Steve Lepper
Minnetonka
Summary
Dynamic customer service professional with a proven track record at the Federal Reserve Bank of Minneapolis, excelling in service problem-solving and fostering client loyalty. Adept at onboarding and managing complex inquiries, I consistently enhance customer satisfaction and retention through effective communication and collaboration. Proficient in time management, I drive results in fast-paced environments.
Overview
16
16
years of professional experience
Work History
FRFS Customer Support Coordinator 2
Federal Reserve Bank of Minneapolis
06.2014 - 09.2025
- • Provide superior customer service to external and internal customers by independently responding to and resolving routine service requests received via multiple channels.
• Ensure that complex inquiries and issues are escalated to more experienced staff or management as appropriate.
• Contribute to meeting or exceeding department or unit metrics related to accuracy, timeliness and customer satisfaction in processing user security requests.
• Verify accuracy of access requests and associated documentation; conduct due diligence to verify authorization.
• Coordinate with other Reserve Bank operating departments and business lines as appropriate.
• Advise customers regarding the implementation of Federal Reserve products and services.
• Participate in business continuity testing as well as QA or production testing for new software enhancements.
• Maintain a general knowledge and keep abreast of changes to Federal Reserve System applications, tools, databases, products, services, operating procedures and security controls.
• Map user credentials and server certificates; and provision physical devices for access control.
• Monitor inventory and complete daily accounting
Comcast
Customer Accounts Executive - Retention Business Sales
03.2012 - 05.2014
- Uses active listening, empathy and assumes ownership of customer issues through to resolution.
- Communicates a professional sense of urgency, with various departments, in an effort to rectify customer issues.
- Minimizes churn by strategically offering product bundles and price points that meet the needs of the customers' budget and business applications and expands their product mix with Comcast.
- Proactively encourages retention by contacting clients at various high propensity churn points in their life cycle (i.e. 3-6 months prior to contract expiration, after successive service calls etc.) to assure customer satisfaction and to re-contract and extend customer relationships where appropriate.
- Meets or exceeds budgeted retention goals for all product lines.
- Demonstrates strong problem solving and communications skills.
- Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
Assistant Store Manager
Toms Food Pride
02.2010 - 01.2012
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
Education
Bachelor of Arts - Business
Moorhead State University
Moorhead, MNSkills
- Customer service expertise
- Service problem-solving skills
- Customer onboarding
- Proficient in time management
- Workforce planning
- Fostering client loyalty
- Collaborative team development
Timeline
FRFS Customer Support Coordinator 2
Federal Reserve Bank of Minneapolis
06.2014 - 09.2025
Comcast
Customer Accounts Executive - Retention Business Sales
03.2012 - 05.2014
Assistant Store Manager
Toms Food Pride
02.2010 - 01.2012
Bachelor of Arts - Business
Moorhead State University