Pheonna Stubbs

Results-driven operations and customer service leader with 20+ years of experience in banking, financial services, fraud prevention, debt recovery, compliance, and team leadership. Proven success managing teams of up to 80 employees, improving operational performance, reducing risk, and enhancing customer satisfaction. Skilled in coaching, process improvement, and resolving complex customer issues.

Dispatcher - Bessemer Police Department

(2025-01)

• Answer emergency and non-emergency calls and dispatch police, fire, and EMS personnel.
• Monitor radio communications, manage incident data, and perform database checks.
• Oversee jail monitoring systems to support safety and security.

Debt Recovery Analyst - U.S. Department of Treasury, Bureau of the Fiscal Service

(2024-09 - 2025-02)

• Managed debt recovery accounts and evaluated financial hardship cases.
• Reviewed financial records and ensured compliance with federal regulations.
• Applied debt collection policies and recovery procedures.

Vice President, Consumer Lending Card Services - Wells Fargo, N.A.

(2019-11 - 2024-04)

• Led teams of 40–80 employees in customer service and operations.
• Managed escalations, complaints, service levels, and compliance initiatives.
• Supported hiring, coaching, workforce planning, and performance management.

Financial Crimes Specialist II - Wells Fargo, N.A.

(2017-10 - 2019-11)

• Investigated fraud claims and customer disputes.
• Applied Regulation E and NACHA requirements to case decisions.
• Assisted with training and process improvements.

Financial Care Representative Supervisor - T-Mobile USA

(2009-08 - 2016-03)

• Supervised and coached a team of customer service representatives.
• Improved customer satisfaction, retention, and quality performance.

Financial Care Representative II - T-Mobile USA

(2008-05 - 2009-08)

• Negotiated payment arrangements and resolved account issues.
• Consistently met customer service and productivity goals.

Bachelor of Arts - Political Science - Miles College