Sherry Magness
Charleston,SC
Summary
Personable, detail-oriented customer experience professional with over 7 years of live support and operations experience in fast-paced, mission-driven environments. Known for balancing warmth with efficiency, delivering high-impact solutions through clear, empathetic communication. Adept at using systems like Zendesk, Salesforce, and internal knowledge bases to resolve inquiries swiftly. Passionate about mental health accessibility and equity, with a personal commitment to meaningful, purpose-filled service.
Knowledgeable Data Specialist equipped with skills necessary to effectively manage and improve data capture and processing for systems. Highly successful at building and administering databases, automating capture procedures and validating data quality. Expert with in-depth experience using advanced tools and controls.
Overview
7
7
years of professional experience
Work History
Branch Support & Data Specialist
Edward Jones
01.2023 - Current
- Supported clients via phone and internal messaging, resolving account concerns with professionalism and empathy.
- Managed sensitive financial documentation with strict accuracy and confidentiality.
- Liaised with internal departments to troubleshoot system issues and track client outcomes.
- Balanced multiple platforms and high-volume requests while maintaining exceptional response times.
- Reviewed and updated client correspondence files and database information to maintain accurate records.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
- Devised and deployed predictive models using machine learning algorithms to drive business decisions.
- Applied effective time management techniques to meet tight deadlines.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Proven ability to learn quickly and adapt to new situations.
- Averaged 40+ calls a day
Founder, Notary & Financial Educator
Cedar & Sage Group
01.2023 - Current
- Built a community-first business offering notary and financial coaching services.
- Educated clients on debt reduction, budgeting, and rebuilding credit through accessible language.
- Developed digital support tools, intake processes, and referral partnerships.
- Prioritized trust and support for underserved populations.
- Looked for signs of fraud or coercion and refused notarization.
- Checked documents and identifying credentials for all parties.
- Assisted over 30 customers with completing loan applications and other paperwork.
Senior Business Banking Specialist
PNC Bank
05.2018 - 01.2023
- Delivered high-touch service in person and via phone, supporting clients with checking, savings, and lending products.
- Recognized for empathetic listening, especially with vulnerable or frustrated clients.
- Resolved escalated issues quickly and diplomatically using customer-focused resolutions.
- Assisted with online banking troubleshooting, fraud prevention, and secure document handling.
- Cross-sold credit cards, loans and other bank products.
- Monitored and verified suspicious activity on customer accounts.
- Assisted customers with banking needs and inquiries.
- Cross-sold wide range of services and products to increase new business and expand existing customer relationships.
- Helped customers prepare documents required to complete transactions and process requests.
Education
Associate of Science -
TTC
Charleston SCSkills
- Technical support services
- Ticketing Systems
- Operational efficiency enhancement
- Troubleshooting
- Empathetic Communication
- Inclusive Communication
- Workflow Optimization
- High-volume customer support
- Policy Navigation
- Remote Work Tools
- Identifying errors
- Data quality management
- Log book maintenance
- Information verification
Timeline
Branch Support & Data Specialist
Edward Jones
01.2023 - Current
Founder, Notary & Financial Educator
Cedar & Sage Group
01.2023 - Current
Senior Business Banking Specialist
PNC Bank
05.2018 - 01.2023
Associate of Science -
TTC
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