To obtain a position that allows me to broaden my leadership, customer service, and problem solving skills. Talented and very detail oriented with experience in problem solving, customer service, and analytical skills that help transition service to sales while deepening the relationship with customers and clients. Excellent communication, written, and oral skills that is strongly detail oriented. Possess excellent interpersonal, analytical, and organizational skills. Proactive approach results in capturing numerous accounts and expanding client base. Excels within highly competitive environments where leadership skills are the keys to success. Effective associate with skills and traits necessary to perform in a productive high volume environment, exercising problem resolution and excellent customer experience. Proactively sells products and services to customers and refers customers to other areas of the bank. Self-starter, Team Player and quick learner with a positive can-do attitude. Readily shares information and motivates colleagues/team-mates with feedback to help develop work performance and to allow them to reach their goals. Possess previous experience within the Bank of America (BOA) contact center for banking and currently inside the (BOA) retail branch for assisting customers with daily account maintenance issues including billing disputes, adjustments, and claims. Utilizes analytical and proactive approach when interacting with customers and team members about polices.
Summary of Skills
Communication - Deals with internal and external customers at all levels via telephone and email, to ensure successful communication via actively listening and probing questions.
Problem solving - Resolves in-depth queries in a methodical manner independently and with internal and external business partners to find appropriate resolutions, efficiencies and high level of quality. Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.
Team Player - Enjoys sharing knowledge and encouraging development of others to achieve overall team goals.
Office Skills - Scheduling, organizing, research analysis and reporting and computer skills, including MS office, Adobe, PowerPoint and Excel. Able to perform daily clerical functions.
Leadership skills - Coaching associates, training associates, and other administrative tasks, conduct weekly meeting with associates to provide feedback and set goals and expectations.
Accomplishments
Sales and Referrals
Exceeds 100% of sales goal each quarter.
Top performer for Q1 2014 in sales for financial center.
Client Interface with valued clients.
Managed high referral pipeline of clients to on-site Merrill Edge Adviser on investment and banking needs
Professional Experience
Personal Banker, 08/2011 - Present Guaranty Bancshares, Inc. – Austin, TX,
Serves as a Personal Banker responsible for offering and selling financial products and services to both consumers and small business clients by leveraging in-depth product knowledge.
Supports customers with daily account maintenance and providing qualitative service to sales with customers while exercising critical thinking and problem resolution.
Profile new and existing clients to uncover financial needs.
Daily agenda is to build and deepen the relationships with consumer and small business clients.
Actively listening and asking open-ended questions using inductive and deductive reasoning to recommend the best products, services, or solutions to meet those needs.
Ensuring client satisfaction by collaborating with the appropriate specialist and/or teammate to serve the clients' banking, small business, mortgage and investment needs.
Help uncover potential investment and retirement needs of customers and referring them to on-site Financial Advisor with Merrill Edge.
Knowledgeable of certain investment and retirement products and proper referral process and regulations for Merrill Edge Advisors.
Experience with working with client managers of some GWIM, Wealth Management, and U.S.
Trust clients while working in Priority Services with Bank of America.
Willingness become fully registered in series 7, 63, 65, & 66 investment licenses.
Banking Achievements: Top Performer Award Q1 2014 for banking center Consistently exceeds 100% of sale and service goals Assists managers with daily operational/banking center tasks Provide coaching and feedback consistently to tellers to improve referral rates and work experience Previous work experience with customer marketing and priority card services departments for BOA where problem solving and account maintenance was a daily task Experience with assisting customers over the phone with account maintenance Experience within the branch assisting customers with billing disputes, claims, and credits/adjustments following banking policies and procedures Highly skilled and experienced using multiple systems and tools simultaneously Knowledge of debits, credits, and GL ticket transactions Thrives in both independent and collaborative work environments.
Customer Service Representative, 11/2010 - 08/2011 Wesco – Lexington, KY,
Managed billing accounts for Verizon customers with meticulous attention to detail and follow through.
Provided professional problem-solving, courteous attitude and precise technical support and trouble-shooting daily.
Performed credit adjustments for erroneous billing accounts charged.
Elected employee of the month consecutively by achieving a 100% performance rating in leading resolutions for customer service representatives.
Possess the ability to multitask in a fast paced, high stressed environment.
Effectively and comfortably communicates and interacts with customers and colleagues.
Served as Team Lead assisting associates/teammates with daily problem solving and call handling.
Assisting team manager with coaching and feedback for associates.
Assisting teammates with escalated issues from customers and occasionally leading team meetings.
Maintains a 100 % performance rating in leading resolutions for customer service representatives.
Performed as inventory specialist for a company contracted to collect data and inventory for different lines of business.
Able to master efficient and accurate results while taking inventory data for different companies and pharmacies.
Assisted lead auditor in auditing re-counts for different inventory missions to ensure accurate results and data.
Provided training to new associates on accuracy and efficiency on auditing.
Education
Bachelor of Arts degree: Communications Human Development, Expected in June 2009 - Howard University - Washington D.C., GPA: GPA: 4.0 Graduated Suma Cum Laude Member, National Deans List January 2005 - 2009 Howard University Deans List August 2005 - 2009 Member, National Society of Collegiate Scholars August 2007 - 2009 Member, Lambda Pi Eta National Communications Honor Society April 2008 - Present Communications GPA: 4.0 Human Development Graduated Suma Cum Laude Member, National Deans List January 2005 - 2009 Howard University Deans List August 2005 - 2009 Member, National Society of Collegiate Scholars August 2007 - 2009 Member, Lambda Pi Eta National Communications Honor Society April 2008 - Present
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