Driven, energetic and customer focused leader who
enjoys working with and through others to achieve the greatest possible
outcomes. Is passionate in creating and maintaining a high performance culture
of people, processes and systems dedicated to delivering customer service
04/2017 - Current
Discover Bank － New Castle, DelawareCredit Operations Manager
Manage and supervise personnel, projects and day to day operational activities.
Establish client evaluation process to identify credit risk.
Manage and develop new and existing business relationships.
Conduct research, interviews and make recommendations to President.
Evaluate and recommend improvement of technology, systems and processes to improve the business customer value proposition.
07/2015 - 05/2016
Capital One － Wilmington, DelawareSales Manager/Coach
Interview, recommend for hire, manage, develop, coach and supervise banking professionals and associates to deliver high performance metrics and exceptional customer service.
Drive sales, customer engagement and retention to exceptional levels through customer relationship management and satisfaction techniques.
Manage banking café storefront and staff.
Resolve customer, employee and system problems and issues.
Develop and identify strategies to increase sales and enhance the customers experience.
Direct and facilitate staff and team meetings and training sessions.
Foster continuous improvement of systems and processes to capture the Voice of the Customer and improve the customer value proposition.
03/2014 - 05/2015
Bank of America － Newark, DelawareSmall Business Team Leader/Asset Member
Train, monitor and coach Customer Service Associates.
Assist and guide Associates in resolving complex issues and customer complaints.
Utilize relationship-building and problem resolution skills to determine the most appropriate product and/or services, while maintaining a high level of Customer Delight.
09/2013 - 03/2014
Customer Service Associate
Provide customer solutions through seamless delivery of service and/or fulfillment requests.
Communicate solutions to complex card issues for Small Business customers.
Solve problems and investigate/resolve a wide variety of issues and requests that include gathering additional information, setting expectations and working with other support organizations to fulfill the request.
Education and Training
Wilmington UniversityNew Castle, DelawareBachelors of Science: Business AdministrationBusiness Administration
Banking, coaching, computer literacy, continuous improvement, credit risk, customer relationship management, client, customer service, delivery, Mac OS, meetings, Microsoft Excel, Microsoft Office, Microsoft PowerPoint, Windows, Microsoft Word, Operating Systems, personnel, problem resolution, processes, relationship-building, research, sales, spreadsheet, word processing, advanced problem-solving, people person, team player