, providing valuable input to guide organizational growth and direction.

⦁ Managed and monitored correspondent bank relationships, fostering trust and collaboration with approximately 220 correspondent banks.
⦁ Utilized CRM system to track and manage escalated issues, opportunities, threats, and customer meetings notes.
⦁ Provided reporting and recommendations to improve client business and address market volatility.
⦁ Conducted regular meetings and visits with decision-makers to strengthen relationships and address concerns.
⦁ Resolved escalated issues promptly, ensuring client satisfaction and retention.

⦁ Managed a client services team, ensuring adherence to departmental standards and procedures.
⦁ Resolved escalated customer service issues, maintaining high levels of client satisfaction.
⦁ Managed wholesale sourcing and sell-offs of foreign banknote inventory, optimizing inventory levels and pricing.

⦁ Managed customer relationships and sales operations on the West Coast, overseeing financial institutions and hotels.
⦁ Opened and managed a retail currency exchange booth, overseeing employees and logistics.
⦁ Processed and sold off currency to wholesale vendors, ensuring accuracy and efficiency.