Shareese Baines

973-***-****

Profile

Organized and reliable banking call center professional who excels at meeting the needs of the customer while promoting the bank’s growth by cross marketing products and forging long lasting business relationships. Resolution and goal driven, with 11 years of banking call center experience, the last 3 years primarily focused on servicing personal and business customers regarding online/mobile banking product and services.

Professional Experience, Responsibilities, and Achievements

Sr. Online Banking/RDC Specialist, Electronic Banking Dept., Valley National Bank, Wayne, NJ 10/2015-9/2019

Assist both customers and non-customers with online/mobile banking services via email, phone, and/or secure chat available through online banking on their computer and/or mobile device.

Use Sales Force CRM system to verify customer identity, track and document customer communication, as well as submit request for management review or approval in cases of escalation and exceptions.

Assist customers with everyday banking inquiries, with a focus on electronic resolution such as bill pay investigations and processing, navigation of site and mobile application, and technical troubleshooting, such as password resets, and saving passwords to their internet browser, in addition to scanner issues dir business customers for remote deposit including,but not limited to 3rd party assisted driver installs,new user setup, scanner or and traxking,tracking, assigning accounts and limits to various users,and updating reports regarding removals of users and limit increases/decreases for mobile/remote depositors and bill pay users.

Ensure all daily task received within the business hours of the department are completed in a timely manner, accurately and according to the guidelines set in the policies and procedures for the department and call center.

Payroll Specialist, Paychex, Small Business Payroll Dept., Piscataway, NJ 4/2014-9/2014

Collecting timesheets and processing payroll for over 300 non-exempt employees of over 15 small business in the greater metro New York area.

Calculating overtime and number of working hours in a month and drawing the correct pay.

Preparing payroll-related and tax reports

Reconcile difference in pay in employees’ pay

Updated and maintained payroll records and supported in internal and external auditing when necessary

Promote products and services to existing and potential customers when it will better suit their needs, resulting in new business and/or an extended business relationship with the company.

Account Manager/Sr. Call Center CSR, Bank of America, Newark, NJ 5/2005-5/2013

Effectively managed a high-volume of inbound and outbound customer calls.

Answered a constant flow of customer calls with up to 10 calls in queue per minute.

Addressed and resolved customer product complaints empathetically and professionally, defusing volatile customer situations calmly and courteously.

Gathered and verified all required customer information for tracking purposes

Managed customer calls effectively and efficiently in a complex, fast-paced and environment

Made outbound collection calls on credit card accounts between 5 days past due and 180 days past due (charge-off)

Education

Gibbs College, Livingston, New Jersey 2003-2005

A.A.S Business Administration

Tools and Skills

Tools: MS Office Suite, AS400, Sales Force CRM, Digital Insight/Admin Platform, CST Bill Pay Portal, CCX and Net Capture Remote Deposit Application for Business Check Scanning

Skills: Team Player, Detail Oriented, Enthusiastic about learning new things, and a quick learner

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