Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference. Flexible hard worker ready to learn and contribute to team success. Personable and dedicated individual with extensive experience in the financial industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Dedicated to prioritizing and multi-tasking in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Skills
System implementation
Call Center Operations
Inbound and Outbound Calling
Customer relations
Employee coaching
Product and service knowledge
Training and development
Retail operations management
Sales monitoring
Time Management
Effective customer communication
Client acquisition
Excels in team leadership
Experience
06/2020 to Current
Customer Service Representative, Trainer, CoachSimmons Bank – Tishomingo, ,
Documented conversations with customers to track requests, problems and solutions.
Assisted customers in making payments on accounts and setting up payment plans.
Fielded customer complaints and queries, fast-tracking them for problem resolution.
Upheld strict quality control policies and procedures during customer interactions.
Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Reviewed customer account information to determine current issues and potential solutions.
Motivated teams by recognizing and rewarding excellence.
Held monthly meetings with associates to provide constructive feedback on performance.
Attended job training to sharpen skills and keep informed of new products.
Partnered with fellow team members on new customer service program to promote seamless transitions.
Handled escalated queries and complaints from customers and staff, sharing positive outcomes as training tools.
Trained new employees on company customer service policies and service level standards.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
Met and exceeded performance goals to support long-term company growth and market dominance.
Educated customers about products, pricing and policies to address and resolve issues.
Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
Implemented company processes to effectively resolve customer service issues.
Assisted customers with questions and resolution of issues to maintain high satisfaction ratings.
Volunteered to handle complaints and issues for manager during busy time periods.
Resolved complex customer issues by identifying source of customer's issue providing resolution.
Demonstrated in-depth knowledge of products, services and policies to coach team members.
Escalated issues to correct individuals when typical procedures did not achieve resolution.
Assisted operators with handling calls and took over escalated concerns to deliver expert solutions.
Led training of new and existing staff, assessing skill levels to develop individual training, addressing strengths and weaknesses.
Provided exceptional listening skills to obtain information and avoid misunderstandings.
Processed customer account changes with proprietary software.
Reduced call-time of inbound calls by recognizing and resolving systematic inefficiencies.
Motivated trainee performance by sparking and maintaining interest in classes.
Consulted with training leaders to identify and assess training needs associated with changes in business policies and procedures.
Participated in workshops and seminars as continuous improvement activities for curriculum development and enhancement.
Explained goals and expectations required of trainees.
Documented training activities and changes to analyze program effectiveness.
Leveraged simulations, team exercises and group discussions to increase training program engagement.
Reduced process gaps by training new hires on best practices and protocols.
Cross-trained employees to do other jobs within business, increasing job skills and productivity.
Trained employees on new software with minimum level of frustration and training friction.
10/2017 to Current
Assistant Financial Center ManagerKarl Storz Endovision Inc – Charlton, MA,
Directed execution of comprehensive control assessments, including identifying potential compliance risks and likelihood and impact of fines and penalties resulting from non-compliance while maintaining fair and equal access to financial services.
Delivered comprehensive bank-wide process flows for sales, originations, underwriting, closing and servicing activities, including identification of applicable regulations, risks, controls and opportunities for improvement.
Recommended improvements to management controls designed to safeguard institutional resources and promote growth in compliance with government laws and regulations.
Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
Led banking tasks, business administration and financial decision-making to ensure first-class client services.
Enhanced financial performance metrics by networking to create successful and sustainable relationships.
Articulated growth objectives and operating plans.
Maintained current and accurate cash balances for all programs, departments and projects.
Counseled customers in selection of financial products to meet banking needs.
Managed contract administration, including maintaining files, validating codes and monitoring reporting.
Set and reinforced consistent and compliant control and operational policies for accounts tracking, reconciliation and reporting.
Developed and led performance-oriented team dedicated to accomplishing sales and service objectives.
Worked with other department leaders to promote services and deliver seamless banking experience.
Evaluated transactions and account openings to check for compliance with government guidelines.
Tracked metrics to maintain current understanding of center operations.
Created and improved team and business policies.
Supplied tellers with coin and currency.
Managed and balanced cash vault, audits and general ledger accounts.
Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs, maintain accounts and open new accounts.
Managed customer referrals to help financial services team members capitalize on sales changes.
Liaised between bank branches regarding best practices and operations.
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