Customer Service Continuous Improvement
Resume:
Stacey Lorde
Ruskin, FL *****
************@*****.***
Professional Summary
Accomplished management professional with over 10 years of experience leading diverse teams and delegating tasks across multiple departments. Proven ability to mentor and develop staff by implementing innovative training techniques that drive performance. Expertise in customer service management, with a focus on optimizing processes, enhancing team collaboration, and delivering high- quality service experiences. Adept at fostering a culture of continuous improvement and achieving business goals.
Authorized to work in the US for any employer
Work Experience
Retention Specialist
Spectrum-Riverview, FL
October 2020 to Present
• Training team and mentor, supervisor in training program
• Assisting with new hire training .
• Providing guidance to Classes of 20 to 30 new associates providing direct training, coaching and scheduling.
• Payment Processing
• Tailoring cable packages based on customer Interaction
• Making outbound calls and sending emails based on customers individual needs
• Applying credit when needed
Retirement Specialist
JPMorgan Chase & Co-Tampa, FL
January 2015 to October 2020
• Perform quality control to ensure proper processing and avoid information breaches
• Responsible for reviewing and assigning client documents for processing
• Consistently achieve processing targets
• Collaborate and work closely with multiple departments
• Fulfilling requests from the call center to send documents to clients prepare letters and documents requested and mail out to clients.
• Working with Bankers Via email on escalated Items to ensure customers was credited for the correct amount in their account and debited for the correct amount in taxes via state law requirements. Investment specialist
Citibank-Tampa, FL
March 2014 to January 2015
Adecco Staffing Agency
Placed on assignment with Citibank
• Work closely with delinquent accounts to settle or offer client alternative solutions to bring accounts up to date
• Perform skip tracing on accounts to attempt to work with clients to resolve all outstanding balances while updating contact information
• Work closely with customer service agents to research and resolve outstanding account issues in a timely manner
• Worked closely with team members to review processing steps seeking out ways to improve the overall team results and streamline processes
Compliance Specialist
Bank of America-Tampa, FL
August 2012 to March 2014
• Audit Mortgage documentation utilizing E doc's, LPS and URS systems ensuring all required documents have been received before the file can be either closed or moved to the next step in the mortgage process
• Work closely with the Compliance and Audit colleagues to ensure 100% of processing are endorsed with no exceptions
• Work closely on audit engagements to ensure everyone within the department has followed all processes and procedures with no exceptions
• Monitor key risk indicators escalating all issues as needed for additional review and resolution Team lead Remittance/Processing
JPMorgan Chase & Co-Brooklyn, NY
January 2006 to June 2012
• Process high volume of incoming remittance information on a number of clients, reviewing specific processing instructions within a strict timeline with zero errors
• Crossed trained on various functions of the remittance processing workflow in order to provide work flow support to ensure the team achieve daily production goals and objectives
• Work closely with new team members to providing mentoring and respond to all processing questions.
• Over seeing teams of up to 50 associates
• Scheduling breaks and lunch to ensure proper staffing
• Set team goals and expectations to ensure on time deliverables . Food and Beverage Manager
McDonald’s-Brooklyn, NY
January 2000 to March 2006
• Supervise the preparation and serving of food and beverages to maintain McDonald’s quality standards.
• Ensure compliance with health, safety, and hygiene regulations.
• Oversee inventory management, including ordering, storage, and waste reduction.
• Staff Supervision and Training
• Recruit, train, and develop team members to uphold company standards.
• Schedule and manage staff shifts to ensure smooth operations.
• Motivate employees to deliver excellent customer service
• Promote a welcoming and friendly dining environment
• Monitor food and beverage costs to achieve profitability targets.
• Assist in budgeting and forecasting for food and beverage operations.L
• Conduct regular checks on food quality, service speed, and cleanliness.
• Ensure adherence to McDonald’s corporate policies and procedures.
• Coordinate with the marketing team to implement promotional activities.
• Identify opportunities to boost sales, such as introducing new menu items. Education
High school or equivalent
Skills
• Customer Service
• Documentation review
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