Tracy Cannon
St Louis,MO
Summary
Reliable business professional with experience in project management, process improvement and financial analysis. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
2020
2020
years of professional experience
Work History
Officer and Operations Manager 3, Commercial Customer Service
US Bank
1 2020 - 1 2024
- Assistant manager of call center supporting commercial and corporate customers
- Management of team in person, remote
- Direct reports 5, department 10
- Employee development - mentor, coaching, developing via performance reviews, monthly meeting and weekly huddles, technical support, resolution
- Staffing - Interviewed candidates, performance improvement plans, Employee retention
- Training - Onboarding new employees, and training on policies and procedures
- Employee Recognition- E cards
- Risk Management - monetary, financial records, procedures
- Relationship management - Leap escalations, customer resolution
- Compliance - Know your customer inquiries for wires, banking and maintenance documents
- Technical Support with numerous online systems
- Customer Service - managing phone coverage, minimize hold times, and abandon calls
- Reconcilement of wires account monthly
- Achieved customer service levels of 95% while experiencing staffing reductions
- Improved turnover rate for department, average tenure rate went from 2 years to 5 or more
- Exceeded team goals during merger and increase volume ensuring positive image for bank
- Hired and trained employees to meet department goals
Team Lead, Commercial Customer Service
US Bank
01.2010 - 01.2020
- Managed daily operations and coaching four direct reports
- Conducted interviews and facilitating training for new hires
- Assist with customer calls and inquiries
- Handled escalated customer issues
- Completed audit reports monthly
- Reviewed employee ques for compliance
- Research discrepancies for financial reports
- Handled internal audit inquiries
- Received Silver Awards for outstanding customer service
- Consistently exceeded all department goals in 2010, including survey, service level agreements, speed of calls answered during reduction of staff due to illness
- Recognized for handling escalated inquiries from business line partners
- Participated on the development of new procedures for a specific product benefiting the Broker Dealer division group of US Bank
Senior Service Banker, Commercial Customer Service
US Bank
01.2000 - 01.2010
- Provided information to customers on Treasury Management products, commercial loans, check accounts and other banking products
- Assisted with technical support for online systems
- Provided effective and timely resolution for customer inquiries via email, phone or fax
- Dedicated banker for multiple business accounts
- Process monetary transaction for wire, loan and transfer services
- Completed maintenance documents
- Open and close accounts
- Maintained a monthly audit report for new accounts
- Assisted with the training of new hire employee
- Recognized for exceeding measurement goals consistently for Call tracking resolution, Survey, Calls answered and Building Deeper Relationship
- Received Silver and Bronze awards for outstanding customer service
- Recognized by business line for being a trusted partner for inquiry resolution
Education
Bachelor of Science - Business Administration, Marketing and Management
University of Central Missouri
Warrensburg, MOSkills
Microsoft Office
Compliance officer
Team building
Work coordination
Teamwork and collaboration
Time management abilities
Analytical thinking
Risk management
Public speaking
Risk assessment
Reporting and documentation
Teamwork and collaboration
Community Service
- Alpha Kappa Alpha Sorority Inc., Volunteer, Chairman of annual pageant, 2018
- Alpha Kappa Alpha Sorority Inc., Volunteer, Chairman of Black College Bus Tour, 2023
- US Bank, Volunteer in Junior Achievement, JA for Day program
Timeline
Team Lead, Commercial Customer Service
US Bank
01.2010 - 01.2020
Senior Service Banker, Commercial Customer Service
US Bank
01.2000 - 01.2010
Officer and Operations Manager 3, Commercial Customer Service
US Bank
1 2020 - 1 2024
Bachelor of Science - Business Administration, Marketing and Management
University of Central Missouri
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