Customer Service Delivery

ad28lx@r.postjobfree.com 202-***-**** Oviedo, FL *2765

PROFESSIONAL SUMMARY

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

WORK HISTORY

Trustco Bank -Oviedo

Branch Manager Assistant 06/2022 12/2022

• Assists manager in efforts to reach profit, performance, and customer service goals.

• Oversees banking services, especially customer service, to ensure excellence; contacts or assists customers and prospective customers.

• Reviews and manages staffing procedures, ensuring that staff assignments and responsibilities are reasonable, and that salary structure is equitable.

• Coordinates communication with branch staff.

• Works to meet branch performance standards including operating loss control, bank secrecy, and compliance with policies and procedures.

• Oversees and assists with the preparation of all branch reports for approval by manager.

• Attends and participates in periodic staff meetings.

• Manages branch operations when manager is absent.

• Performs other related duties as assigned.

Virginia International University. Fairfax,VA, VA

University Advancement 10/2012 - 03/2013

● Prepared daily reports needed by other departments.

● Conducted annual assessment's for faculty.

● Oversaw and enhanced public relations and funding programs for University

● Designed and edited promotional publications such as brochures. Jerusalem Bank . Ramallah, Palestine

Head of Customer Care Unit 01/2011 - 11/2011

● Led process improvement and

problem-solving efforts to

create standard procedures

and escalation policy for

customer support team.

● Organized daily workflow and

assessed appropriate staffing

to provide optimal service.

● Evaluated interactions

between associates and

customers to assess personnel

performance and implement

strategies for customer

satisfaction improvement.

● Conducted training and

mentored team members to

promote productivity,

accuracy and commitment to

friendly service.

● Performed duties and

provided service in

accordance with established

operating procedures and

company policies.

● Performed new customer

service policies led to

increase about 20% in sales.

Cairo Amman Bank . Ramallah,

Palestine

Head of Quality Control Unit

02/2006 - 01/2011

● Streamlined QA processes by

working closely with

development teams and

staying abreast of changing

service demands.

● Created and deployed best

practices to improve

efficiency and provisionally.

● Reported repeated issues to

supervisors and other

Hend Alshobaki

departments, collaborating to identify issue roots and rectify problems.

● Generated and submitted detailed reports to regulatory agencies and company leadership to help drive enhancements.

● Supervised more than 50 customer service representatives in branches.

Arab Bank. Ramallah, Palestine

Customer Service Representative and Cashier 06/2003 - 01/2006

● Educated customers on use of banking website and mobile apps.

● Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.

● Monitored self-checkout systems and provided assistance or intervention where required.

SKILLS

● Supervision

● Training & Development

● Interpersonal Communication

● Planning and Coordination

● Critical thinking

● Customer service

● Good listening skills

● Conflict resolution

● Written Communication

● Flexible & Adaptable ● Teamwork

EDUCATION

Virginia International University

Fairfax, VA 05/2013

MBA: International Business

Berzeit University

Ramallah

07/2006

MBA: Business Administration And Management

Berzeit University Ramallah-Palestine 07/2001

Bachelor of Science: Finance

● Completed highly accurate,

high-volume money counts via

both manual and machine-

driven approaches.

● Identified sales opportunities

and referred customers to

branch partners in financial

services.

● Stocked supplies for

customers and personal teller

station.

● Assisted customers with

setting up or closing

accounts, completing loan

applications and signing up

for new services.

● Worked with at least 200

customer per day.

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