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Skills

  • Business operations
  • Mentorship and Team Training
  • Personalized banking solutions delivery
  • Customer relationship management (CRM) systems
  • Process improvement
  • Operational efficiency optimization
  • Organization
  • Negotiation and persuasion skills
  • Banking solutions customization
  • Budgets

Work Experiences

  • Oversaw the delivery of method project by system team, which resulted in metric.
  • Acted as a focal point for VIP customer escalations, achieving a complaint resolution time 37% below the team average.
  • Assisted in developing specialized banking solutions.
  • Automated basic account queries using method software, freeing up 35% of team capacity for more complex customer concerns.
  • Collaborated with the marketing department to conduct client needs assessments, contributing to an President's Club-winning customer feedback initiative.
  • Consistently met seasonal sales benchmarks.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Achieved an upsell rate of 32%.
  • Applied rapport-building techniques to enhance customer interactions.
  • Addressed account management and loan inquiries.

Summaries

  • Financial Service Associate with sales experience and knowledge of how to increase client loyalty.
  • Achieved a 63% improvement in call quality scores.
  • Awarded Outstanding Service Award.
  • Achieved a 46% increase in new account openings.
  • Achieved a 72% improvement in application completion rates by collaborating with product teams to streamline customer processes.
  • Achieved a resolution time decrease of 26%.
  • Demonstrated ability to use a network of customer contacts to improve customer understanding and implement business-growth strategies.
  • Premier Phone Banker with 15 years of successful client relations and cross-functional collaboration experience.
  • Premier Phone Banker is a multi-talented Premier Phone Banker who is consistently rewarded for planning and operational improvements.
  • Recognized on a regular basis for outstanding performance and contributions to the Banking and Financial Services industry's success.

Accomplishments

  • Led the development and integration of a new service protocol that resulted in a 24% reduction in escalated complaints relating to regulatory compliance.
  • Resolved escalated cardholder disputes with 53% reduced resolution times, applying detailed knowledge of financial products such as HubSpot.
  • Consistently achieved 44% customer satisfaction rating over 2019, ranking within the top 8 in the Austin region.
  • Led a targeted retention campaign that prevented $148,000 in account closures over a 16-month period.
  • Utilized program to analyze and optimize customer interaction data, resulting in a 50% increase in agent productivity and shorter service resolution times.
  • Facilitated successful resolution of complex financial inquiries, reducing escalated complaints by 70%, enhancing overall customer experience.
  • Utilized Power BI to streamline the tracking of resolution cases, contributing to faster follow-up and closure within 8 days.
  • Trained and supervised 16 new hires in complaint resolution tactics, directly contributing to improved customer satisfaction metrics.
  • Resolved high-priority escalated complaints by coordinating cross-department efforts, cutting issue resolution time by 46%.
  • Played a key role in identifying and resolving fraudulent transaction reports, contributing to a 24% reduction in overall fraud cases reported.

Affiliations

  • Society of Human Resource Management
  • Toastmasters
  • Society for Financial Services Professionals
  • Jaycees
  • Bachelor of Science in Finance from initiative
  • Professional Association for Customer Engagement (PACE)
  • Chartered Banker Institute
  • Mortgage Bankers Association (MBA)
  • Institute of Financial Operations & Leadership (IFOL)
  • Project Management Institute (PMI) Membership

Certifications

  • Time Management and Productivity Certification Meridian 2019
  • Cisco Certified Network Associate (CCNA)
  • Certified Banking Services Associate (CBSA)
  • Certified Customer Retention Specialist (CCRS)
  • Certified Call Center Manager (CCCM)
  • SHRM Certified Professional (SHRM-CP)
  • Licensed Financial Services Representative (LFSR)
  • Certified Financial Services Representative (CFSR)
  • Certified Business Analysis Professional (CBAP)
  • Certified Public Accountant

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