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Skills

  • Customer engagement strategy development
  • Customer upselling techniques
  • Route dispatch
  • Sales expertise
  • Data entry
  • Client relationship management
  • Retail materials management
  • Branch-level budgeting and financial control
  • Recordkeeping strengths
  • Time management and prioritization

Work Experiences

  • Used a POS system to itemize and total the purchases of 7 customers.
  • Handled customer complaints and questions with the utmost professionalism to restore customer satisfaction and maintain loyalty to the branch.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Entered customer interaction details into Asana to track requests, document problems, and record solutions offered.
  • By listening to customers and understanding their needs, I was able to cross-sell products like consumer loans, and I taught staff to follow the same procedures in every interaction.
  • Assisted and cross-trained other customer service managers.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Provided excellent service with remarkable efficiency by expertly overseeing daily branch operations.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.

Summaries

  • Offering 12 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Customer Service Representative with 16 years of retail experience in fast-paced, team-oriented environments.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Qualified Branch Service Officer with 15 years of experience supporting metric company needs in fast-paced customer service and call center environments.
  • Asana and metric techniques have been taught to me.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Excellent communicator with 9 years of experience as a Customer Service Representative in high-volume call centers.
  • Branch Service Officer proactive with experience in providing support and resolving customer complaints.
  • Great phone skills and procedure talents have a proven track record of increasing productivity and customer satisfaction.
  • Under duress, personable and professional.

Accomplishments

  • Developed monthly performance reports using Microsoft Excel to track KPIs, ultimately improving loan processing speed by 63%.
  • Implemented a new audit preparation protocol, resulting in 78% reductions in findings and errors during regulatory audits.
  • Onboarded and coached 11 new employees, fostering a service-first culture and elevating the branch's customer satisfaction score by 36%.
  • Conducted weekly branch performance reviews and presented actionable insights, improving overall workflow efficiency by 26%.
  • Increased branch profitability by 45% through effective upselling of financial products and services.
  • Refined cash handling processes, maintaining a 71% reconciliation accuracy for over $10 in daily transactions.
  • Optimized daily teller processes, reducing cash errors by 65% and decreasing correction times by several months.
  • Reduced loan processing time by 74% through the introduction of a streamlined approval system, boosting customer satisfaction.
  • Orchestrated community engagement initiatives that boosted foot traffic by 38% and positioned the branch as a regional financial literacy leader.
  • Spearheaded branch upgrades in security procedures, reducing risk of fraudulent transactions by 29%.

Affiliations

  • Certified Customer Experience Professional (CCXP) - Meridian
  • Institute of Financial Operations (IFO)
  • International Association of Administrative Professionals
  • National Association of Branch Managers (NABM)
  • Association for Supply Chain Management (APICS)
  • Project Management Institute
  • Lions Club
  • Professional Development Workshops for Bank Officers - Beacon Labs
  • National Association of Social Workers
  • Credit Union National Association (CUNA)

Certifications

  • Certified Operational Risk Manager (CORM) by PRMIA
  • CompTIA Security+
  • Certified Business Analysis Professional (CBAP) by International Institute of Business Analysis (IIBA)
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Customer Experience Professional (CCXP) by Customer Experience Professionals Association (CXPA)
  • Customer Relationship Management Certification from Tableau
  • ServSafe
  • Certified Internal Auditor (CIA) by Institute of Internal Auditors (IIA)
  • SHRM Certified Professional (SHRM-CP)
  • Certified Professional in Customer Success Management (CPCSM) from Customer Success Association

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