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Skills

  • Complaint resolution
  • Strategic sales knowledge
  • Process optimization
  • Digital Transformation Initiatives
  • Account reconciliation
  • Data entry
  • Cross-functional team collaboration
  • Retail materials management
  • Recordkeeping strengths
  • Client relationship management

Work Experiences

  • Processed 4 invoices and mailed documentation to clients each the past year.
  • Was quick to respond to potential customers' questions and requests.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Contributed to $10 in annual store sales per several months.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Acquired 7 new customers, resulting in 15% revenue for the team.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • In the top 2% of employees for successful automated.

Summaries

  • With extensive experience in the system industry, I am a knowledgeable and dedicated customer service professional.
  • Online Banking Specialist with 17 years of successful project management and stakeholder engagement experience.
  • Customer Service Representative with 12 years of retail experience in fast-paced, team-oriented environments.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate program systems is one of my specialties.
  • Fluent in French. Personable and professional communicator.
  • Customer service specialist with over 11 years of experience resolving account and service issues for Banking and Financial Services clients.
  • Asana and program techniques have been taught to me.
  • Dedicated to meeting and exceeding procedure objectives through effective communication and process abilities.
  • Costs were consistently reduced while profits were increased.
  • Clear understanding of project management and client relations as well as team leadership training.

Accomplishments

  • Optimized mobile app advertisement campaigns to drive engagement, resulting in a 83% increase in overall monthly mobile deposits.
  • Led a cross-department initiative to improve payment gateway uptime, reducing downtime occurrences by 15%.
  • Reduced mobile banking support response time by 55% through streamlined service management processes.
  • Implemented AI-driven chatbots, automating 37% of routine customer service inquiries and improving operational efficiency.
  • Increased online service enrollment by 32% through tailored communication for new and existing mobile app users.
  • Redesigned online banking workflow to increase customer satisfaction by 84%, based on customer experience surveys.
  • Documented and resolved framework which led to metric.
  • Developed and optimized new mobile banking features in collaboration with the development team, boosting app store ratings by standard% in the past year.
  • Assisted in fraud prevention strategies that led to a 67% decrease in security incidents related to online banking transactions.
  • Led migration of 17 corporate customer accounts to an updated mobile platform, achieving zero downtime during the process.

Affiliations

  • Participant in ongoing training from Information Systems Audit and Control Association (ISACA)
  • Global member of the Forum for International Irregular Network Investigators (FIINI)
  • Association of Information Technology Professionals
  • Certified Ethical Hacker (CEH) from EC-Council
  • Lions Club
  • National Association of Social Workers
  • Digital Banking & Financial Technology Association of Denver
  • Jaycees
  • European Financial Management Association (EFMA) affiliation
  • Affiliate of the International Society of Automation’s global Cybersecurity working group

Certifications

  • Lean Six Sigma Green Belt
  • UI/UX Certification for Fintech Platforms Summit Group
  • Certified Banking Compliance Professional (CBCP)
  • Certified Financial Services Security Professional (CFSSP)
  • Anti-Money Laundering Specialist (CAMS)
  • Certified Financial Industry Professional (CFIP)
  • Digital Banking & Payments Certificate Harbor & Co.
  • Certified Cloud Security Professional (CCSP)
  • Certified Information Security Manager (CISM)
  • Google Certified Professional Cloud Architect

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