Summary of Experience
Nine years’ experience in the Financial Services industry in branch bank management and credit card administrative services.
Provides quality customer service in an ever-changing financial institution that is representative of company brand and values.
Capable of analyzing and screening candidates for consumer benefits eligibility. Key strengths include analytical problem solving
and responsiveness to high volumes of customer inquiries with poise, patience and commitment to excellence. A multi-tasker who strives to create winning experiences using sound product knowledge, research and sensitivity to confidentiality and special
consumer needs. Self- motivated and works well independently or in a team environment. Excellent reviews for meeting and
exceeding adherence compliant scores. Enjoys volunteering for special team events. Great positive attitude and dedication to
ensuring customer satisfaction.
Capital One, Rolling Meadows, IL 2015-present
Senior Call Center Coordinator, Retail Card and Internet
Responds to customer inquiries, complaints, billing questions and payment service requests. Rapport builder
who uses interpersonal and product knowledge to identify solves high volumes routine complicated customer complaints
Handles more than 300 billing questions and customer concerns, complying with organization
requirements and customer satisfaction daily. Compliance Adherence scores range between 92 and 94%.
2017 ROAR recipient and achiever of Top Quality Performance Award for delivery of quality service to customers
Excellent knowledge of Partnership systems such as Whirl, Toolbars, Champs, IRIS
Multi tasks and collaborates with peers to deliver real time results in a fast-paced environment
Probes and clarifies situations to handle understand customer’s wants and needs prior to escalation
Consistently compliant with monthly metrics that measure performance.
Refers escalated customer concerns to the Customer Resolution Team as needed
Readily assists team members in understanding processes and meet customer expectations
Adjusts credit fees and finance charges and corrects payment errors and credit disputes
TCF Bank 2007-2015
Assistant Manager, Chicago, IL
Accountable for the authority and responsibility for the branch as an active member of the management team.
Interviewed and hired new personnel, provided on-the-job training, work direction and feedback. Cash Management. Opened accounts, determining customer’s eligibility as well as best fitting customer to correct account.
Communicated policies and procedures to personnel ensuring consistent implementation.
Established, maintained, and reviewed accuracy of all control records. Ensured audit controls were
adhered to by personnel to consistently achieve satisfactory audit ratings.
Resolved procedural questions referred by branch employees. Interpreted company policy, and
determined reasonableness in deviating from policy to provide equitable service to customers
while maintaining a focus on branch profitability. Served as a resource to bank personnel when
dealing with difficult situations
Effectively manage the department functions while meeting and adhering to corporate, legal, and
regulatory policies, guidelines, and requirements regarding compliance. Work with the Compliance
and Legal departments for overall updates, procedure changes or development, and resolution of issues.
Initiated sales to ensure achievement of targeted production goals including promotion and sales of TCF products at outside sales events. Assisted manager with business development in the community.
Managed cash drawers, withdrawals, deposits & transfers while building rapport with customer and best fitting the customer needs
Extensive Customer Service Experience and Formal Training
Microsoft Office -Microsoft Excel
2017 Capital One ROAR Award Recipient
Three consecutive years winning Customer first award from TCF Bank
EDUCATION & TRAINING
Currency Transaction Reporting Anti Money Laudering Cash Drawer-Teller Training
Monetary Instrument Log Quality Customer Service Training
Bank Secrecy Act Microsoft Office Power Point
Steinmetz Academic Graduate 2007