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Skills

  • Regulatory compliance
  • High-net-worth client servicing
  • KPI achievement and reporting
  • Process improvement
  • Inbound and Outbound Call Management
  • First Aid/CPR
  • Coaching and development of junior staff
  • Team management
  • Problem resolution
  • Personalized banking solutions delivery

Work Experiences

  • Solved metric issues, improved operations, and provided excellent customer service.
  • Conducted client needs assessments.
  • Consistently met seasonal sales and service benchmarks, contributing $5 revenue uplift in 2020.
  • Analyzed customer call patterns.
  • Looked for industry trends on social media and through online sources.
  • Assisted in developing specialized banking solutions that resulted in a 62% improvement in customer retention.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Collaborated with initiative customers to determine their needs and deliver method service.
  • Achieved monthly account-opening targets.
  • Assisted in developing specialized banking solutions.

Summaries

  • Background in advanced fraud detection.
  • Achieved a 83% gain in productivity.
  • Addressed specific client needs.
  • Premier Phone Banker is a successful Premier Phone Banker who is dedicated to assisting small businesses in achieving financial success.
  • Recognized on a regular basis for outstanding performance and contributions to the Banking and Financial Services industry's success.
  • Accomplished Premier Phone Banker committed to helping small businesses achieve financial success. Expertise in market analysis, investment strategy and portfolio management. Detail-oriented and tech-savvy professional proficient in Workday and Adobe Creative Suite.
  • Ability to boost operational efficiencies by streamlining workflow processes, resulting in a 42% gain in productivity within 2024.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Costs were consistently reduced while profits were increased.
  • Communicates complex banking processes in easy-to-understand language, leading to a reduction in follow-up queries by 39% and increasing first-call resolution rates.

Accomplishments

  • Played a key role in identifying and resolving fraudulent transaction reports, contributing to a 24% reduction in overall fraud cases reported.
  • Successfully mentored new phone bankers on fraud prevention measures, improving rookie agent performance and bringing fraud case escalation down by 46%.
  • Successfully guided 10 clients through account transition processes, ensuring full compliance with local financial regulations and improving retention rates.
  • Reduced average call handling time by 51% through strategic application of CRM tool QuickBooks, improving efficiency without compromising service quality.
  • Played a leadership role in piloting a new fraud prevention system, significantly reducing unauthorized transaction incidents within 12 months.
  • Helped develop a new customer feedback loop, which captured 62% more insights, leading to improved service protocols and overall satisfaction.
  • Consistently achieved 44% customer satisfaction rating over 2019, ranking within the top 8 in the Austin region.
  • Resolved high-priority escalated complaints by coordinating cross-department efforts, cutting issue resolution time by 46%.
  • Utilized program to analyze and optimize customer interaction data, resulting in a 50% increase in agent productivity and shorter service resolution times.
  • Resolved escalated cardholder disputes with 53% reduced resolution times, applying detailed knowledge of financial products such as HubSpot.

Affiliations

  • American Society of Safety Professionals
  • Contact Center Network Group
  • International Association of Administrative Professionals
  • Leadership Development Program in Customer Success
  • Financial Services Roundtable (FSR)
  • International Institute of Business Analysis (IIBA)
  • Association for Supply Chain Management (APICS)
  • Project Management Institute (PMI) Membership
  • Rotary International
  • Bachelor of Science in Finance from initiative

Certifications

  • Certified Banking Services Associate (CBSA)
  • Certified Customer Retention Specialist (CCRS)
  • Client Engagement Best Practices Certification - Lakeside Partners
  • Microsoft Certified Systems Engineer (MCSE)
  • Project Management Professional (PMP)
  • Anti-Money Laundering Certification (AML) 2017
  • Bank Secrecy Act (BSA) Compliance Certification
  • Customer Retention Strategy Certification - metric
  • Certified Financial Services Professional (CFSP)
  • Time Management and Productivity Certification Meridian 2019

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