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Skills

  • Rapid 10-key data entry
  • NCR Cash recycler
  • Relationship building and management
  • Cross-functional team coordination
  • Cost-reduction initiatives
  • Collaborative problem-solving
  • MS Office
  • Cross-selling Strategies
  • Compliance with Financial Regulations
  • Compliance, banking laws and regulations

Work Experiences

  • Processed quarterly vault and ATM audits with a zero error rate.
  • Provided high-level customer service through a friendly approach, strong professionalism, and timely assistance with customer transactions.
  • Remained poised and professional even in high-stress situations and when dealing with irate individuals.
  • Boosted total product sales by 84%.
  • Coordinated daily cash reconciliation in a high-volume location.
  • Effectively reduced initiative errors by more than 18% using data analysis and strategic planning.
  • Consistently maintained an exemplary standard in customer service.
  • Approved customer service workflows.
  • Was in charge of preparing, sorting, and distributing category reports to the appropriate branches.
  • Kept track of customer behavior and followed strict protocols to prevent asset theft.

Summaries

  • Cross-selling bank products and services is a strength of this versatile banking professional.
  • Achieved process optimization.
  • Achieved a 30% reduction in service complaints.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Achieved a 20% increase in new local accounts.
  • Knows how to use a variety of banking and investment products, such as deposit accounts and loans.
  • Clear understanding of risk assessment and performance reporting as well as project management training.
  • Motivated banking professional with a strong commitment to providing excellent customer service and excellent communication skills.
  • Team member who is dedicated and outgoing and is knowledgeable about cash handling procedures and management principles.
  • Customer loyalty is increased by effectively resolving problems and processing transactions quickly.

Accomplishments

  • Reduced documentation errors by implementing a comprehensive dual-review system, decreasing errors by 61%.
  • Managed internal system updates, leading to a 66% faster processing time for everyday transactions.
  • Assisted with cross-selling of banking products, leading to a 25% increase in new account sign-ups over several months.
  • Maintained an average of 77% customer satisfaction score across all engagements, outpacing company benchmarks.
  • Supported compliance efforts by verifying transaction records, reducing discrepancies and regulatory risks by 20%.
  • Created a local marketing strategy, which increased walk-in traffic by 29% during peak campaign periods.
  • Directed customer onboarding program, reducing the onboarding duration by 7 days while maintaining a 28% satisfaction rate.
  • Collaborated on the launch of system that delivered crucial enhancements, improving account management efficiency by 41%.
  • Analyzed customer feedback data and implemented resolution strategies that improved average call resolution time by 31% minutes.
  • Resolved 7 customer inquiries daily with efficiency, leading to a consistent 22% first call resolution rate.

Affiliations

  • Customer Experience Professionals Association (CXPA)
  • National Mortgage Licensing System (NMLS) Certification
  • Lions Club
  • Certified Bank Branch Manager (CBBM)
  • Compliance & Ethics Professionals Association (CEPA)
  • International Council of Nurses
  • American Society for Quality (ASQ)
  • Association for Financial Counseling & Planning Education (AFCPE)
  • Certified Call Center Expert through the RCCSP Professional Education Alliance
  • Association for Supply Chain Management (APICS)

Certifications

  • NACHA – Accredited Payments Risk Professional (APRP) - category
  • Retail Banking Academy Certified Professional - program
  • Certified Banking & Financial Operations Professional (CBFOP) - Beacon Labs
  • CompTIA Network+
  • Certified Digital Banker (CDB) - procedure
  • Certified Customer Service Manager (CCSM) - method
  • Certified Consumer Lending Professional (CCLP) – program
  • Lean Six Sigma Green Belt Certificate - Ironclad Systems
  • Certificate in Paperless Workflow Implementation - metric
  • Salesforce

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