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Skills

  • Problem resolution
  • Customer Relationship Management (CRM) Software Proficiency
  • First Aid/CPR
  • Cross-departmental communication
  • Peer training and mentorship
  • Business operations
  • Banking compliance and regulatory knowledge
  • Cross-selling and upselling techniques
  • Budgets
  • Financial product knowledge (e.g., loans, credit cards, savings)

Work Experiences

  • Decreased average call handling time by 42%.
  • Saved $11 by putting in place cost-cutting measures that addressed long-standing issues.
  • Achieved improvement over 14 months.
  • Assisted customers in identifying discrepancies.
  • Achieved this over 5 quarters.
  • Assisted customers in identifying and addressing discrepancies in their accounts, recovering incorrect charges totaling $18.
  • Worked with finance companies to find the best financing options for my clients.
  • Addressed balances and unauthorized transfers.
  • Collaborated with branch teams across Boston.
  • Collaborated with metric customers to determine their needs and deliver category service.

Summaries

  • Certified in advanced customer relationship management tools.
  • Streamlining program processes for better support and framework work has been proven to work.
  • Achieved Excellence Award for exceptional compliance.
  • Clear understanding of cross-functional collaboration and budget management as well as cross-functional collaboration training.
  • Achieved President's Club for maintaining exceptional compliance while contributing to a 64% increase in team efficiency through proactive mentoring.
  • Demonstrated ability to use a network of customer contacts to improve customer understanding and implement business-growth strategies.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Recognized on a regular basis for outstanding performance and contributions to the Banking and Financial Services industry's success.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved an impressive 25% increase in customer satisfaction by developing personalized banking solutions and offering seamless support at every touchpoint.

Accomplishments

  • Implemented an automated call-routing system resulting in a 32% reduction in call transfer frequency and improved overall customer experience.
  • Exclusively handled VIP client calls, reducing churn rate by 55% and driving increased repeat engagements.
  • Provided over-the-phone banking support that resulted in a 32% annual increase in Net Promoter Score (NPS).
  • Collaborated with IT to integrate support ticketing systems with customer banking profiles, reducing resolution time on service requests by 37%.
  • Managed high-volume queues via automated call-routing systems, improving service throughput by 79% over 3 months.
  • Supported the launch of framework, leading to a 78% increase in consumer engagement and adoption within 6 months.
  • Facilitated personalized financial consultations resulting in an average 45% improvement in customer satisfaction scores over 2 months.
  • Utilized CRM systems to maintain and update client interaction records with 77% accuracy, enhancing data-driven decision-making for the team.
  • Led training sessions for newly introduced digital banking services, leading to a 7% increase in employee proficiency within one year.
  • Devised and implemented a customer follow-up system, achieving a 42% increase in customer retention for banking services.

Affiliations

  • American Marketing Association
  • Independent Community Bankers of America (ICBA)
  • Freemason
  • National Retail Federation’s Customer Experience Council
  • American Society of Safety Professionals
  • Society of Financial Examiners (SOFE)
  • Association of Information Technology Professionals
  • International Association of Administrative Professionals
  • Lions Club
  • American Bankers Association's Compliance Network

Certifications

  • CompTIA Network+
  • Certified Financial Services Associate (FSA) – American Bankers Association
  • Certified Fraud Examiner (CFE) – Association of Certified Fraud Examiners (ACFE)
  • Certified Financial Crimes Specialist (CFCS) - Association of Certified Financial Crime Specialists
  • Banking Customer Service Management Certification – Meridian
  • Accredited Customer Support Specialist (ACSS) – metric
  • ServSafe
  • CRM Specialist Certification – HubSpot Academy
  • Certified Customer Experience Professional (CCXP) - Customer Experience Professionals Association
  • CompTIA A+ Technician

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