Customer Service Microsoft Office

Laila Popal

****D Harrowgate Circle, Springfield, Virginia 22152

Tel: 571-***-**** - ************@*****.***

https://www.linkedin.com/in/laila-popal-21873527

Summary of Qualifications:

Highly organized and detail oriented. Outstanding communication, presentation, and sales skills with the ability to meet and exceed operational deadlines. Provide excellent customer service and assist in a friendly, positive, helpful and responsible way. Utilizing Microsoft Office with a PC Computer and creating a variety of documents.

Employment:

Customer Care Specialist March 2016 - Present

Cardinal Bank Mclean, VA

Accepts inbound calls and makes outbound calls to enhance client relationships and to sell deposit and credit services.

Provides follow up to ensure sales and customer satisfaction to include direct mail and marketing campaigns.

Captures loan applications for multiple business channels

Performs quality control functions, various reporting and tracking.

Listens to and resolves client complaints and or requests, in a timely efficient manner, through proper procedures, as established in the policies guideline.

Communicates with clients via the phone, email and web.

Maintains Sales & Referral Goals as set by the department.

Maintains Service Quality as set by the department.

Responsible for complying with the various rules, regulations, policies and ethical standards governing the financial services industry including compliance with the Bank Secrecy Act.

Performs other duties as assigned.

Knowledge of all Deposit and Retail Loan products.

Strong verbal and communication skills required to handle multiple tasks, fulfill requests and handle problem resolutions.

Strong PC and data entry skills to include Microsoft Office

Availability to work flexible hours, including early morning, evening and some weekends

Determine the best products that will meet customers’ needs.

Determine the best solution to customers’ issues.

No formal policy setting responsibility. Policies associated with the job’s purpose and essential responsibilities are set by others

Teller July 2014 – March 2016

Cardinal Bank Arlington, VA

Elite Reward Program – Meeting and exceeding requirements for drumming up business.

Drum up business by developing sales specials to target audience in a specific territory.

Blitzing in order to increase customer knowledge about products.

Greet customers and assist in directing and planning services to best fit their needs.

Following up with customers to ensure needs are being met.

Increase one-on-one banking with customers.

Community banker, assisting in the development and implementation of programs to help the community.

Lead Teller June 2013 - November 2013

Wells Fargo Fairfax, VA

Leading staff to the next level, coaching and providing direction

Consistently striving to achieve and exceed goals.

Process requests quickly and accurately in order to reduce customer wait times

Solves customer issues – waiting in line too long, their product fees have increased, or they found an error in their statement.

Accepts checks for cashing; verifies endorsements and acceptability; make a change.

Enters transaction data on the accounting system terminal; consults database to check status of financial accounts or verify information when necessary.

Counts cash drawer upon opening to verify amount; ensures enough cash is kept in drawer for daily needs by ordering from the vault.

Conducts a variety of customer service tasks which may include providing account balances, transferring funds, tracking deposits and various record changes.

Maintains and accounts for cash drawer and daily transactions; reports discrepancies.

Branch Designee/Lead Teller August 2012 - June 2013

Bank Teller December 2010 - July 2012

Capital One Fairfax, VA

Winner of the “One Award” twice in 2011, by offering exceptional customer service and providing over 190 referrals. Consistently striving to achieve and exceed goals.

Process requests quickly and accurately in order to reduce customer wait times

Solves customer issues – waiting in line too long, their product fees have increased, or they found an error in their statement.

Identifying different methods, culture and attributes for each branch, 15% travel, implementing changes in home branch to be most effective.

Standard teller functions, counting cash, performing audits, etc.

Answers questions and provides information to students, staff and faculty about fees, procedures, policies or related issues.

Cashier (Stand-in head cashier and supervisor) May 2007 - March 2012

Barnes and Nobles Bookstore at George Mason University Fairfax, VA

Assisted customer to obtain textbooks, trade books and study guides; record customer purchases on a point-of-sale computer cash register; accept payment by cash, check or charge card ensuring verification of proper identification according to established procedures; place merchandise and receipt in the bag for the customer. Cleaned and displayed merchandise; restocked shelves and conducted periodic inventories of merchandise to be ordered.

Developed email schedule to staff, reduced staffing issue of no shows by 80%.

Maintained inventory records for all text and trade books; edited and reconciled all purchase orders, receiving reports and invoices; assisted in coding and pricing of all bookstore merchandise.

Interfaced with customers to handle customer complaints, returns, exchanges and book buybacks in accordance with established store policy, advised customers of the status of books on order and assisted customers in obtaining new and used books from other sources, within the policy.

Monitored assigned area for customer shoplifting and notified an immediate supervisor. Maintained assigned area in clean and orderly condition. As well as, cash experience to include selling, renting, returns and buybacks. As well as stand-in for head cashier and lead for kiosk at Mason Games

Office Assistant January 2004 - December 2006

My Word Desktop Publishing Alexandria, VA

Trusted and knowledgeable back-up for training sessions

Assisted students to enable them to keep up with the instructor. Advised or gave suggestions on making projects more artistic

Assembled projects, created booklets and interacted with clients on a daily basis

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