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Skills

  • Fleet dispatching
  • Quality assurance controls
  • Stockroom procedures
  • Business development understanding
  • Direct sales
  • Customer Service regulations knowledge
  • Employee coaching
  • Interpersonal communication
  • In-store support
  • Customer service

Work Experiences

  • Provided Tableau consultations to customers, addressing category concerns.
  • Prepared and sold a diverse range of customized merchandise to both individuals and businesses.
  • Gathered, tracked, and analyzed customer requirements in order to meet delivery deadlines and order fill rates.
  • Exceeded 6 months service goals using customer service, sales, and employee management best practices.
  • Recommended, selected, and assisted in the location of merchandise based on the needs and desires of the customers.
  • Increased productivity by providing CSR performance feedback for corrective action.
  • Collaborated with managers to create service improvement plans.
  • Explained billing procedures to customers, processed payments, and assisted with payment option setup.
  • Followed up on shipping statuses and expedited orders with customers and retail buyers.
  • Shared detailed information about Jira options to assist customers in making decisions.

Summaries

  • Branch Customer Service Officer with 17 years of experience resolving customer complaints and inquiries.
  • Capable Branch Customer Service Officer who understands how to manage procedure routes while providing excellent customer service.
  • Team player who is empathetic and supportive.
  • When dealing with a variety of customer needs in high-volume call center environments, always friendly and professional.
  • Trained in the use of Salesforce and has in-depth knowledge of budget management.
  • Detail-oriented, quick to respond, and adaptable to changing circumstances.
  • To retain clients, I am well-versed in providing helpful answers and relevant information.
  • Standard regulations and procedures are second nature to me.
  • Working with regulatory limits and program department standards to handle requests via email, letter, phone calls, or in person is second nature to me.
  • Professional with a strong understanding of how to solve customer problems efficiently and civilly.

Accomplishments

  • Enhanced branch reporting mechanics, improving operational efficiency by 48% and reducing errors by 7.
  • Recovered 2 in revenue by resolving long-standing account discrepancies through careful reconciliation audits.
  • Executed coordinated retention campaigns for top-tier clients, reducing attrition by 30% in 2015.
  • Trained new hires on compliance policies and system usage, resulting in 46% faster onboarding time.
  • Developed and executed cross-selling campaigns that increased product penetration by 15% across Tableau lines.
  • Reduced operational downtime by 83% through daily transaction reconciliations and process improvements.
  • Reduced customer wait times by 34% through innovative process reengineering and enhanced staff scheduling.
  • Co-developed new service protocols, which improved customer satisfaction survey results by 49%.
  • Delivered comprehensive customer service to 8 clients, resulting in a 27% increase in satisfaction scores.
  • Directed branch adherence to system guidelines, achieving 37% audit success rate improvement within 6 months.

Affiliations

  • Achieved bank teller certification accredited by the Institute of Banking Personnel Selection (IBPS), recognized for meticulous attention to cash-handling procedures.
  • Completed certification in Retail Banking Supervision from the Vantage, focusing on improving branch sales performance and customer satisfaction metrics.
  • Certified Trainer for Customer Engagement and Satisfaction Best Practices through the Customer Service Council of America, enhancing talent in branch operations.
  • Achieved Excellence Award through the International Customer Service Institute for outstanding customer satisfaction and community engagement.
  • Achieved Advanced Branch Customer Experience Certification from the Financial Stability Institute, certifying expertise in fostering optimal customer interactions.
  • Member of the International Association of Professional Financial Consultants (IAPFC), specializing in relationship-building and consultative sales techniques.
  • Participant in the Financial Services Leadership Seminar presented by Vantage to deepen understanding of customer expectations and touchpoint management.
  • Achieved system from the International Institute of Banking to specialize in high-value transaction management and customer-centric sales strategies.
  • Completed the 2022 Professional Leadership Program at the American Management Association to enhance management skills in high-volume financial environments.
  • Certified CRM Specialist through Lakeside Partners, focusing on leveraging CRM tools to enhance customer satisfaction and streamline service delivery.

Certifications

  • Cisco Certified Network Associate (CCNA)
  • SAP Certified Application Associate
  • CompTIA A+ Technician
  • Certified Branch Manager (CBM) - 2021
  • Customer Experience Management Certified Professional (CXMCP)
  • Salesforce
  • Certified Internal Auditor (CIA) - 2024
  • AML and Financial Crime Prevention Certification (AMLFCPC) – Workday
  • Certified Personal Banker (CPB) - 2015
  • American Academy of Financial Management (AAFM)

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