Sales Customer Service
Resume:
Silver Spring, MD **902 *********@*****.***
NMLS# 660187
Fasika Zewdu
SUMMARY
Management Professional with extensive experience in operations, consultative
sales and customer relationship building. Proven abilities in performance metrics,
risk management and workflow optimization resulting in revenue growth.
Expertise in regulatory compliance to ensure adherence. Experienced with product
sales and customer needs analysis. Adept at leading teams, training, coaching and
cross functional team building. Excellent leadership, team collaboration and
customer service skills.
January 2007 – June 2012 Capital one Bank
Assistant Branch Manager
Ensure branch is adhering to internal regulatory, security and risk management control
systems as established thru policies and procedures.
Contribute to the branch financial performance goal 9 out of 10 key performance metrics on
BUR Scorecard.
Ensure adherence to all branch operational policies and procedures
Adherence to Staff One model-utilization managing to the headcount recommendations.
Participate in all job related training opportunities to increase and expand job knowledge
Participate and lead the lobby management efforts for exceptional customer experience every
day every time and every customer.
August 2006 – December2006 Capital One Bank Bethesda, MD
Retail Management Associate
Enhanced professional management skills to the competency level of assistant branch manager.
Acquired supervision and coaching skills through combination of classes and field training
assignments.
Contributed to the branch goals and attain my individual goals.
Ensured customer satisfaction in a timely, courteous, and efficient manner.
August 2001 – August 2006
Senior Sales and Service Associate Capital One Bank Laurel, MD
• Performs servicing duties: researches customer inquiries, orders checks and/or debit cards,
returns phone calls, accepts and forwards wires, and other customer originated servicing
needs with the intent of enhancing customer retention and exploring additional sales
opportunities.
• Uses needs-based assessment tools to analyze and determine customer needs. Recommends
and sells appropriate solutions (consumer and business) both in person and on the
telephone.
• Uses the CNG (customer needs guide) to uncover customer needs using open-ended
questions.
Ensured proper security procedures are being followed in the daily operations of the bank.
1995-1996
Montgomery Community College
August 2006-December 2006
Professional Education and training:
Management Development
Business writing
Branch operations
Establish customer relationship
Satisfying the challenging customer
Home loan express, first Mortgage loan
Building a wining sales team
Skill
s
Skilled in Microsoft Office Applications: Word, Excel, and PowerPoint,
Ability to train effective employees, and work in team environments.
Contact this candidate