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Skills

  • Transaction processing
  • Communications
  • First Aid/CPR
  • Data entry accuracy
  • Regulatory compliance
  • Salesforce expertise
  • MS Office
  • Operational improvement
  • Process improvement
  • Customer service

Work Experiences

  • Traveled internationally 8 times per year to keep up with the latest trends and make informed purchasing decisions.
  • Boosted new client acquisition by 21%.
  • Collaborated with metric customers to determine their needs and deliver system service.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Achieved zero infractions.
  • Conducted targeted customer outreach.
  • Contributed to $18 in additional revenue.
  • Conducted proactive client outreach.
  • Awarded in 2020.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.

Summaries

  • Achieved success in cross-sales.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Within Customer Service, senior Retail Banking Associate and outstanding performer in quality assurance and stakeholder engagement.
  • Client-focused Retail Banking Associate proficient in customer relationship management and personalized financial advice, successfully preventing 4 loan defaults during initiative crisis and maintaining 51% retention.
  • Achieved top NPS scores for 2022.
  • Accomplished this within 6 months.
  • Adept at handling challenging client interactions.
  • Strengths in performance reporting and risk assessment backed up by Customer Service training.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Boosted financial product renewal rates within one year.

Accomplishments

  • Proactively contacted clients with upcoming contract renewals, resulting in 61% retention of key clients for reinvestment products.
  • Achieved 46% customer satisfaction score year-over-year by providing personalized financial advice and support.
  • Collaborated with wealth management team to provide tailored investment portfolio recommendations, increasing sales by 20%.
  • Assisted clients in navigating online banking features, increasing platform adoption rates to 21% within several months.
  • Managed daily operations of the branch's ATM servicing, reducing machine downtime by 32%.
  • Recognized for exemplary performance in 2020, awarded 'Employee of the Month' for resolving 15 complex inquiries.
  • Maintained comprehensive knowledge of banking products and regulations, consistently meeting compliance audit standards.
  • Assisted in successfully growing branch deposit volume by 79% through structured sales efforts and community outreach.
  • Collaborated with team of 10 in the development of procedure.
  • Reviewed and approved consumer and small business loan applications, successfully increasing approval rates by 74%

Affiliations

  • Project Management Institute
  • Society of Human Resource Management
  • Risk Management Association (RMA)
  • National Retail Federation (NRF)
  • Society for Human Resource Management (SHRM) - Retail Division
  • International Association of Privacy Professionals (IAPP)
  • Rotary International
  • Freemason
  • Association for Financial Professionals (AFP)
  • Credit Union National Association (CUNA)

Certifications

  • Certificate in Commercial Lending from Ironclad Systems
  • Certified Public Accountant (CPA)
  • Certificate in Mortgage Lending Practices
  • First Aid/CPR Certified
  • Project Management Professional (PMP)
  • CompTIA Network+
  • Cisco Certified Network Associate (CCNA)
  • Certified Financial Planning & Analysis (CFPA)
  • Series 6 Certification from FINRA
  • Certified Financial Services Security Professional (CFSSP)

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