Kimberly Bailey-Williams

*** ****** ***** *****Orange Park, FL. 32073 acrpvv@r.postjobfree.com

Dedicated customer service manager with 15+ years of experience in retail banking and office management. Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations.

Respected builder and leader of customer-focused teams by creating and sharing enthusiastic commitments to customer service, as a key driver of company goal attainment. Consistently leading by example and ensuring the execution of all safety, security, quality of bank of office operational policies.

Areas of Expertise

Customer Service Management Customer Satisfaction Enhancement Teambuilding & Training

Complaint Handling & Resolution Front-End Supervision Cost Reduction Strategies

Retail Operations Management Sales & Margin Improvement Cash Application

Professional Experience

One Call Care Management - Jacksonville, FL 11/13 - 9/15

Cash Application Processor-Research, validate and process requested adjustments to payments applied.

Review, research, validate and post in Oracle a required amount of error free receipts per day, while abiding the policies and procedures set forth by management.

Performed special projects as assigned by management

Convert receipt to a claim or refund if required after research

SunTrust Bank - Jacksonville, FL 8/03 – 10/11

Teller Manager, 8/08 – 10/11

Previous Positions: Teller I, Teller II, Teller III & Teller IV

Promoted to management position to hire, train and motivate all tellers and teammates. Supported an environment in which customers would enjoy high levels of service and employees are motivated to deliver top performance. Manage front-end operations to ensure friendly and efficient transactions at the teller line.

Won “Operation Excellence” consecutively for cash flow management.

Won “Service Excellence Award” for instrumental role in driving record-high customer service ranking, propelling the bank to improve the overall area ranking.

Won “Mortgage Champion” for stimulating mortgage sales and client feedback.

Elevated bank customer-satisfaction index from 86% to 92%; ensured the swift resolution of customer issues to preserve their loyalty, while complying with company policies.

Managed the highest volume branch of Jacksonville, with top accuracy.

D. Ray James Correctional Facility - Folkston, GA 10/01 – 6/03

Office and Communication Manager-Directed ten Maintenance employees and maintained inventory and cost controls. Maintained high standards of safety, that complied with regulatory guidelines. Input all phone requests for approval by the warden.

Created and implemented a tracking system for all man hours, for more efficient work days.

Introduced training programs that enhanced the employee performance and helped build a more motivated workforce

First National Bank - Folkston, GA 9/96 – 10-01

Teller to Teller Coordinator – Coordinate the teller schedule, coaching and development.

Balanced Vault, ATM machine and audit all tellers

Processed all personal and business, monthly statements

Reviewed and consolidated all end of the day reports

Education and Training

Valdosta State College – Valdosta, GA completed core classes

SunTrust University – Jacksonville, FL completed numerous courses and seminars in customer service, sales strategies, bank regulations, code of conduct and products.

*References given upon request

Contact this candidate