STACEY NICOLE MCCUTCHEON

adoayr@r.postjobfree.com US Mobile: +1-803-***-**** LinkedIn.com/in/staceymccutcheon PROFESSIONAL SUMMARY

Business Administration candidate with focus on Human Resources. Professional experience in data collection, research, and the management and discussion of complex financial accounts. Proven capability to outperform in high-stress environments. Excellent customer service skills. Work cohesively in a team environment. Adapt well to changing business conditions. Exceptional leadership capability. Solid skills in time management, prioritization, decision-making. EDUCATION

STRAYER UNIVERSITY Columbia, SC

BACHELOR OF BUSINESS ADMINISTRATION-HUMAN RESOURCE MANAGEMENT. April 2019 – June 2021 Courses include Introduction to Business, Principles of Marketing, and Leadership UNIVERSITY OF PHONEIX

ASSOCIATES OF ARTS-MEDICAL BILLING AND CODING. GPA 3.6 /4.0 Phoenix, AZ Courses online included procedural coding, insurance billing, and processing patient records June 2010 – January 2014 EXPERIENCE

WELLS FARGO BANK NA Columbia, SC

Research Remediation Analyst, Case management and research June 2019 – present Serve as the primary resource to bankers and customers in managing financial affairs of deceased Wells Fargo customers. Provide empathy along with guidance on how to manage such accounts.

Serve as first point of contact and coordinate multiple lines of business in managing the accounts of deceased customers.

Evaluate and interpret relevant legal documents to initiate account closures of certain banking products.

Manage caseloads on average up to 20 to 30 cases monthly by updating information, attaching documents, and corresponding with external customers.

Display excellent customer service skills and maintain a poised course for all, given the nature of these responsibilities.

Trained and mentored new hires.

Customer Service Representative (November 2017-June 2019) Researched and resolved issues involving various banking products, while navigating bank systems, applications, and resources.

Answered internal and external inquiries. Averaged 500-750 calls monthly. Responded with critical thinking and action conforming to bank policies & procedures.

Cross-trained in multiple disciplines including DDA-Demand Deposit Accounts, Legal, and Teller Support.

Trained and mentored new hires after being designated as a Nesting Experience Trainer (NET).

Recognized as a “Golden Spoke Champion” in 2019 for consistently exceeding performance metrics. Teller (February 2016-June 2017)

Served as first point of contact for the customers in managing accounts and performing various transactions

Greeted all customers upon arrival and thanked each customer as they left.

Efficiently performed deposits and counter withdrawals as requested.

Referred customers to other bank staff after suggesting other bank products and solutions.

Efficiently counted money and balanced drawers at the end of the day. DOLLAR GENERAL Sumter, SC

Assistant Store Manager August 2017-November 2019

Delivered excellent customer service experience by greeting and assisting each customer.

Addressed customer inquiries and resolved complaints.

Stocked and restocked inventory upon shipment arrivals.

Reorganized sales floor to meet company demands.

Trained and managed 15 or more staff members to deliver outstanding service to all customers.

Opened and closed the store, including counting cash, creating staff assignments and opening and closing cash registers. Sykes (Bank of America) Sumter, SC

Customer Service Agent I June 2017-August 2017

Provided accurate and precise information in response to customer inquiries.

Addressed customer service inquiries and concerns in a timely manner.

Humanized all calls with the customers.

Answered internal and external inquiries. Averaged 60-75 calls monthly. Responded with critical thinking and action conforming to bank policies & procedures.

Trained and mentored new hires.

Addressed and managed customer inquiries and resolved complaints. Verizon Wireless Elgin, SC

Customer Service Advocate/ Escalation Management Support August 2014-February 2016

Managed wide variety of customer service calls to resolve customer issues quickly and efficiently.

Asked open-ended questions to assess customer needs.

Answered internal and external inquiries. Averaged 50-60 calls per day.

Ensured superior customer service experience by resolving customer concerns on the spot, demonstrated empathy and addressed all customer concerns.

Advised customers on purchases and promotions.

Mentored and coached team during times of floor support. SKILLS General Applications Excel (macros, modeling, pivot tables), Word, PowerPoint, Outlook, Project, Visio Store Vision Platform (SVP), HOGAN, PEGA Case Portal LICENSE South Carolina Notary Public (Commission expires March 12, 2031) VOLUNTEER Salvation Army, Holiday gift distribution, 1 years. Goodwill, Donation Drives, 1 years. ACTIVITIES Travel, shopping, cooking and supporting youth

Contact this candidate