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Skills

  • First Aid/CPR
  • MS Office proficiency
  • Multi-line phone talent
  • Route dispatch
  • Supervision
  • Money handling abilities
  • Front desk operations
  • Credit card processing
  • Sale expertise
  • Problem resolution

Work Experiences

  • Recommendation
  • Developed a solid understanding of the estate and tax codes through continued research and training.
  • Assisted customers by efficiently managing 5 calls per day while maintaining professionalism and a positive tone.
  • Kept track of everything.
  • Went to safety training meetings to learn how to deal with medical and fire emergencies.
  • Completed customer transactions and sought out opportunities to cross-sell products and services.
  • Identified
  • Was in charge of processing treasury, tax, and loan payments.
  • Had planned ahead.
  • Assessed the viability of funding sources and destinations in order to detect fraud ahead of time.

Summaries

  • Motivated individual.
  • Resourceful
  • Within Banking and Financial Services, senior Phone Banker and outstanding performer in data analysis and cross-functional collaboration.
  • Deadline-driven
  • Pragmatic
  • Ambitious
  • Proven sales and customer service skills in a proactive and upbeat Phone Banker.
  • Flexible
  • Excellent at meeting and exceeding one year objectives.
  • Aggressive investment banker with a track record of closing deals and bringing in new clients.

Accomplishments

  • Increased sales 9% over the past year.
  • Reduced average call handling time by 8 seconds while maintaining high customer satisfaction scores and quality control standards.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Facilitated framework by implementing method.
  • Collaborated with team of 6 in the development of process.
  • Achieved ITIL to further improve skills in handling financial transactions and compliance monitoring.
  • Developed enhanced workflows for tracking customer follow-ups that reduced repeat call-backs by 39%, improving client satisfaction.
  • Contributed to branch customer retention through effective conflict resolution and complaint-handling strategies, leading to a retention rate increase of 69% over the past year.
  • Handled large inbound and outbound call volumes while maintaining 18% personal quality assurance rating in all monitored calls.
  • Achieved 68% on quarterly performance metrics for customer satisfaction and speed of service.

Affiliations

  • Accredited Banking Professional Certification Program
  • Certified Consumer Loan Specialist Program
  • Toastmasters
  • Call Center Industry Advisory Council (CIAC)
  • Bank Call Center Leadership Group
  • American Society of Safety Professionals
  • Society of Women Engineers
  • American Marketing Association
  • Client Services Professional Certification from metric
  • National Credit Union Administration (NCUA)

Certifications

  • Certified Banking & Credit Analyst (CBCA)
  • Certified Personal Banker (CPB) by the Institute of Banking and Finance
  • Google Certified Professional Cloud Architect
  • Certified Financial Services Security Professional (CFSSP)
  • Microsoft Certified Systems Engineer (MCSE)
  • CompTIA A+ Technician
  • First Aid/CPR Certified
  • Financial Services Certified Professional (FSCP)
  • Certified Customer Service Professional (CCSP)
  • SHRM Senior Certified Professional (SHRM-SCP)

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