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Senior Service Associate Resume Example

Resume Score: 80%

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SENIOR SERVICE ASSOCIATE
Summary

I am adaptable, efficient, and a fast learner. I am a natural leader and problem solver. I put 100% into everything that I do.

Skills
  • Management-responsible for planning, directing and overseeing the operations of a retail business
  • Customer Service Excellence -attract potential customers by answering product service questions.
  • Computer Skills - Microsoft Office (Word, Excel, Outlook), Data Entry
  • Social Media- (Facebook, LinkedIn, Instagram, Twitter)
  • Customer support
  • Payment processing
  • Marketing and sales
  • Customer relations
  • Senior leadership support
  • Conflict mediation
  • Technologically savvy
  • Call center experience
  • Business development understanding
  • Inbound and outbound calling
  • Schedule mastery
  • High-energy attitude
Experience
M&T Bank Corp.Buffalo, NYSenior Service Associate/Relationship Manager03/2020 to Current

Currently as a senior service associate, I Identify walk-in customers' needs through the Bank's retail sales process to provide basic sales solutions for basic customer needs and/or refer complex customer needs to the appropriate team member/partner.

I am responsible for providing exceptional service to branch customers and resolving customer problems in a timely manner and interacting with appropriate areas within the Bank to ensure branch-related operational issues are resolved efficiently and accurately.I work as a key driver of branch referrals that assist the branch team achieve annual sales goals.

My role also includes :

  • Educating customers on current bank processes, solutions, deposits and other convenience services/available channels
  • Explaining features and benefits of solutions (credit cards, overdraft line of credit, installment loans) and have basic knowledge of when it is an appropriate solution
  • Opening new Demand Deposit/Time Deposit/IRA accounts and explain the features, benefits and disclosures associated with each
  • Explaining at a high-level criteria used to decision loan applications
  • Transitioning service/sales consultation to account opening process
  • Fielding inbound customer inquiries and provide solution-based recommendations
  • Completing business account servicing request for research, disputes, loan payments, loan advances, collateral releases, wire transfers, official check request, statement request and credit inquires
  • Assisting and staying current with the Business Banking AML/KYC/BSA process
  • Reviewing, approving and helping resolve customer Business Banking Customer overdrafts
  • Introducing business Banking Partner when servicing need represents and opportunity for a product solution
  • Assisting business customers with deposit and loan servicing needs. Building a rapport with new clients.
  • Adhering to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.
  • Maintaining M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
M&T Bank Corp.Buffalo, NYService Associate08/2019 to 03/2020

As a Service Associate, I specialized in our branch customer experience through lobby management, transactions and basic retail servicing interactions (customer service enrollment, address changes, problem resolution). I accurately processed a variety of financial transactions (deposits, withdrawals) in an accurate and efficient manner.

My role also included :

  • Addressing the customer's immediate need, and then provide a service transaction or guided self-service
  • Matching the appropriate resource (person, digital service) to the need
  • Identifying transactions “on the line” that can be migrated to digital solutions
  • Demonstrating digital transaction tools to customer directly, including explanations of benefits, etc.
  • Assessing options with focus on “shoulder to shoulder” self-service
  • Following up with customer once servicing is complete to ensure immediate need and customer's expectation have been met
  • Taking ownership of escalated account services issues until resolution
  • Transitioning to identified sales opportunity using transition statement
  • Demonstrating customer service standards during transaction processing and follow M&T policy on transaction processing
  • Fully leveraging available tools (e.g. Teller Cash Recycler) for transaction processing
  • Completing all Currency Transaction Reports and Wire Activities and escalations as appropriate
  • Accurately completing cash ordering for the branch and TCR/ATM settlement activities
  • Participating in branch audit/logging activities, provide follow-up where appropriate and Satisfy/Maintain audit/new activities and provides follow up where appropriate.
  • Processing customer/account maintenance accurately (address/name changes, signor/account updates, etc.)
  • Adhering to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.
  • Promoting an environment that supports diversity and reflects the M&T Bank brand.
  • Completing other related duties as assigned.
SprectrumBuffalo, NYCustomer Service Representative12/2018 to 07/2019

I spent my time at Spectrum/ Charter Communications in the customer service role troubleshooting and resolving technical cable and video service issues, including repair, billing, and accounts.I thrived as a tech-savvy problem solver who can multitask to repair a variety of services and equipment.

  • As a Video Repair Representative, I used patience and effective communication skills to uncover customer needs, answer questions, and leave a positive impression on customer interactions.
  • Working as video Repair Representatives made a real difference to customers and the company, providing over-the-phone video support and repair services that keep people connected.
  • I advanced with diagnostic tools & systems that helped me address technical inquiries and get services running smoothly and talking customers through fixes.
  • If an issue called for extra attention, I brought in additional internal support and field technicians to get things back on track. Understanding the products and your customers' sense of urgency helped to create a satisfying customer experience.
McDonald'sBuffalo, NYManager/Team Member05/2015 to 10/2018

I was a manager which required management training, in which I completed. I managed a staff of 4 during the night shift.

Some of my duties included:

  • Resolving customer issues.
  • I opened and closed the store by processing daily paperwork, balancing register drawers, producing staffing schedules and preparing deposits.
  • I helped and supported staff where ever necessary, which included but not limited to taking orders, preparing food, cleaning and stocking, assisting with schedule preparation and covering employee shifts when necessary if no one is available to come in.
  • Greeted and encouraged feedback from customers, using feedback to implement positive changes within store.
  • Helped train new coming employees.
Education and Training
High School Diploma06/2017Frederick Law Olmsted| Gifted & Talented Program, Buffalo, NY
Two Years :Nursing05/2019D'Youville College, Buffalo, NY
BBA:BuisnessExpected in 09/2022SUNY Buffalo State, Buffalo, NY
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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

Companies Worked For:

  • M&T Bank Corp.
  • Sprectrum
  • McDonald's

School Attended

  • Frederick Law Olmsted| Gifted & Talented Program
  • D'Youville College
  • SUNY Buffalo State

Job Titles Held:

  • Senior Service Associate/Relationship Manager
  • Service Associate
  • Customer Service Representative
  • Manager/Team Member

Degrees

  • High School Diploma 06/2017
    Two Years : Nursing 05/2019
    BBA : Buisness Expected in 09/2022

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