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Customer Service Representative

Location:
Colorado Springs, Colorado, United States
Posted:
March 11, 2019

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Resume:

Objective

To be an Customer Service Specialist, exhibiting successful dedication and demonstration of business analysis, customer service, organization, communication, and sales skills; proven by 3 years of being an Insurance Financial Foundations Member Service Representative, 8 years of being a successful Teller Manager/Personal Banker and Back-up Branch Manager, 3 years of being a Personal Banker (promoted to TM), 1 year of being a Teller (promoted to a PB), 4 years in the restaurant industry and over 23 years of exemplary customer service and sales.

Profile

Motivated, personable business professional with numerous skills; licensed in insurance, mastered a Bachelor’s degree; working towards a double MS in Project Management and IT; an effective 8-year track record of enhancing profit for branch and boosting management operations and morality of branch; a successful 13-year track record of efficiently training key, company employees; an accomplished 23-year track record of providing extraordinary customer service; diplomatic and tactful with professionals and non-professionals at all levels; accustomed to handling sensitive, confidential records; exhibited history of producing accurate transactions and meeting all sales goals; flexible and versatile–able to maintain a sense of humor under pressure; poised and competent with demonstrated ability to easily transcend cultural differences; ability to thrive in deadline-driven environments; demonstrated excellent team-building skills.

Skills Summary

Management

Banking

Customer Service

Sales

Licensed Insurance Agent (Auto & Home)

Cocktail Waitress

MS Project

Project Coordinator

Professional Presentations

Written Correspondence

Scheduling

Accounting/Bookkeeping

Hiring

Training

Account Analysis

Employee Developmental Plan

Corrective Action Plan

General Office Skills

Compliance Operations

Cash Handling

MS Office (All)

Budgeting/P&L

Strategic Planning

Professional Experience

Financial Foundation Insurance Advisor/Customer Service Representative

Customer Service/Insurance/Sales/Correspondence/Communication

Provide excellent customer service.

Protect the financial security of our members.

Deepen and retain member relationships.

Be knowledgeable of insurance laws and regulations.

Acquisition and maintenance of applicable licenses/state registrations as required.

Licensed to write new policies in 22 states for Auto and Property.

Licensed to service Auto and Property policies in all states.

Offer member onboarding, servicing and/or facilitation of product sales through various channels.

Gather information and close on product sales for a suite of services.

Demonstrate advanced skills and knowledge of USAA products and benefits.

Understand the stated and unstated needs of each member.

Administer proper solutions.

Multitasking in a fast-paced environment.

Customer Service Representative/Teller/Personal Banker

Customer Service/Projects/Sales/Transactions/Communication

Provide impeccable customer service.

Complete customer transactions efficiently and in a timely manner.

Communicate effectively with customers, non-customers, and employees.

Ensure teller drawer is balanced, organized, and stocked.

Complete all teller handling transactions regarding compliance.

Coordinate projects

Provide additional product information to customers.

Open checking and savings accounts, CD’s, IRA’s, and Safe Deposit Boxes.

Process loans-personal, car, and credit cards.

Implement strategic sales goals to increase branch revenue.

Promote team atmosphere to enhance employee relations.

Establish outstanding customer relations to retain customers.

Teller/Branch Management

Communication: Reports/Presentations/Plans/Schedules/Correspondence

Run monthly branch reports.

Process and maintain all branch files.

Implement new company policy updates.

Conduct monthly employee evaluations for all tellers.

Complete quarterly employee development plans for all tellers.

Provide positive feedback along with constructive criticism.

Create shift schedules for all employees.

MANAGEMENT/OPERATIONS/SERVICE/SALES/HIRING/TRAINING

Oversee branch teller operations.

Project Coordinator

Manage branch compliance and manage branch cash flow of $1,000,000.00

Manage all teller drawers, the vault, night drop, consignment items, and the ATM.

Head branch meetings for all employees: policies; procedures; sales; service; compliance.

Provide impeccable customer service.

Establish outstanding customer relations with constant availability to address all concerns.

Conduct interviews and recommend hiring of exemplary candidates.

Organize and oversee training for all tellers and teller managers.

Conducted monthly developmental meetings.

Develop and implement strategic sales goals to increase branch revenue.

Promote team atmosphere to enhance employee relations.

Encourage an open door policy to strengthen manager and employee relations.

Employment History

KEYBANK–Colorado Springs, CO

Personal Banker: 2018 to currently employed

USAA–Colorado Springs, CO

Financial Foundation Insurance Advisor; Customer Service Representative: 2015 to 2018

HOME–Fort Worth, TX; Colorado Springs, CO

Domestic Engineer: 2010 to 2012; 2012 to 2015

Fulltime undergraduate student: 2010 to 2012; 2012 to 2014

WELLS FARGO BANK–Saginaw, TX

Teller Manager; Trainer; back-up Branch Manager: 2005 to 2010

OMNIAMERICAN CREDIT UNION–Grapevine, TX

Teller; Personal Banker; Teller Manager: 2002 to 2005

O’DWYER’S IRISH PUB–Irving, TX

Cocktail Waitress; back-up Bartender: 2001 to 2002

TEXANA STEAK HOUSE–Arlington, TX

Cocktail Waitress; back-up Bartender: 2000 to 2001

MULIGAN’S–Arlington, TX

Cocktail Waitress; back-up Bartender: 1999 to 2001

WELLS FARGO CALL CENTER–Southlake, TX

Personal Banker; Customer Service Representative: 1999 to 2000

TACO BELL–Arlington, TX

Cashier; Lobby Host; Trainer; Customer Service Representative: 1994 to 1997

Education

UNIVERSITY OF MARYLAND UNIVERSITY COLLEGE– (ONLINE) ADELPHI, MD

Masters of Science with an emphasis in Project Management: Current

GPA: 4.0/4.0

UNIVERSITY OF MARYLAND UNIVERSITY COLLEGE– (ONLINE) ADELPHI, MD

Bachelor of Arts in English with a minor in Psychology: 2010 to 2014

GPA: 3.7/4.0

EASTERN OKLAHOMA STATE COLLEGE – WILBURTON, OK

Associates Degree in Theatre Arts: 1997 to 1999

GPA: 3.2/4.0

JAMES BOWIE HIGH SCHOOL– ARLINGTON, TX

Diploma: 1994 to 1997

GPA: 3.4/4.0



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