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Skills

  • Service standard compliance
  • Risk mitigation
  • Report preparation
  • Staff education and training
  • Key stakeholder relationship building
  • Banking protocol training
  • Strategic sales knowledge
  • Retail materials management
  • Professional telephone demeanor
  • Customer onboarding and training

Work Experiences

  • Educated employees on company procedures and services.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Developed trusting relationships with members by providing sound financial advice and personalized service.
  • Kept up to date on product and service changes.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • 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.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Ensure that customers and internal departments are properly communicated with.
  • Assisted and cross-trained other customer service managers.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.

Summaries

  • With extensive knowledge of client relations and proven multitasking abilities, I am well-versed in project and time management.
  • Worker with a strong understanding of procedure organization and program product issues.
  • Dedicated to exceeding expectations and leading the team to success.
  • Excellent communicator with 16 years of experience as a Customer Service Representative in high-volume call centers.
  • Customer-oriented Branch Service Specialist with extensive knowledge of banking procedures, regulations, and sales techniques.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • With proven strategies, effectively manages currency, teller schedules, and customer interactions.
  • Committed to providing world-class customer service while remaining professional.
  • Workday expert with experience in performance reporting services.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.

Accomplishments

  • Served as a primary point of contact for VIP clients, consistently receiving customer satisfaction ratings of 36% or higher.
  • Exceeded monthly sales targets by 22% for Adobe Creative Suite through strategic planning and targeted pitches.
  • Resolved escalated client issues in a timely manner, achieving a 39% customer retention rate over a one-year period.
  • Optimized branch operational efficiencies, cutting transaction processing times by 43% through workflow automation.
  • Developed a client referral program that resulted in an increase of 4 new accounts within the first two years.
  • Designed and implemented a new cash drawer balancing procedure, which reduced closing discrepancies by 44% over 6 months.
  • Coordinated cross-functional teams to reduce service delivery time by 51%, resulting in improved customer satisfaction.
  • Consistently met monthly key performance indicators (KPIs) for sales of new savings accounts, exceeding targets by 29% from 2020-2015.
  • Maintained compliance with federal and state banking regulations, achieving zero discrepancies on audits for three consecutive quarters.
  • Implemented a client outreach campaign that increased participation in initiative services by 30% in several months.

Affiliations

  • Society of Financial Service Professionals (FSP)
  • Institute of Certified Bankers (ICB)
  • American Bankers Association (ABA)
  • Retail Banking Academy
  • Association for Process Improvement Professionals (APIP)
  • Jaycees
  • Institute of Customer Service (ICS)
  • National Notary Association (NNA)
  • American Society of Safety Professionals
  • Association of Information Technology Professionals

Certifications

  • First Aid/CPR Certified
  • Cisco Certified Network Associate (CCNA)
  • Certified Bank Teller (CBT) - Brightline
  • ServSafe
  • Certified Customer Service Professional (CCSP)
  • Certified Branch Manager (CBM) - method
  • Credit Risk Certification (CRC)
  • Financial Services Certified Professional (FSCP)
  • NACHA Accredited ACH Professional (AAP)
  • Anti-Money Laundering (AML) Certification - Ironclad Systems

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