Customer Service Sales
Resume:
LaTonya J. Parsons
Schenectady, NY 12304
Email:*************@*****.***
OBJECTIVE
To obtain a position in the banking or financial services.
SKILLS
* **** thirteen years experience in banking services and administration.
2 Ability to prioritize and meet operational deadlines in a demanding and fast
paced environment.
3 Excellent communication skills
4 Self motivator, conscientious and detail oriented.
5 Strong organizational and problem solving skills.
WORK EXPERIENCE
HSBC BANK
Branch Service Manager, 03/10 present
Lead and developed an effective team through communication, performance
management, development plans and reward/recognition practices. Managed
Customer Service Representatives to ensure proper servicing of banking needs for
branch customers. Monitored each branch sales professional’s process at account
opening and maintenance to ensure compliance with all bank and operational
standards. Completed accounting related responsibilities for the branch including
regular cash control activities (ATM processing, current transaction system
reconciliations, negotiable instruments) and general ledger account maintenance
and reconciliation. Ensured branch activities comply with all applicable
regulations, including Know Your Customer and ensure attainment of all
satisfactory branch audits with no Know Your Customer exceptions; ensure
management and personnel awareness of discovered control issues. Complete
preliminary investigations into potential fraud and loss situations. Manage
compliance and other training for branch personnel. Ensured adherence to
established customer interaction standards for every transaction. Managed overall
responsibility for operational activities within a branch and the inherent volume and
problems and issues in the branch.
Customer Service Representative 08/06 01/07
Met established sales referral and promotional sales goals. Accept and process
deposits, payments, checks for cashing and other transactions according to
established procedures and performance standards
Consumer Banker, 01/07 11/08
Assisted customers with account servicing issues and enhance image of Company
by delivering superior customer service. Educate, encourage and sell customers on
use of alternative delivery channels, including ATMs and telephone and internet
banking. Ensured adherence to established customer interaction standards for every
transaction, including meeting or exceeding standard mystery shop scores.
Represented the Company in community organizations and activities to enhance
the Company’s image and promote and develop additional business through the
development and expansion of referral sources. Participated in training programs to
enhance product knowledge and cross selling skills• Initiate contact with current
and potential customers to discuss their financial requirements; sell appropriate
core financial services products to meet their needs while developing and
expanding account relationships; refer them to other specialized product areas as
required. Met established sales and promotional goals. Identified customers with
additional profit potential and develop action plans to address those relationships.
Utilized customer relationship management system to provide targeted sales
opportunities and support pro active selling to current and potential customers,
including via telephone.
Customer Experience Associate, 11/08 03/10
Owned the customer experience; serve as first point of contact for customers
entering the branch; provide a positive first impression through courteous, friendly
and efficient customer service and meet customer expectations.
Fulfilled quick customer service needs, resolve service related issues and provide
an opportunities to deepen customer relationships and complete initial evaluation
of customer needs to direct them to the appropriate sales specialist, setting up
appointments as required (as the position is not licensed, sales discussions and
needs evaluations may not include wealth products). Proactively manage the lobby
and champion the self service strategy in the branch by helping educate customers
on the alternate channels available and the ATM/Connect Station functionality.
Execute operational duties within the branch in support of sales personnel,
including processing applications, signature cards, check ordering, etc. to support
all branch customer segments.
MANIFEST MINISTRIES, INC.
Administrative Assistant, 03/97 present
Handled incoming calls and mail. Greeted visitors. Resolved inquiries. Prepared
and typed office reports and business letters. Maintained appointments and made
arrangements for out of town guest. Reported to Senior Pastor regarding meetings
and conferences. Established filing system. Maintained time and attendance records
as well as instructional and reference manuals.
CITIZENS BANK
Retail Sales and Service Representative, 06/05 01/06
Provided information on bank products and services. Processed various account
transactions. Opened banking accounts. Processed and disbursed various loans.
Researched account errors and processed any corrections. Responsible to research
and resolve customer issues. Cross-sold bank products and services.
BANK OF NEW YORK
Benefits clerk, 08/03 06/05
Responsible for the distribution of all incoming correspondences. Interfaced with
internal and external customers. Updated information on retiree accounts.
Processed requests for the distribution of all Lump sum retirement checks.
SUNMARK FEDERAL CREDIT UNION
Service Consultant 08/98 02/01
Interfaced with banking personnel, on all levels, and provided technical
information on banking products and services. Interfaced with customers,
providing advice in the selection of bank products. Respond to and resolved
customer complaints. Processed various account transactions via phone for
customers. Responsible for research on customer accounts. Assisted with training
for new hires.
TRUSTCO BANK
Bank Teller, 06/96 08/98
Processed various account transactions, reconciled and deposited daily funds.
Informed customers of bank products, referred public to designated personnel,
provided account status, and handled busy phone. Verified signature of business
and individual customers. Typed cashier and certified checks.
EDUCATION
Columbia College, East Syracuse, NY 2004
Major: Finance
Polytechnic University, Farmingdale, New York 1994
Major: Engineering
Hudson Valley Community College 1995 1997
Major: Engineering
RELEVANT EDUCATION
Notary Certified
COMPUTER SKILLS
WordPerfect 5.2, Excel, Microsoft Word, Internet
REFERENCES
Available upon request
Contact this candidate