SHERYLLE MUSGRAVE
Raleigh
Summary
Dynamic sales and customer service professional with a proven track record at Home Trust Bank, specializing in account management and cross-selling strategies. Demonstrated excellence in leadership and workflow management, significantly enhancing customer relationships while driving substantial sales growth. Proficient in database management, consistently achieving targets through a confident approach to problem-solving and client support. Transitioning into Healthcare IT with a focus on operational efficiency, data integrity, and patient safety, leveraging over five years of experience in regulated financial environments to support complex workflows and compliance requirements.
Overview
15
15
years of professional experience
Work History
Sales and Service Associate III
Home Trust Bank
Cary, NC
10.2021 - Current
- Cultivated comprehensive understanding of clients' financial needs through in-person meetings, calls, and emails.
- Manages relationships within the branch, delivering superior quality service.
- Managed daily teller transactions, ensuring accurate processing of deposits, withdrawals, and payments to enhance customer service.
- Takes and submits applications for personal, car, home equity, and recreational vehicle loans; credit cards (secured and unsecured).
- Serves as the primary contact for new account openings and cross-selling other products and services.
- Support team sales initiatives, facilitating cross-referrals to other business lines
- Adheres to internal controls, operational procedures, and risk management policies.
- Stays up to date on changes in policies and procedures.
- Opens and closes accounts, including but not limited to checking, savings, credit cards, certificates of deposits, loans, and lines of credit.
- Achieved enhanced client satisfaction by implementing AML/BSA measures that protected against fraud. Resolved client complaints through strategic collaboration with departments, ensuring timely and effective resolutions.
- Supported regulated financial systems while ensuring compliance with federal and institutional policies related to privacy, documentation, and transaction accuracy.
- Troubleshot account, system access, and workflow issues across multiple platforms, escalating technical concerns when needed and ensuring timely resolution.
- Partnered with internal departments to improve operational workflows, reduce errors, and enhance service efficiency.
- Maintained strict adherence to data integrity, security, and confidentiality standards when handling sensitive customer information.
- Educated customers on digital banking platforms, improving adoption and usability through hands-on system support.
- Consistently met performance benchmarks while managing high-volume workloads in a fast-paced, compliance-driven environment.
Associate
Carolina Finance
Kinston, NC
12.2018 - 10.2021
- Managed customer interactions and payment collection for vehicle financing agreements.
- Achieved monthly sales quotas to secure performance bonuses.
- Setting up new accounts and providing customer service for new clients
- Answering calls taking messages and maintaining files
- Communicate with managers to coordinate schedules
- Prepare essential documentation, including memos, reports, and other forms of communication
- Handle human resource duties, including managing personnel databases and payroll
- Act as the organizational receptionist and receive calls and guests
- Answer and respond to organization emails and phone calls, and forward communications to appropriate parties as necessary
- Maintains and organizes meeting schedules
- Regularly check and maintain record of necessary office supplies
- Communicate regularly with staff to help procure needed items
Acceptance Now
Greenville, NC
04.2017 - 12.2018
- Provide premier customer service to all customers to ensure all their customer needs have been addressed in a timely manner
- Close sales cycle by converting referred customers to rent-to-own agreements
- Educate referred customers on price options, features, and/or benefits of lease agreement
- Complete appropriate paperwork to ensure customer receives merchandise and partnership store receives payment
- Account Management:
- Review expired accounts and communicate with customers to promote timely payments
- Maintain accurate records of past due account activity
Wells Fargo
Greensboro, NC
02.2014 - 05.2016
- Responsible for maintaining and balancing a teller cash drawer
- Ensures all teller reports and logs are completed with all the required information
- Enters customer transactions into the teller system to record transactions and issues a validated receipt upon request
- Receives checks and cash for deposit verifies amount, examines for endorsement and negotiability
- Cashes checks, savings withdrawals, and redeem bonds upon verification of negotiability, identification, signatures, and account balances
- Processes deposits from courier bags, night depository, and from the mail in accordance with bank policy and procedures
- Processes loan payments
- Issues official checks and sells gift cards in accordance with bank policy and procedures
- Identifies referral opportunities and makes appropriate referrals
- Transfers funds from one account to another
- Place holds on accounts in accordance with bank policy and compliance regulations
- Collects and enters information required to complete a Currency Transaction Report and Monetary Instrument Log when necessary
- Scans teller work for overnight posting to customer accounts
- Balances and replenishes the ATM Machine
- Accepts and prepares stop payment requests
- Admits customers into safe deposit box in accordance with bank policy and procedures
- Basic knowledge of bank products and services to answer customer inquiries
- Online banking password resets
- Prepares documentation for wire transfer request within assigned limits
- Researches and resolves account posting errors
- Order customer checks upon request
- Provides back-up for Lead Teller duties when required
Conduent
Cary, NC
09.2013
- Receive, document and resolve customer inquiries by using established best practices Build lasting relationships with Humana's customers Educate customers/members about Humana's products and services over the telephone Comply with HIPPA and CMS regulations Schedule medical appointments
- And transportation for patients and/or care givers when needed
- Explains pending and or denied medical claims and benefits
Food Lion
01.2011 - 01.2013
- Ensures Bloom standards of customer service are met
- - Ensures all store office functions are completed correctly and on time
- - Maintains current knowledge of office procedures and policies relating to:
- Cash reports
- Register checkups
- Deposits
- Check Cashing
- Assists in training of Office Assistants
- Operates Guest Services when the Guest Service Associate is on break or lunch
- - Assists in maintaining adequate Front-End security to control cash, shrink, and dishonesty
- - Assists in maintenance and cleanliness of Front-End and related equipment
- - Performs the Cashier and Bagger duties as needed
- - Finds more efficient ways to do the job and seeks to reduce costs and improve labor productivity
- - Responsible for the observation and correction of all unsafe conditions that could cause associate or guest accidents
Education
High school diploma -
Southern Wayne High School
06-2010
Skills
- Sales
- Account management
- Cashiering
- Database management
- Customer support
- Cross-Selling and Upselling
- Returns and refunds
- Leadership
- Workflow Management
- Customer Relationship Management
- Sales experience
- Service Recommendations
- Healthcare IT Foundations
- Workflow Analysis
- Systems Support
- Compliance & Documentation
HIPAA Readiness - Troubleshooting & Issue Resolution
- Cross-Functional Collaboration
Process Improvement - Data Accuracy & Integrity User Training & Support
Regulatory Compliance - Customer Experience Optimization
Timeline
Sales and Service Associate III
Home Trust Bank
10.2021 - Current
Associate
Carolina Finance
12.2018 - 10.2021
Acceptance Now
04.2017 - 12.2018
Wells Fargo
02.2014 - 05.2016
Conduent
09.2013
Food Lion
01.2011 - 01.2013
High school diploma -
Southern Wayne High School