Sales Customer Service

Tanya Townsend

Sales Support Specialist II - Capital One Bank

Manassas, VA

**************@*****.*** - 704-***-****

● Administrative support

● Meet deadlines

● Problem resolution

● Schedule management

● Critical thinking

● Meets/exceeds goals

● Self-starter

● Attention to detail

● Microsoft Office skills

WORK EXPERIENCE

Sales Support Specialist II

Capital One Bank - May 2011 to Present

McLean, VA

● Identify cross sell opportunities.

● Proactively call customers to deepen business relationships and identify potential opportunities.

● Proactively call prospects to schedule appointments.

● Research information for customer and prospects calls including pitch-book preparation.

● Gather required documentation and information for deposit openings, and other product sales including

treasury management products and new loans.

● Collaborate with branch associates, business solutions center, and internal partners to ensure that the

highest quality customer service is provided and that customer issues/request are resolved accurately and

timely.

● Maintain Data Integrity to include bank systems, Client Assignments, Relationships, and SRM.

● Adhere to all bank policies and procedures.

● Acts as operational resource for team.

● Successfully mentor, coach, train, and develop new hires in daily operations.

● Assist Banker with new loan application input and information gathering.

● Meet with banker at minimum weekly to review, plan, and prioritize activities.

● Assist bankers in pipeline maintenance.

● Monitor the daily status of overdrawn accounts and gather information for appropriate approvals. Input

decisions within deadlines. Report repeat overdrafts to management.

● Pass all field audits and reviews.

● Prepare prospect letters and customer correspondence.

● Manage Calendar's, Submit Edits, and Travel Expense.

Service Manager II

Wachovia a Wells Fargo Company - Richmond, VA - May 2007 to May 2011

Supervise and coach direct reports in sales, service, and controls to increase sales productivity, customer

satisfaction and ensure branch is in regulatory compliance.

● Awarded and recognized quarterly for coaching tellers to meet branch sales and service goals.

● Utilize click-2Staff to schedule employees efficiently to maximize resource.

● Responsible for the overall function of branch sales, service, and operations.

● Manage, service, direct, monitor, and coordinate the functions of the teller team.

● Successfully mentor, coach, train, and develop new hires in daily operations.

● Accompany Bankers on client appointments to facilitate relationship building.

● Participate in annual business continuity testing & planning.

● Work with bankers, tellers, and other lines of business to ensure that Know Your Customer is met. Including

Customer Identification Procedure

Compliance Specialist

Wachovia Bank - February 2007 to May 2007

Richmond, VA

● Maintain Customer Identification Procedure database and case system.

● Place restrictions on accounts that are unable to be verified and make recommendations.

● Request legal documents from bank personnel to verify account and account holders.

● Responsible for handling correspondence and conducting research.

● Work with Compliance team to ensure that necessary client goals are met.

Assistant Branch Manager

First Market Bank - August 2006 to October 2006

Richmond, VA

● Supervised 5 direct reports in sales, service, and controls.

● Delegated responsibilities to develop a strong team.

● Trusted financial sales representative.

● Responsible for overall function of branch sales, service, and operations in absence of Branch Manager.

● Review, research, and reconcile profitability reports for discrepancies & accuracy.

● Trained and utilized many skills including cash management, teller transactions, sales, and internal audits.

Teller Manager

Wachovia Bank - August 2001 to August 2006

Richmond, VA

● Assisted a high volume of customers daily providing excellent customer service and accuracy with each

transaction.

● Delegated responsibilities to develop a strong team.

● Managed teller line in daily operations and branch production.

● Performed monthly audits to ensure that branch was compliant.

● Mentored new employees for branch and district.

● Answer incoming direct client calls regarding service or product inquiries & leverage internal contacts to

support clients.

EDUCATION

High School Diploma

Cheraw High School - Cheraw, SC

1993

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