Customer Service Manager

KELLY S. EVERHART

Greensboro, NC ***** 336-***-****

*****************@*****.*** www.linkedin.com/in/kelly-everhart-aap-a06327151 CUSTOMER SERVICE MANAGER

Customer-focused leader with extensive experience in building high-performing teams and improving customer satisfaction scores through process improvements and team development. Experience in managing teams both stateside and overseas with key performance indicators, performance objectives and managing quality assurance.

KEY SKILLS

Microsoft Word Excel Access Adobe PowerPoint Jira Pivot tables Teams Hogan Mobius Outlook Zoom Skype Leadership Management Project Management Automation Customer Engagement Coaching and mentoring Community Outreach Volunteering Team engagement Scheduling and Training PROFESSIONAL EXPERIENCE

Wells Fargo Sept 2006 - Jan 2025

Customer Service Manager-ACH Received Services (2015-2025)

● Managed a staff both stateside, and in India and Manila, in ACH Received Processing: including hiring, coaching, and counseling, performance management and salary administration.

● Trained staff on ACH returns, fraud processing, written statements of unauthorized debits, letters of indemnity, late claims, trace requests and taking customer service calls in a call center environment.

● Developed and motivated department personnel, individually and as a team, to achieve maximum productivity by coordinating monthly one on ones and monthly meetings to discuss performance objectives and recognize high performers.

● Regularly ran reporting to evaluate key performance objectives against departmental goals to ensure monthly targets were being consistently achieved and all service levels agreements were being met for all internal partners.

● Promoted a team environment by encouraging open discussion, effectively listening and negotiating and sharing information.

● Assumed an involved, proactive, positive approach to problem resolution, production improvements and change management.

● Directly handled all escalated calls and issues and effectively dealt with customer issues through resolution.

● Acted as the subject matter expert for several automation projects transitioning work from manual to semi automated such as Fraud Filter build and DD$ to create efficiencies in the workplace.

● Acted as an escalation point for complex investigations and provided timely follow-up to ensure client satisfaction.

● Collaborated with leadership teams in AZ and MN to support daily workflow plans and ongoing tactical and strategic plans.

● Developed and managed the unit budget, including expense management, productivity goals, variance explanations and FTE analysis.

● Participated in and helped the RAU achieve a passing score in the 2023 and 2024 RCSA (Risk and Control Self-Assessment) for ACH.

● Created and reviewed all training material and was responsible for creating procedures and for updating any procedural changes necessary in the business.

● Initiated monthly community service projects to increase team morale and provide community engagement including volunteering at the local food banks, making hats and scarves for middle schools, blankets for law enforcement, and making mats for our homeless community. Store Manager, Greensboro, NC (2011-2015)

● Coached bankers, private bankers and a service manager in sales, service, compliance, and operational aspects of retail banking.

● Scheduled daily tasks and managed all operational aspects of the retail store dealing with vaults, ATMS, key binders, retention, marketing, signage, compliance and audits.

● Proficient on Wells Fargo operating systems such as SVT, SVP, Hogan, minding the store, store portal and community banking gateway.

● Held daily huddles around sales, service, and operations in order to build team engagement and increase sales in the branch.

● Served as a Service Committee member for Greensboro, which entailed store visits and feedback on improving service scores.

● Received an acceptable on 2013 SOCR after only being in the store 1 month. Increased 2012’s SOCR score from conditional to 93% on the 2013 SOCR. Successfully implemented the safe deposit box capture process which required reviewing and preparing 800 rented boxes at the store. Successfully implemented Security Control online for records retention and the conversion of the key binder.

● In compliance with the S.A.F.E Mortgage Licensing Act of 2008 along with all other Wells Fargo policies and procedures

● Proficient in making outbound service signal calls and sales calls.

● Knowledgeable in utilizing procedure support to make sure the branch follows proper policy and procedure.

● Received an acceptable 2012 SOCR. Increased 2012’s SOCR score by 7% on the 2013 SOCR. Wachovia/Wells Fargo, Greensboro, NC

Service Manager (2009-2012)

● Coached 8 to 10 tellers in sales, service, and operational aspects of retail banking including cash handling, vaults, retention, ATM, key binders, compliance and audits.

● Resource used for Click 2 Staff presentation for all Greensboro team members.

● Readiness Captain for Wells Fargo Conversion at the Friendly Center in Greensboro.

● Oversaw the Friendly center store through the conversion process from Wachovia to Wells Fargo. This included six months of prep work, organization, teller and banker training along with personal training.

● Passed the 2011 SOCR with a high acceptable with only 2 exceptions.

● Coached an underperforming lead teller to become a service manager in two months.

● Proficient in making outbound service signal calls to customers to ensure satisfaction with customer service.

● Assisted the Market Support Consultant in weekly operation call recap emails to ensure compliance consistency amongst all Greensboro financial branches was being met.

● Participated in the Triad Advisory Board calls.

EDUCATION

Bachelor of Arts

Greensboro College, Greensboro, NC

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