SEARCH

Associate Feedback Internship Resume Example

Resume Score: 80%

Love this resume?Build Your Own Now
ASSOCIATE FEEDBACK INTERNSHIP
Summary

Results-oriented leader with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements. Extremely diligent and driven professional focused on the development of organizations in new and existing markets with a focus on building community and volunteer relationships. Proven track record of achieving goals and surpassing set goals while driving self, team and organization brand awareness.Team player with polished communication skills: verbal, written, interpersonal, presentations, and rapport building.

Skills
  • Dependable and reliable
  • Adaptive team player
  • Resolution-oriented
  • Excellent multi-tacker
  • Time management
  • Banking and financial services background
  • Attention to detail
  • Brand management
  • Community Relations
  • Conflict resolution
  • Workshop Facilitator
  • Customer satisfaction driven
  • Hiring
  • Project management
  • Quality control
  • Recruiting
  • Client relations and retention
  • Talent development
  • Team management
  • Conflict resolution techniques
  • Superior computer skills
  • Proficient in MS Office products, Google Suite, and Mac.
  • Schedule coordination
  • Training and coaching
  • Process improvements
  • Skilled multi-tasker
Experience
Associate Feedback Internship Aug 2019 to Current
Company Name － City, State
  • Leveraged strong organizational to effectively manage simultaneous projects, Associate feedback and tasks.
  • Communicated with business leaders to better understand needs and developed project scopes to achieve successful outcomes for Market Experience Associates.
  • Performed research and analyzed content of records to make disclosure determinations.
  • Collected, tracked and evaluated current business and market trend data.
  • Reviewed established procedures to assess areas in need of improvement.
  • Assessed employees through on-site observation and interviews to determine strengths and weaknesses in work performance, methods and team functions.
  • Documented research findings and prepared polished reports highlighting results and potential improvement strategies.
  • Produced professional and error-free letters, presentations and spreadsheets.
  • Performed in-depth analysis to help solve diverse problems within Associate engagement across the enterprise.
  • Kept project teams on-task with proactive control of budgets, schedules and scopes.
  • Updated project plans based on changing objectives, specifications and staff availability.
  • Inspired team members by fostering positive environment and boosting employee confidence.
  • Increased productivity through various process improvement implementations.
  • Saved money and oversaw cost-effective vendor and supplier purchases.
  • Defined project plans and timelines, managed workflow and personnel and achieved completion deadlines on or before schedule.
  • Drove Agile projects spanning multiple business divisions.
Relationship ManagerJan 2016 to Current
Company Name － City, State
  • Develop relationship with community partners in an effort to plan and execute joint ventures.
  • Maintain current product, promotional and rate knowledge on banking products to ensure confidence and accuracy at all times.
  • Anticipate Customer needs to meet or exceed goals for Customer Experience.
  • Operational responsibilities include promotional displays, distributing information, assisting with all Internet usage questions, creating and executing street teams to drive store traffic and awareness of Company Brand.
  • Drive local community outreach through volunteering and teaching of financial literacy with non-profit partners.
  • Plan and support external event schedules and also provide on hand assistance with setup and break down of these events.
  • Maintain professional atmosphere and demeanor in every aspect of job.
  • Understand the importance of physical space to brand integrity and mitigate any potential risk to the perception of the brand.
  • Strong focus on protecting and maintaining all current reports, schedules, Customer information, calendars and financial records.
  • Manage Projects and processes in connection to market engagement and Non-Profit affiliations.
  • Act as a liaison for Community Relations such as local Non-Profits and Partners.
  • Plane and execute events and sponsorships in multiple locations.
  • Drive continues improvement and results for clients and staff.
  • Create and manage Team and market engagement.
  • Execute quarterly Flow Shadows and Operational Audit.
  • Ensure all federal and state regulation are met.
  • Effectively optimizes and manage time.
  • Achieve and exceed all sales, and Net Promoter Score goals.
  • Developed and implemented activities and special financial literacy events.
  • Ensured each member of staff received development opportunities by implementing workshops, seminars and regular training.
  • Revised schedules to account for changing designs, shortages and other types of interruptions.
  • Managed the schedules of a team of twelve personnel.
  • Create presentations for monthly review of data and traffic patterns.
  • Network with Internal partners and community partners.
  • Rotation with Corporate Associate Insight Team.
  • Collect feedback and data companywide for all lines of business.
  • Analyze and facilitate responses to all feedback submitted.
  • Build community relationship with local small business and neighbors.
  • Facilitate Corporate Community Service (264 hours and 134 CRA hours year to date).
  • Scheduled and planned meetings and conferences, including site-to-site video conferencing calls, which helped to streamline business operations.
  • Provided logistical support to visiting executives, coordinating with other Executive Assistants to arrange accommodations, transportation and personal assistance.
Sr. Coordinator Jan 2014 to Jan 2016
Company Name － City, State
  • Mentor's members of new-hire classes both during and after training periods.
  • Proposed, budgeted, and carried out in-store events aimed to increase customer engagement.
  • Shadow teammates' customer interactions for quality control, providing verbal and written feedback and critique.
  • Continued individual development plan in order to grow skill set.
  • Continued to meet both individual and team goals and project deadlines on a consistent basis.
  • Focused on engaging potential customers by phone and generating their interest in Capital One products servicing high value spenders.
  • Responsible for demonstrating mastery of product information.
  • Created, owned, and carried out an individual development plan.
  • Escalated customer satisfaction ratings by offering valuable insights to customers' needs and expectations.
  • Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Answered over 100 daily phone calls to resolve escalated customer issues efficiently.
  • Assisted customers with escalated dispute questions.
  • Follow Visa and Mastercard guidelines to provide guided decisions for escalated dispute cases.
  • Addressed and mitigated escalated situations to meet organizational objectives and drive customer satisfaction ratings.
  • Quickly responded to customers both online and in person to improve company customer service ratings.
  • Addressed customer inquiries to increase customer satisfaction ratings.
Customer Service ManagerMay 2010 to Jan 2014
Company Name － City, State
  • Exercises sound judgment in issuing credits and making exceptions to customer policies to maintain high levels of customer satisfaction.
  • Confirmed that appropriate changes were made to resolve customers' problems.
  • Led sales calls with team members to establish sales and customer retention goals.
  • Created and directed sales team training and development programs.
  • Shared product knowledge with customers while making personal recommendations.
  • Successfully managed and developed a team of 15.
  • Responsible for interviewing, hiring and training process.
  • Worked closely with Human Resources to aid in the recruiting process.
  • Assisted in onsite conflict resolutions process.
  • Provided detailed monthly departmental reports and updates to senior management.
  • Capitalized on opportunities to enhance customer experiences and bring in repeat business.
  • Improved productivity by providing CSR performance feedback for corrective action.
  • Worked under strict deadlines and responded to service requests and emergency call-outs.
  • Cross-trained on dispute and sales roles in order to provide skilled back-up for customer-facing teams.
  • Trained 15 new employees each hiring class in procedures and policies in order to maximize team performance.
  • Communicated sales targets and worked with front-line supervisors to enhance revenue numbers and promotional techniques.
  • Drove quality customer experiences by leading retention strategy development and conflict resolution to improve overall support delivery.
  • Developed open and professional relationships with team members, enabling better, more effective customer service.
  • Trained new hires on relationship building, benefit-oriented sales presentations, sales processes and protocol, product knowledge, customer needs analysis and overcoming objections.
  • Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement.
  • Initiated development and implementation of customer service management training process.
  • Interviewed, hired and trained new quality-focused customer service representatives.
Education and Training
Bachelor of Applied Science, ManagementExpected in May 2021Northshore Community College － City
Accomplishments and Affiliations
  • Empower Her Business Resource Group
  • Black Business Resource Group 2014
  • ACCOMPLISHMENTS: Employee of the month (Perks) May 2016, September 2016, January 2017, October 2018, and December 2018.
  • Data and Analytics Ambassador,
  • Lead for Communications Symposium Committee,
  • MX MASE Market Front Page (Executive Level Report and presentation)
  • Catalyst
  • Lead on Data Analytics Call
  • Money Coach POC Certified Facilitator
  • Location Scheduler
  • Associate Feedback Internship
Websites, Portfolios, Profiles
  • https://www.linkedin.com/in/samantha-lucas-8b470017a/
Build Your Own Now

DISCLAIMER

Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

Resume Overview

School Attended

  • Northshore Community College

Job Titles Held:

  • Associate Feedback Internship
  • Relationship Manager
  • Sr. Coordinator
  • Customer Service Manager

Degrees

  • Bachelor of Applied Science , Management Expected in May 2021

Similar Resumes

View All
Assistant-Manager-Customer-Feedback-&-Analytics-resume-sample

Assistant Manager Customer Feedback & Analytics

Whittier, California