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Service Supervisor III Resume Example

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SERVICE SUPERVISOR III
Professional Summary

Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering 34 years of experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations.

Skills
  • Loan/Credit card/Mortgage Application processing
  • Loan Closer
  • Customer Service
  • Cash Handling
  • Cross-Selling
  • Complaint resolution
Work History
Service Supervisor III, 01/2016 to 10/2019
First Hawaiian Bank – Tamuning, Guam
  • Assisted with training and development of team members.
  • Handled customer complaints and inquiries.
  • Updated job knowledge by attending various workshops, training sessions and educational opportunities.
  • Monitored team's performance and gave feedback when necessary.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Operated in dynamic, high-volume environments to provide skilled assistance to more than 100 customers each day.
  • Maintained productivity and quality standards at all times.
  • Upheld strict financial controls by keeping funds secure and accurately transferring monies.
  • Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
  • Observed all procedures regarding financial and customer information to prevent possible breaches and data misuse.
  • Assisted estimated 100 customers each day and remained poised and professional even in high-stress situations and when dealing with irate individuals.
  • Coordinated daily cash reconciliation in high-volume location.
  • Provided high-level customer service through friendly approach, strong professionalism and timely assistance with customer transactions.
  • Processed monthly and quarterly Teller Cash and ATM audits with zero error rate.
  • Approve and submit all Incoming and outgoing wires.
  • Prepare and submit branch recap to Reconciliation Department at closing of day.
Assistant Service Supervisor , 05/2012 to 01/2016
First Hawaiian Bank – Maite, Guam
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
  • Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
  • Prepare Inactive/Dormant Reports for publication.
  • Assist branches when shortage of manpower.
Customer Service Representative, 06/2007 to 04/2012
First Hawaiian Bank – Maite, Guam
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Recommended products and services to customers, thoroughly explaining details.
  • Responded to customer requests for products, services and company information.
  • Educated customers on promotions to enhance sales.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Accept and process loan applications
  • Underwriting loan/credit card and mortgage applications.
  • Opening of New Accounts and Safe Deposit box
Teller, 11/2001 to 03/2012
First Hawaiian Bank – Maite , Guam
  • Coordinated daily cash reconciliation in high-volume location.
  • Provided high-level customer service through friendly approach, strong professionalism and timely assistance with customer transactions.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Executed customer transactions, including deposits, withdrawals, money orders and checks.
  • Answered telephone inquiries on banking products including checking, savings, loans and lines of credit.
  • Upheld strict financial controls by keeping funds secure and accurately transferring monies.
  • Completed special procedures for customers such as ordering new checks, stopping payments or investigating identity theft.
  • Processed quarterly vault and ATM audits with zero error rate.
  • Monitored customer behaviors and upheld strict protocols to prevent theft of assets.
  • Promoted products or services to each customer to consistently achieve sales targets.
  • Checked amount details and fraud markers for transaction papers such as checks and money orders.
  • Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
  • Rapidly and efficiently prepared customer and ATM cash and change orders.
  • Identified sales opportunities and referred customers to branch partners in financial services.
  • Handled various accounting transactions.
  • Processed exchange and foreign currency.
  • Advised clients on mortgage, education and personal loans.
  • Maintained friendly and professional customer interactions.
  • Collected member loan payments.
  • Observed all procedures regarding financial and customer information to prevent possible breaches and data misuse.
  • Sold cashier's checks, traveler's checks and money orders.
  • Assisted estimated Number customers each Timeframe and remained poised and professional even in high-stress situations and when dealing with irate individuals.
  • Maintained teller drawer to perform bank transactions.
  • Executed wire transfers, stop payments and account transfers.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
Education
High School Diploma: 06/1982
George Washington High School - Mangilao, Guam
Running , Cooking and Baking

Running has always been my favorite since I was in grade school. I love to cook and bake all kinds of dishes and goodies for my family and friends.

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Resume Overview

Companies Worked For:

  • First Hawaiian Bank

School Attended

  • George Washington High School

Job Titles Held:

  • Service Supervisor III
  • Assistant Service Supervisor
  • Customer Service Representative
  • Teller

Degrees

  • High School Diploma : 06/1982

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