Customer Service Digital Banking

A.Deneen Offutt

***** *** ****** ******, ** ***** 240-***-**** ******@*****.***

QUALIFICATIONS PROFILE

DIGITAL BANKING ANALYST/TREASURY MANAGEMENT

Exceptional interpersonal and communication skills with proficiency to promote confidence and build and maintain strategic business/client relationships while interfacing positively with people of diverse backgrounds.

Ability to manage multiple tasks without compromise to quality or productivity.

Detail-oriented and sound organizational skills achieving results beyond company goals and objectives.

CORE PROFESSIONAL STRENGHTS

Training & Staff Development

Performance Management

Client Relationship Management

Coordination & Planning

HR Policies & Procedures

Employee Relations

PROFESSIONAL EXPERIENCE

EagleBank Silver Spring, MD October 2018-December 2023

Digital Banking Specialist II/Digital Banking Analyst/Implementations

Consistently provide excellent customer service to internal and external customers.

Provide technical support to customers as it relates to products, services, and industry practices.

Liaise with customers and bank staff to ensure the implementation of treasury services and training of end users.

Respond to and resolves escalated calls received from internal Customer Care Center and branches.

Respond to phone and/or email inquiries from internal and external customers.

Maintain department files and records.

Monitor Daily reports for accuracy, ensure all work processed is in compliance of departmental procedures and take appropriate action when needed.

Assist with other duties as assigned.

Capital One Bank Laurel, MD October 2012-October 2019

Sr. Inbound Service Rep

Interacted with customers to provide them with quality customer service and information to address inquiries regarding products and services.

Troubleshoot and investigated customer problems, consult with customers to analyze products and services that best meets their needs

Functioned as a Subject Matter Expert and applied expertise to support the organization's vision and strategic direction by Coaching and mentoring new hire during their training and nesting.

Provides exceptional service with every interaction while increasing business

PROTOCALL (previously Novo 1) Laurel, MD July 2004-September 2012

HR Administrator

Communicate and cordially work with other departments to ensure efforts are coordinated and a high quality of service is provided.

Responded to inquiries regarding company policies, procedures, and programs.

Establish and maintain effective communication between personnel and all levels of management

Conducted HR presentations and briefs on ethics, sexual harassment, and benefits.

Assist in maintaining complete and accurate personnel files, documenting achievements and/or disciplinary actions.

Distribute pay checks and troubleshoot inaccuracies as necessary.

Organize monthly activities/functions for personnel, ensuring high morale amongst employees and management.

Answered multi-line telephone system, screened and directed calls to appropriate parties.

Sales Representative

Identify prospects by reading telephone and zip code directories and other prepared listings.

Call prospective customers by operating telephone equipment, automatic dialing systems, and other telecommunications technologies.

Influence customers to buy services and merchandise by following a prepared sales talk to give service and product information and price quotations.

Complete orders by recording names, addresses, and purchases; referring orders for filling.

Developed excellence in sales training course and expanded territorial sales.

Secure information by completing data base backups.

Contributes to team effort by accomplishing related results as needed.

Quality Assurance Specialist

Maintain accurate and complete documentation during each monitoring session.

Provide constructive feedback for Telesales Representatives (TSR’s) and Management as needed.

Schedule and conduct remote monitoring sessions with clients in order to ensure TSR’s are performing up to Protocol standards while maintaining professionalism and confidentiality.

EDUCATION & PROFESSIONAL DEVELOPMENT

Northern Arizona University, College Park, MD Customer Service Management (Cert) December 2011

Surrattsville High School, Clinton, MD Honor Roll Graduate June 1997

ADDITIONAL SKILLS

MS Office (Word, Excel, Access, Outlook, PowerPoint) Windows NT/2000/XP/Vista Adobe Acrobat

References Available Upon Request

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