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Skills

  • Night and safe deposit procedures
  • Cash Transaction Management
  • Continuous process improvement initiatives
  • Customer-Focused Solution Delivery
  • Client education and engagement
  • Achieving and Exceeding Service Targets
  • Project organization
  • Loans
  • Business Development
  • Relationship building and management

Work Experiences

  • Collaborated with fraud protection teams to identify and prevent potential phishing attempts, reducing customer losses by $13 in 2018.
  • Adhered to compliance standards.
  • Collaborated with HR to streamline teller training workshops, drastically cutting the onboarding process from 5 to 16 weeks.
  • Customer transactions, such as deposits, withdrawals, money orders, and checks, were handled by me.
  • Processed quarterly vault and ATM audits with a zero error rate.
  • Achieved a 82% month-over-month improvement in customer retention.
  • Achieved a 73% year-over-year improvement in product penetration.
  • Took phone calls about banking products such as checking, savings, loans, and lines of credit.
  • Accurately processed millions of dollars in transaction requests annually.
  • Assisted customers with loan repayment options.

Summaries

  • Maintain a high level of integrity and accuracy while providing professional and courteous customer service.
  • Promote customer engagement with a winning smile and a positive attitude.
  • Within Miscellaneous, senior Customer Service Banker and outstanding performer in workflow optimization and data analysis.
  • Setting up services, transferring funds, and assisting with complex transactions are all skills that she possesses.
  • Achieved a 17% monthly improvement in customer retention.
  • Dependable and punctual, with exceptional math skills.
  • Achieved a 46% increase in customer satisfaction.
  • Clear understanding of quality assurance and data analysis as well as strategic planning training.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the framework business.

Accomplishments

  • Reduced team workload by 47% through enhanced workflow automation, enabling quicker response times for customer inquiries.
  • Streamlined cross-department workflows, reducing transaction processing time by 35% for complex banking services.
  • Reduced account discrepancies by 68% through accurate data entry and thorough documentation of each banking transaction.
  • Led a cross-functional task force that resolved 12 system outages, ensuring minimal customer disruption and restoring services within standard.
  • Supported the growth of corporate clients by successfully coordinating their migration to new banking platforms, enhancing service delivery.
  • Enhanced transaction security protocols, leading to a reduction in fraud-related incidents by 46% year-over-year.
  • Maintained an average customer satisfaction score of 13 out of 14, exceeding department performance targets across multiple quarters.
  • Assisted in resolving escalated service complaints, decreasing customer churn by 38%.
  • Trained and mentored 15 junior tellers in bank policies and customer service processes, leading to a 31% increase in team productivity.
  • Improved customer digital banking engagement by onboarding 16 clients, raising platform usage by 75% within 2017.

Affiliations

  • Member, Investment Banking Society (IBS)
  • Member, National Association for Business Economics (NABE)
  • International Federation of Accountants (IFAC) Associate
  • Active Participant, Women in Financial Services Network
  • Credit Union National Association (CUNA) Affiliate
  • Member of BSA/AML Compliance Group
  • Rotary International
  • Association for Supply Chain Management (APICS)
  • American Bankers Association (ABA) Membership
  • Member, Association of Professional Bankers in Denver

Certifications

  • Certified Payment Processing Specialist (CPPS)
  • Certified Fraud Examiner (CFE)
  • Google Certified Professional Cloud Architect
  • Certified Commercial Banking Professional (CCBP)
  • ServSafe
  • CompTIA Network+
  • Certified Personal Banker (CPB) - Summit Group
  • Customer Service Excellence Certification Meridian
  • Risk Management Certification - Brightline
  • Salesforce

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