Sue Ann Carmichael
Kissimmee,FL
Summary
Hard-working Supervisor with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.
Overview
18
18
years of professional experience
Work History
Supervisor Customer Support Escalations
JetBlue Airlines
07.2021 - Current
- Increase team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Streamline operations for increased efficiency through regular process reviews and implementing necessary changes.
- Reduce employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Improve customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Develop staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Collaborate with other departments to achieve organizational goals, fostering teamwork across various functions.
- Conduct performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Establish performance metrics for the team, consistently tracking progress towards goals and making adjustments as needed.
- Oversee daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Apply strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handle customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Maximize productivity by supervising, mentoring and scheduling team of 10 customer support personnel to meet organizational and operational objectives.
Branch Manager
One Main Financial Group
12.2017 - 07.2021
- Increased branch profitability by implementing cost-saving measures and streamlining operational processes.
- Developed a high-performing team through targeted recruitment, training, and performance management initiatives.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
- Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
- Enhanced staff competency with regular training sessions, boosting productivity levels across the branch operations.
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
- Maintained friendly and professional customer interactions.
- Assessed employee performance and developed improvement plans.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Engaged employees in business processes with positive motivational techniques.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
Branch Manager
FedEx Employees Credit Union
03.2015 - 12.2017
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Developed a high-performing team through targeted recruitment, training, and performance management initiatives.
- Ensured regulatory compliance through diligent adherence to industry standards, guidelines, and company policies.
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
- Drove cross-selling efforts by collaborating with various departments within the organization to maximize revenues from existing clients.
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Assessed employee performance and developed improvement plans.
- Complied with regulatory guidelines and requirements.
Financial Representative
American General Financial Services
12.2008 - 12.2010
- Increased client satisfaction by providing comprehensive financial advice and personalized solutions.
- Streamlined financial processes for improved efficiency and accuracy in portfolio management.
- Developed tailored investment strategies to optimize clients'' long-term financial goals.
- Ensured regulatory compliance with thorough documentation and diligent monitoring of transactions.
- Built strong relationships with clients through transparent communication and trust-building activities.
- Maintained accurate records of all client interactions, ensuring seamless continuity of service across multiple touchpoints.
- Nurtured new business leads through targeted outreach, cultivating a robust pipeline of prospective clients.
- Met with customers to assess needs, financial status and eligibility.
- Received customer applications and followed up with clients to obtain missing information before submission.
- Worked with clients with life, long-term care or disability insurance accounts to increase profitability and account longevity.
Member Service Representative
First South Credit Union
08.2005 - 12.2008
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Contributed to branch sales goals by effectively cross-selling credit union products and services.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Assisted members with account management, including updating personal information and setting up automated payments.
- Handled cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
- Promoted a positive work environment by fostering open communication between colleagues and supervisors.
- Served as a mentor for new hires sharing best practices contributing towards increased productivity among team members.
- Educated and engaged customers with new bank products and services.
- Responded to customer calls and emails to answer questions about products and services.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
Education
Master of Arts - Finance
Strayer University
Memphis, TNBachelor of Arts - Business Administration
University of Memphis
Memphis, TNSkills
- Leadership Abilities
- Organizational Skills
- Problem Solving
- Time Management
- Critical Thinking
- Goal Setting
- Effective Communication
- Team Building
- Cross-functional Collaboration
- Decision Making
- Customer Service
Timeline
Supervisor Customer Support Escalations
JetBlue Airlines
07.2021 - Current
Branch Manager
One Main Financial Group
12.2017 - 07.2021
Branch Manager
FedEx Employees Credit Union
03.2015 - 12.2017
Financial Representative
American General Financial Services
12.2008 - 12.2010
Member Service Representative
First South Credit Union
08.2005 - 12.2008
Master of Arts - Finance
Strayer University
Bachelor of Arts - Business Administration
University of Memphis
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