Juana K. Felton

*** ******** ***** #*** ****: 917-***-****

Virginia Beach, VA 23452 Email: acq46r@r.postjobfree.com

Customer Service Professional

Highly skilled service professional with extensive experience in customer service and client relations combined with administrative expertise. Solid ability in project management, executive meetings as well as handle accounting functions and administrative reports and documents. Keys to my success are in relationship-building and performing tasks with 100% efficiency and productivity.

Key Skills Assessment

Conduct daily operations in a professional environment and carry out policies that ensure timeliness, efficiency, and chain of information structure.

Serve as go-to point person for team members, providing all necessary support, identifying and addressing urgent matters, insuring proper and timely follow through.

Provide executive and administrative support such as managing high-impact meeting scheduling, anticipating needs and prudently administering personal and business calendars.

Research any special request(s) with exceptional attention to detail; compile precise reports and presentations in order to prepare executives for meetings and presentations.

Professional Experience

Seasonal Floating Teller PNC Bank Virginia Beach VA 10/14-07/15

Notable Contributions:

Process a variety of routine and complex transactions for branch customers, including deposits, withdrawals, and loan payment processing

Apply product and procedural knowledge to solve customer problems appropriately and efficiently

Demonstrate a high level of courtesy and efficiency with customers, continuously exceeding expectations with servicing skills

Knowledge of policies and procedures, and the demonstration of the ability to apply this knowledge to real situations and customer interactions-escalate when appropriate

Indicate a thorough knowledge of PNC capabilities, educating customers whenever possible on alternate delivery methods and channels.

Seasonal Client Service Professional H&R Block, Virginia Beach VA 01/14-04/15

Notable Contributions:

Answer incoming calls and transfer accordingly to appropriate individuals

Create and maintain all client information in database for daily scheduling and calendar management

Determine charges for services requested and collect payments and prepare for deposits

Greet visitors and direct them to the proper tax professional

Identify products and services to aid the client satisfaction

Sales Merchandiser H&M, Virginia Beach, VA 2011 – 2013

Notable Contributions:

Resolve customer service and billing complaints, Perform activities such as exchanging merchandise

Provide excellent customer service according to H&M standards

Opening and closing procedures and daily, weekly and monthly routines including banking and corrections

Conducts and follows up on account reconciliation of all monetary accounts which includes daily verifications and corrections, research all cash differences and follows up with management and loss prevention

Partner with Store Manager to ensure the store’s compliance with all cash office routines for Company audit

Juana K. Felton- Page 2

Teller Wells Fargo New York, NY 2008 - 2011

Notable Contributions:

Daily balancing of the systems vault and teller draws, order a supply of cash to meet daily needs

Set up client accounts and update system on a daily basis for checks; Set up all debit card accounts

Provided support to the sales team, ensuring all sales and service objectives are met

Perform queries in multiple databases

Process 40+ transactions per day of large cash deposits and withdrawals

Resolve issues in a methodical manner independently to find appropriate resolutions, in high levels of quality customer service

Customer Service Lead Auditor SAKS Fifth Avenue Off, New York, NY 2008 - 2010

Notable Contributions:

Set up client accounts and update system on a daily basis, prepared weekly reports for sales departments

Responsible for reconciling cash deposits, credit cards, and gift card for deposits

Reviewed and issued audits on account information and process

Processed all customer service issues regarding ordering fulfillment and send sale returns on merchandise

Monitor quality control for coupons usage, track problems for review and determine adequate procedure

Key Holder (MIT Manager in Training) Cole Haan, White Plains, NY 2005 - 2008

Notable Contributions:

Managed the opening and closing store daily

Direct all daily operations and staff of 12 for store worth $2 Million in annual sales

Implement and control in store activities to achieve sales and profitable targets

Goal setting provided timely feedback and coached employees at all performance levels

Handled all incoming/outgoing of customer repairs and issues

Education & Training

ASA Institute of Business and Computer Technology Brooklyn, NY

Associate Degree Occupational Studies 2004

St. Joseph’s College Brooklyn, NY

Bachelor of Science 2015

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