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Skills

  • Financial Advisory Services
  • Training development aptitude
  • Customer retention strategies
  • CRM
  • Account management
  • Retail store support
  • Escalation management
  • International sales support
  • POS systems expert
  • Professional telephone demeanor

Work Experiences

  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • In the top 11% of employees for successful optimized.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Ensure that customers and internal departments are properly communicated with.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Entered customer interaction details into Salesforce to track requests, document problems, and record solutions offered.
  • Kept the standard and system areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.

Summaries

  • Customer Contact Center Personal Banker with 10 years of successful budget management and cross-functional collaboration experience.
  • Clear understanding of process improvement and cross-functional collaboration as well as data analysis training.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • ServiceNow expert with 18 years of experience in related roles.
  • Service-oriented team player with a track record of providing high-quality support in the Banking and Financial Services for 15 years.
  • Worker with a strong understanding of standard organization and system product issues.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Motivated to keep customers happy and contribute to the company's success.
  • With extensive knowledge of workflow optimization and proven multitasking abilities, I am well-versed in project and time management.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the program business.

Accomplishments

  • Led the initiative to digitize loan application processing, reducing approval time by 6 days, and increasing customer satisfaction by 85%.
  • Improved first-call resolution rate by 20% through careful troubleshooting of customer issues, successfully reducing call handle times.
  • Analyzed risk-related reports to successfully detect patterns of fraud within our customer base, protecting assets worth over $4.
  • Facilitated a new team training on first-call resolution strategies, leading to a 49% drop in the number of repeat customer contacts.
  • Coordinated with cross-functional teams to implement new wire transfer software, improving the efficiency of financial transactions by 28%.
  • Processed over 10 wire transfers monthly with 81% accuracy and an average completion time of 8 minutes, adhering to strict regulatory guidelines.
  • Volunteered to lead an effort to create customer service scripts, exceeding performance targets and raising service scores by 15% over 8 months.
  • 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.
  • Suggested process improvements based on call metrics analysis, significantly reducing customer wait times by 19% and increasing overall operational efficiency.
  • Recommended tailored financial solutions to customers, contributing to a 48% increase in cross-sell rates for banking products.

Affiliations

  • Jaycees
  • Financial Planning Association (FPA)
  • Call Center Management Association (CCMA)
  • Society for Human Resource Management (SHRM), Customer Service Certification
  • National Association for Business Economics (NABE)
  • Association of Consumer Servicing Professionals (ACSP)
  • Credit Union National Association (CUNA)
  • American Society of Safety Professionals
  • National Retail Federation (NRF)
  • Association for Computing Machinery

Certifications

  • Certified Payment Professional (CPP)
  • Project Management Professional (PMP)
  • Leadership in Financial Services Program (LFSP)
  • Cisco Certified Internetwork Expert (CCIE)
  • ServSafe
  • Chartered Financial Consultant (ChFC)
  • Certified Retail Banking Specialist (CRBS)
  • Anti-Money Laundering Certified Associate (AMLCA)
  • Certified Public Accountant
  • Certified Anti-Money Laundering Specialist (CAMS)

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