Customer Service Manager

Location:

Posted:

April 29, 2015

Shawnise Tyler

*** **** ***** ****** *****, NY 10451 Phone 917-***-**** ********.*****@*****.***

Professional Summary

Result-oriented professional with fifteen years of managerial experience. Strong leadership, interpersonal skills and

critical thinking. Skilled in team building and facilitated an atmosphere to balance high-level of competencies with

optimum productivity.

EDUCATION:

2013-Present BOROUGH OF MANHATTAN COMMUNITY COLLEGE New

York, NY

Associates of Arts in Business Admin

EXPERIENCE:

06/07-Present JP MORGAN CHASE New

York, NY

Assistant Branch Manager

• Actively identify, coach, develop, motivate and support employees so that they can provide superior service to every customer

• Achieve a positive employee experience and build a high performing team that prioritizes controls and drives business results

• Set employees up for success by setting clear objectives for the branch and for each employee, and monitor progress and track

results

• Develop individuals’ skills and helping them plan their long-term career goals

• Recruit top talent and ability to forecast staffing/scheduling needs to ensure adequate staff is on hand to support our customers.

• Manage over twenty employees on a daily basis

• Oversee 750k on a monthly basis

• Ensure that the branch team complies with policies, procedures and regulatory banking requirements

09/05 - 06/07 JP MORGAN CHASE New York, NY

Sales & Service Associate

• Determined customer needs and provide appropriate solutions through relationship building

• Resolved conflicts and manage customer expectations

• Documented customer account activities thoroughly and concisely

• Effectively prioritize work to ensure efficiency

• Engaged in interactive dialogue with customers through active listening

02/00 – 08/05 JPMORGAN CHASE New York, NY

Lead Teller

• Planed, and coordinated all non-business as usual projects in the Vault and Imaging departments

• Managed, coached and developed a team of sixteen tellers on a daily basis

• Responsible for maintaining workflow, monitoring processing statistics, and reporting for the employees

• Conducted quality reviews for team and performance management

• Coordinated with internal and other departments for project and status progress reporting

• Responsible for daily and monthly reporting by utilizing Showcase, Access, Excel, and other reporting tools

SKILLS: Microsoft Word, Excel, Quick Books 2005, excellent communication, organizational and Customer service skills.