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Skills

  • Staff education and training
  • Customer account management
  • Automatic payment reminder system development
  • Money handling abilities
  • Strategic sales knowledge
  • Retail store support
  • Banking product knowledge
  • Shipping procedures understanding
  • Multi-line phone talent
  • Receiving support

Work Experiences

  • Kept the standard and system areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Handled over 3 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Facilitated program orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Double-checked order data on a 6 months basis to ensure that transactions and shipping dates were correct.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.

Summaries

  • Customer Contact Center Personal Banker with 10 years of successful budget management and cross-functional collaboration experience.
  • Hardworking Customer Contact Center Personal Banker with 15 years of telecommuting experience meeting customer needs.
  • Within Banking and Financial Services, senior Customer Contact Center Personal Banker and outstanding performer in vendor management and workflow optimization.
  • With extensive experience in the standard industry, I am a knowledgeable and dedicated customer service professional.
  • Dedicated to learning, growing, and succeeding in Banking and Financial Services.
  • Bring extensive high-call volume experience working with category consumers spanning 15 years.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Strengths in strategic planning and data analysis backed up by Banking and Financial Services training.
  • Customer Contact Center Personal Banker proactive with experience in providing support and resolving customer complaints.

Accomplishments

  • Played a key role in the rollout of a new banking product, contributing to a 20% increase in product adoption within the first 14 months.
  • Led the initiative to digitize loan application processing, reducing approval time by 6 days, and increasing customer satisfaction by 85%.
  • Provided personalized customer service by identifying individual financial goals, leading to an average increase of 49% in consumer wallet share.
  • Processed customer complaints and inquiries related to transaction errors, successfully resolving issues in under 18 hours on average.
  • Partnered with the credit and collections departments to establish recovery strategies, successfully assisting in the recuperation of over $13 in outstanding accounts.
  • Improved first-call resolution rate by 20% through careful troubleshooting of customer issues, successfully reducing call handle times.
  • Volunteered to lead an effort to create customer service scripts, exceeding performance targets and raising service scores by 15% over 8 months.
  • Collaborated with team of 13 in the development of process.
  • Supported the onboarding of SAP for better workflow automation, reducing manual errors in transaction processing by 19%.
  • Successfully maintained a first-call resolution rate of over 22%, reducing the number of escalated cases within the customer service department.

Affiliations

  • Institute of Certified Bankers (ICB)
  • Toastmasters
  • Rotary International
  • Financial Planning Association (FPA)
  • Information Systems Audit and Control Association (ISACA)
  • Society for Human Resource Management (SHRM), Customer Service Certification
  • National Foundation for Credit Counseling (NFCC)
  • Association of Consumer Servicing Professionals (ACSP)
  • International Association for Conflict Management (IACM)
  • The Society for Financial Awareness (SOFA)

Certifications

  • Certified Ethical Banking Professional (CEBP)
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Personal Banker (CPB)
  • Chartered Financial Consultant (ChFC)
  • First Aid/CPR Certified
  • Project Management Professional (PMP)
  • Certified Public Accountant (CPA)
  • Certified Business Analysis Professional (CBAP)
  • Series 6 - Investment Company Products/Variable Contracts Representative Exam
  • Advanced Certificate in Operational Risk Management

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