Sales High School
Resume:
KATHERINE D. SOCHA
Berea, OH 44017
abkry9@r.postjobfree.com
CAREER SUMMARY
Financial Services professional who has held diverse positions including
Senior Teller, Encoding Specialist, Client Relations Specialist, Procedure
Support Specialist, and most recently, Cash Management Analyst.
Consistently attains business goals through strong analytical skills,
effective written and verbal communication skills, superior client
relations skills and computer proficiency. Impacts knowledge and abilities
of colleagues through participation in team building, training and coaching
of new team members. Mature employee with a strong work ethic, integrity,
and a sense of accountability.
PROFESSIONAL SUMMARY
KEYBANK, Brooklyn, OH 1998 to 2010
Cleveland based bank/financial services firm serving customers throughout
the United States.
Fulfillment Support Specialist, 2008-2010
. Supported Cash Management Sales force by providing product information
and ensuring correct set up of products.
. Followed up with corporate clients ensuring accuracy of product set-up
and client satisfaction by providing thorough explanations of products.
. Attended to other associates' work queues in their absence, ensuring
timely processing of requests.
. Helped with the development and formatting of procedure manuals for the
Fulfillment Support Department complying with requirements of an
independent audit.
Analyst II, Documentation Development, 2006-2008
. Helped to develop and document procedures related to the Anti-money
Laundering (AML) and Bank Secrecy Act (BSA), as they pertained to KeyBank
Call Center complying with the Office of Comptroller of the Currency.
. Provided line of business partners in the Keybank Call Centers with
comprehensive information needed to process requests and follow
compliance guidelines.
. Updated E-Manuals and created intranet communications to convey proper
procedures to call center associates, improving consistency in following
corporate procedures.
. Served as a liaison between the Commercial and Business Banking Center
and other departments, supporting alignment of common goals and enhancing
inter-departmental communications.
. Created a monthly 'voice of the client' feedback summary that kept the
client services management team apprised of trends in vital areas within
the bank such as call centers, branches, and ATMs.
. Coached new and existing call center associates to familiarize them with
the resources and tools available to enhance their job performance.
Internal Support Specialist, Commercial & Business Banking, 2005-2006
. Served as a subject matter expert to other KeyBank Employees, providing
solutions for their business banking clients, impacting first call
resolution of problems.
. Fostered team morale by identifying and sharing product updates and
available incentives for helping internal callers identify possible sales
opportunities.
. Maintained extensive system and product knowledge while reaching
established statistical goals.
Katherine D. Socha, Page Two
Sales & Service Representative, Commercial & Business Banking, 2000-2004
. Assisted corporate, middle market and small business external clients
with information, problem resolution, and product selection appropriate
for their lines of business.
. Maintained a 'full' or 'exceeds performance' in all areas during entire
term of this position, resulting in a classification of 'subject matter
expert' and a promotion to Internal Support Specialist.
Retail Sales and Service Representative, Key2You Call Center, 1998-2000
. Maintained a high level of system and product knowledge while providing
fast and efficient service.
. Delivered timely and accurate information to clients in a very fast-paced
environment, often requiring responses to 20 calls per hour.
. Succeeded in meeting monthly sales goals and statistical data, enhancing
department profitability.
. Gained thorough understanding of internet banking and Keybank's online
banking system in order to promote what was, at the time, a new service
to clients.
NATIONAL CITY BANK, Cleveland, OH 1987-1998
NCB was a Cleveland based bank founded in 1845 and divested to PNC in 2010.
Positions included:
Call Center Representative
Proof Department for Back-Office Bank Processes
Supervisory experience as Senior Teller
Entry Level Bank Teller
EDUCATION
Baldwin Wallace College, Berea, OH
Currently pursuing a Bachelor's Degree, Organizational Leadership
Courses in communications, business management, English, psychology
Berea High School, Berea, OH
High School Diploma
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