Customer Service Financial Services

BLERINA LIKA

BROOMALL, PA ***** 610-***-**** **********@*******.***

Summary

Results-driven Branch Manager with over five years of comprehensive experience in financial services. Polished in managing branch operations, promoting, and marketing branch products and allocating funds. Deeply familiar with banking rules and regulations. Friendly, professional, and dedicated to promoting and maximizing sales opportunities.

Skills

Customer Service

Sales Support

Problem Anticipation and Resolution

Strategy Development

Proactive and Focused

Goal Setting

Risk Assessment

Service Oriented

Critical Thinking

Operational Reporting

Quality Assurance

Decision Making

Creative and Innovative

Employee Training Oversight

Team Development

Time Management

Team Building Leadership

Proficient in Microsoft Software

Experience

Branch Banker Sr January 2023 – Present

PNC Bank Newtown Square, PA

Maximizes sales potential by training new members in improved sales strategies.

Builds strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.

Boost’s customer base, acquiring new customers and identifying needs to deliver relevant products.

Provides first-rate customer service by identifying and addressing customer concerns and inquiries.

Trained in business banking, assisting with account openings, closures, and other sales solutions.

Inspecting operations cabinet daily to ensure proper compliance is being met.

Builds client rapport through frequent individualized recommendations for financial products and services.

Maximizes sales potential by training new members in improved sales strategies.

Compiles operational and risk reports detailing financial metrics to help management make proactive decisions.

BlackRock Financial Management July 2022- December 2022

Global Investment Operation

Cash and Asset Reconciliation

Completing day to day assigned tasks, including control reports, cash and position break resolution, inbox and dashboard monitoring, client and portfolio data maintenance, and daily subscription/redemption activity.

Providing high quality client service externally and internally. Address inquiries, perform controls, resolve problems, and mitigate risks for clients and internal BlackRock partners.

Preparing, and/or reviewing reconciliations between BlackRock, Asset Manager, and Custodian Bank. Includes researching differences and resolving them in a timely and accurate manner.

Performing ongoing maintenance of the existing accounts to reflect client or account level changes.

Working with external service providers, internal team members and other BlackRock groups to resolve issues, as identified.

Assist in special projects and initiatives to improve the service offering.

Business Banking Center Assistant Branch Manager August 2019 – July 2022

PNC Bank Media, PA

Monitors daily operations and supported Branch Manager in necessary duties.

Managing and coaching both teller line and platform employees daily around risk, operations, sales, and client engagement.

Setting expectations during Road to Success meetings weekly to ensure sales goals are being met in a timely manner

Delegating and inspecting daily to ensure assigned tasks are being met.

Creating and posting employees work schedule for the entire branch

Routinely speaking with Eco-Partners to ensure our pipeline is being worked and followed through. Trained and mentored highly effective teams to meet corporate service standards.

Developing employees by helping create their career development and performance evaluation plans.

Inspecting operations cabinet daily to ensure proper compliance is being met.

Previously assisted with other branch consolidations, ensuring a smooth client transition as well as operational soundness. Consistently leading by example when it comes to customer engagement, keeping the entire team fully energized and ready for a thorough client sales experience.

Trained in business banking, assisting with account openings, closures, and other sales solutions.

Worked as the sole business banker in a branch setting for roughly four months, while also acting as a Branch Manager during a lapse in leadership.

Previously trained current Branch Manager, getting him up to speed with PNC policies and procedures and helped guide with business banking solutions for our clients.

Builds client rapport through frequent individualized recommendations for financial products and services.

Maximizes sales potential by training new members in improved sales strategies.

Compiles operational and risk reports detailing financial metrics to help management make proactive decisions.

Builds strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.

Boost’s customer base, acquiring new customers and identifying needs to deliver relevant products.

Provides first-rate customer service by identifying and addressing customer concerns and inquiries.

Completes month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.

Manages largest branch in Delaware County, PA, achieving high customer satisfaction rates

Teller Lead June 2018 - August 2019

PNC Bank Media, PA

Assisted with staffing and scheduling of the Tellers

Managed the traffic and supported tellers with transaction when needed

Met individual established referral production goals

Sought clients and educated them on alternative delivery channels

Maintained responsibility for cash drawer and follows proper balancing procedures

Acted as a resource to identify and resolve more complex client servicing issues

Ensured that the branch facilities (internal and external) are maintained

Strong knowledge of branch operations

Accepted and accurately processed all financial service transactions

Supported sales goals through identification of prospects and referrals to sales experts

Responsible for training and onboarding new tellers

Teller April 2017 - June 2018

PNC Bank Media, PA

Processed daily client transactions, including deposits, withdrawals, money transfers, loan payments, cash advance, night drop bags, selling money order, cashier’s checks and Gift cards.

Accurately maintained records of each transaction and ensured all documentation and paperwork was in place and within compliance.

Assisted clients with various questions and concerns related to their accounts and bank products.

Inspected daily opening and closing branch procedures.

Inspected ATMs and monitors in the morning and throughout the day.

Reconciles cash drawer by proving cash transactions, counting, and packaging currency and coins.

Inspected 60-day restriction work

Complied with bank operations and security procedures by participating in all dual-control functions, maintaining customer traffic surveys, auditing other tellers’ currency.

Contributed to team effort by accomplishing related results as needed.

Assistant Store Manager April 2017 - June 2018

Qdoba Mexican Grill - Broomall Broomall, PA

Coached and developed store associates through formal and informal interactions.

Oversaw aspects of maintenance, inventory and daily activity management.

Delegated assignments based on team strengths to optimize floor coverage and service levels.

Provided mentorship for employees to generate sales, promote effective upselling and cross-sell to improve retail productivity.

Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.

Collaborated with staff to maximize customer satisfaction, streamline procedures, and improve bottom-line profitability.

Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.

Supervised cashiers in processing credit, debit, and cash payments to streamline sales.

Oversaw daily operations of store, including inventory and supply restocking, cash-handling, and assisting customers.

Assisted customers, answered questions, and resolved problems for stellar customer service.

Trained staff on daily duties and supervised and provided feedback, resulting in improved performance and customer satisfaction.

Analyzed inventory trends to guide product ordering and develop sales promotions to minimize overstock.

Education and Training

Master of Science, Insurance and Risk Management 2012 - 2014

Universiteti Aleksander Moisiu, Durres Albania

Bachelors in Finance 2009 - 2012

Universiteti Aleksander Moisiu, Durres – Albania

Bachelors in Logistics Management 2008 – 2010

Universiteti Aleksander Moisiu, Durres – Albania

Leadership Development Program – August 2019

Business Analytics with Excel, SQL, Python, Tableau - December 2022

Finance 5 – 2011

Languages and Computer Literacy

Albanian - Native

English - Very Good

Italian - Very Good

Proficient use of Microsoft Office Package

Finance 5

SQL

Python

Amadeus

Aladdin BLK

Host

Genesis

EDGE

Impact 360

Cloud Cords

Tableau

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