Customer Service, de- escalation, customer retention

Zaqkasha Ann Freckleton, NP

**** ***** **** ******, *********, Fl 34736, tel: 919-***-****, email: ************@*****.***

OBJECTIVES:

An assertive, self-motivated and organized individual who is confident and poised in interactions with individuals at all levels, with over 10+ years Administrative/ Customer Service experience. Demonstrates tolerance of differing views, personal integrity, resourceful and competent.

● Exposed to several courses including but not limited to Supervisory Management, Financial Accounting, Business Law, Marketing and Communications, Public Relations, Small Business Management and Business Administration.

● Strong problem solving skills

● Ability to manage projects, tasks and timelines

● Strong communication and leadership skills

● A valuable team player, vibrant, and results oriented EMPLOYMENT HISTORY

Seiretsu, LLC -

Payroll Administrator (ADP Software) - July 2023 to present

● Duties inc: Process and manage all aspects of payroll, including calculating hours, calculating deductions, processing new hires and terminations and ensuring compliance with relevant regulations;

● Administer employee benefits including health insurance, retirement plans, and other benefits;

● Prepare and maintain accurate and timely payroll records and reports;

● Resolve payroll discrepancies and answer employee questions about payroll and benefits;

● Ensure compliance with federal and state regulations including tax and labor laws;

● Keep up to date with changes in Payroll regulations and adjust payroll systems and processes accordingly;

● Collaborate with HR and Accounting teams to ensure accurate and timely processing of payroll and benefits,

● Assist with Ad-hoc financial reporting and analysis as needed. Wells Fargo Bank Na - North Tavares, Fl - July 2022 - September 2023 Associate Personal Banker SAFE

Florida State Notary Public

Accomplishment : Moving the Branch Client Experience from 54% to 96% within the first month of face to face client interactions

Instrumental in achieving over $2M in deposit growth due to client engagement and Partner referrals

● Performs various banking functions for customer including opening accounts, performing account maintenance, troubleshooting online banking queries, check orders et al

● Provide information on products or services

● Resolve customer disputes, etc.

● Maintaining and deepening relationships with customers through regular contact and communication

● Ensure that branch operations are organized and well-managed

● Work under general supervision; may be assigned additional tasks and/or projects as needed

● Complete special assignments as directed

● Resolve issues related to the operation of the branch office

● Maintain confidentiality of proprietary information

● Adhere to all company standards of conduct.

● Expert knowledge in our online platform to help our customers navigate the self service features leading to superb customer service

● Performing Teller functions such as cash handling, risk mitigation, vault support, approval overrides, cash and check deposits;

● Assisting clients with Loan / Credit application processing. JP Morgan CHASE Bank - Associate Banker - Cary NC - May 2021 - March 2022

● Exhibiting strong customer service skills, presenting consumer-bank focused products and services while proactively educating clients on utilizing available access channels

● Proactively collaborating with others to help customers

● Helping to build relationships with customers by connecting them with team members who can help them address their financial needs

● Ensuring financial transactions are completed accurately and efficiently, while complying with all policies, procedures and regulatory and banking requirements

● Supporting customers with traditional banking needs and complex service transactions putting the customer’s needs at the center of everything

● Providing proactive customer outreach to gauge success and offer new tools to help customers meet their consumer banking and investment goals.

● Expert knowledge in our self-service digital platform to communicate options to complete banking needs whenever required.

State Employees Credit Union (SECU) - Sept 2020 - March 2021 Financial Service Representative - Branch /Retail Operations

● Providing exceptional customer service to all members utilizing the credit unions tools and resources

● Assist members in all areas of consumer lending and make lending decisions consistent with SECU loan policies.

● Assist with collection efforts as needed.

● Review and process loan payment reversals.

● Assist with balancing loan data.

● Handle establishment of new membership, open all accounts, and

● process changes in accounts.

● Educate members on available services and make recommendations based on their needs.

● Assist members with account problems, checking reconciliations, or errors in transactions.

● Answer phone, file documents, and perform other clerical duties as needed. Fidelity Investments - Durham, North Carolina - March 2019 - July 2020 Financial Service Associate I - Defined Contributions /(401K) Call Center Operations -

● Answering customer queries with a professional attitude and manner while adhering to measurable departmental goals

● Processing transactions accurately

● Effectively utilizing and navigating internal resources to arrive at the right solution for the client e.g. computer systems, online resources, and business partner relationships

● Actively participating in Quality Improvement Process;

● Demonstrating excellent call handling skills, patience and respect with complex and non-complex calls

● Establishing rapport with customers, making them feel unique and valued.

● Defined Contribution (401K) Plan Training and ongoing education and learning.

● Defining a problem clearly and raising concerns appropriately when necessary.

● De-escalating calls by demonstrating product knowledge thereby gaining client confidence SunTrust Bank, Apex, North Carolina (year Feb 2016 – Feb 2019) Financial Services Rep.

● Developed and expanded new client relationships through proactive outreach to shoppers and clients utilizing the total space of the retail store.

● Meet annual sales goals and sales activity targets

● Utilized resources to conduct consultative conversations and provide financial solutions that meet client’s needs across all product and service lines – not limited to deposit and credit products

● Identified and made appropriate referrals to other lines of businesses

● Promoted SunTrust products and services by prospecting for new client relationships throughout the host store

Universal Banker

As a Universal Banker, I was responsible for providing exceptional in-branch client experience by handling every client need from sales to serviceutilizing a needs-based selling approach.

● Ensured the client felt welcomed and provide them with a one stop experience in processing transactions and fulfilling their sales and service needs

● Established new banking relationships with clients ensuring they are offered all the products and services that are appropriate given their financial needs

● Provided account servicing and maintenance, and assist with problem resolution for clients in accordance with all established procedures and regulations

● Processed transactions accurately, assist with operational activities and responsibilities, and maintain flexibility between performing teller and sales related transactions

● Encouraged clients to use self-service banking solutions including, ATMs, on-line, and mobile banking to enhance their service experience Retail Banking

Senior Teller

● Utilized resources to conduct consultative conversations and provide financial solutions that meet clients’ needs.

● Identified and made appropriate referrals to other lines of business

● Promoted banks’ products and services by prospecting new client relationships

● Maintained the ability to handle a variety of operational tasks accurately and efficiently according to established processes and guidelines such as :

a) Cash handling

b) Risk mitigation

c) Client authentication

d) Deposits and withdrawals

e) Payments and transfers

f) Consignment sales

● Used skills, ability and aptitude to deliver world class sales and service to new and existing clients

RBC Royal Bank- Kingston, Jamaica (Year 2003- 2014) Retail Banking/ Corporate Banking /Customer Service-

● Increased Loan portfolio by engaging new clients through data calls

● Worked with senior management to create and enhance ad hoc financial analysis reports as needed

● Addressed clients’ needs by providing banking solutions and account information

● Consistently drove shareholder value by actively marketing the banks’ products and services, referring loans and utilizing strategies to minimize operational cost in order to increase profitability.

● Utilized customer and people skills to build good-will, create and maintain customer confidence and improve Bank image through effective problem resolution and deepened customer relations.

● Provided prompt quality service to ensure customer retention and sales.. Compliance and Risk Management

● Established first line of defense risk management practices with special focus on balancing business needs and risks across multiple geographies and among multiple suppliers while aligned to RBC risk management frameworks and policies with particular targets as it related to incoming wire transfers;

● Monitored and assessed client transactions ensuring full compliance relating to anti-money laundering procedures, reporting suspicious activities when observed which when escalated saved the Banks’ reputation and avoided financial penalties

● Oversaw and provided strategic direction to the ongoing development and maintenance of the Governance Risk Sourcing Controls Standard and related compliance processes

● Ensured that global sourcing risks are consistently identified, mitigated and reported/escalated enhancing RBC’s ability to anticipate and manage global sourcing risks effectively.

Secretary – Electronic Banking

● Consistently maintained Customer and Staff confidentiality

● Prepared letters, memos and reports with accuracy and within specified time frames

● Consistently maintained an accurate filing system for easy retrieval of information

● Identified and visited potential sites in conjunction with the manager as it related to ATM construction taking into consideration traffic volume, feasibility and profitability.

● Liaised with Information Technology in trouble shooting strategies for Point of Sale (EBC), ATM, Debit and Credit card clients.

● Assist in the sales, marketing, system set up and retention of Point of Sale merchants.

● Ensured that suppliers / creditors were accurately compensated for services provided

● Involved in the successful launching of Online Banking service that placed the Bank in a better position to compete in the financial service industry Seprod Group of Companies, Jamaica (1997 – 2003)

Secretary – Human Resource/ Personnel Dept.

● Re-organized the Departments’ filing system, thereby ensuring accuracy in staff information for easy retrieval

● Monitored employees punctuality and leave of absences in conjunction with the Information Technology Department and Payroll Department

● Attended and prepared Minutes of both Group Safety and Executive Committee meetings;

● Assisted with the interviewing of Trainees and Production workers;

● Always maintaining a high level of confidentiality within the organization

● Ensured that all staff was equipped with uniforms and lunch subsidies (meal tickets)

● Created and maintained Production and Inventory reports.

● Demonstrated working experience independently performing analytical duties in support of planning, development, evaluation and decision-making affecting administrative and operational aspects of office-wide operations

● Providing advice and assistance on overall division management matters such as work-flow, records management, training, and/or enhanced document production;

● Providing guidance to upper-level management on personnel, human resources, administrative, and organizational issues related to departmental goals EDUCATION AND TRAINING

UNIVERSITY COLLEGE OF THE CARIBBEAN (2013)

Associate of Science Degree – Business Administration (Cum Laude) Professional Certificates:

● Supervisory Management - University of the West Indies - Undergrad

● Small Business Management

● Public Relations

● Spanish Language Level 2

● Life & Health Insurance Licensing - Kaplan University Other Training & Achievements

● Securities Documentation – RBTT Bank Ja. Ltd.

● Teller operations (Informal) – RBTT Bank

● Emergency Warden/ Fire & Safety – RBTT Bank

● Anti-Money Laundering Procedures – RBC Bank

● Life and Health Insurance Certification - Kaplan University

● Notary Public - Florida State

● National Multisystem Licencing Services

● Series 65 - Investment Licensing - Purdue University (currently pursuing) - Kaplan

● Florida Real Estate License (Currently pursuing) - Van Ed

● ADP Software Payroll Training

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