Tammy Been
St Louis
Summary
Dynamic operations manager with a proven track record at U.S. Bank, excelling in customer relationship management and regulatory compliance. Leveraged analytical mindset and communication skills to enhance service delivery and resolve complex issues. Spearheaded process improvements, boosting efficiency by 20%. Adept at fostering team development and driving organizational success through strategic project management.
Overview
24
24
years of professional experience
Work History
Sale Association Jewelry Department
Macy’s Retail Store
01.2021 - Current
- Completed day-to-day duties accurately and efficiently.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
Operations Manager, Advance Customer Solutions
U.S. Bank
St Louis
01.2007 - 01.2025
- Created and implemented an electronic review of processing errors.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Oversaw compliance with regulatory requirements and internal policies.
- Conducted a cross-collaborative meeting with business lines supporting corporate and consumer payments, and their customers, to align best practices and emerging customer trends.
- Monitor and adjust workflow and processes to support Service Advantage, while maintaining a high customer service rating.
- Supported software conversion, and system, equipment, and facility upgrades and enhancements as warranted.
- Hosted a routine monthly check-in with USPS as they transformed their business models and identified downstream and upstream impacts.
- Managed daily operations to ensure efficient workflow and service delivery.
Operations Manager, Adjustments
U.S. Bank
St Louis
01.2002 - 01.2007
- Managed daily operations, ensuring compliance with banking regulations and policies.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Built strong operational teams to meet process and production demands.
- Identified areas of deficiency and performed root-cause analysis to solve problems.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
Education
Bachelor of Business Administration -
Fontbonne University
Skills
- Analytical mindset
- Problem resolution
- Organizational skills
- Communication skills
- Customer service
- Employee management
- Employee development
- Coaching
- Project management
- Change management
- Implementation
- Process improvement
- Regulatory compliance
- Customer relationship management
Key Responsibilities And Duties
- Customer Service for 600 plus corporate customers, with an average monthly processing of 6.5 million items
- Participate and provided critical and time sensitive reporting of compliance reporting, self-auditing, Quarterly SOX/Self-Assessment, internal and external audits
- Conducted cross collaborative meeting with business lines supporting corporate and consumer payments and their customers to align best practices and emerging customer trends
- Monitor and adjust workflow and processes to support Service Advantage while maintaining a high customer service rating
- Supported software conversion and system/equipment/facility upgrades and enhancements as warranted
- Hosted routine monthly check-in with USPS as they transformed their business models and identified downstream/upstream impacts
- Managed multi-shift Photo Retrieval Operations and staff, with a yearly budget of $1.6 MM
- Managed third shift Operations; Transit, Sort Utility & Reconcilement Departments, $4MM budget
Major Accomplishments
- Created and implemented electronic review of processing errors
- Team member on the creation and implementation of Lockbox Client Scorecards providing monthly volume and errors reported to all sides of the business
- Team Member for the installation of new Call Tracking System for National Lockbox
- Responsible for the Adjustments Department contingency plans for disaster recovery preparedness which included updating documentation and drill participation
- Key role in successful implementation of ASI6 System in Photo Retrieval
- Successfully implemented a second shift Photo Retrieval operation, eliminating $100,000 in expense and developed productivity standards which resulted in an overall departmental productivity increase of 25%
Timeline
Sale Association Jewelry Department
Macy’s Retail Store
01.2021 - Current
Operations Manager, Advance Customer Solutions
U.S. Bank
01.2007 - 01.2025
Operations Manager, Adjustments
U.S. Bank
01.2002 - 01.2007
Bachelor of Business Administration -
Fontbonne University