Customer Service Banking Representative
Resume:
Kimberly Fortier
Twenty five years experience in customer service and operations in the retail and bankIng industries
Vernon Rockville, CT 06066
*******@*****.***
Offering proven record of providing superior customer service and improving overall operations. Authorized to work in the US for any employer
Work Experience
Online Banking Representative
M&T Bank - BrIdgeport, CT
August 2022 to Present
• High inbound calls
• Troubleshooting Customer Online Banking Services
• Password Reset/Browser Troubleshooting
• Bill Pay Troubleshooting
• Zelle Troubleshooting
• Bank to Bank assistance
• Online Banking Enrollment
• Digital Wallet/Visa verification
• File transaction disputes
' Stop Payment Processing
• Quick Check Lending Payments
• Quick Books Troubleshooting
• Debit Card problem solving and Dispute filing
• Complaint Resolution
• Business Account Assistance
• Change Account Codes when Necessary
• Sales Referral
• Document Accounts
• Change Address and other information
• First Call Resolution
• Meet Adherence Goal
• Report Phishing/Smishing/Fraud
• Verification of Customer Identity
• Identify and Report Suspicious behavior and transactions
• Adhere to Bank Compliance
• Assistance with Self Service Processing
• Troubleshooting Devices
• Customer walk through to update Apps and how to Demo's
• Process Mortgage/Installment Loan/Retail Credit Card Payments Learning ambassador and quality control
Arnazon.com - North Haven. CT
May 2021 to July 2022
• Training new employees and cross training existing emptoyees
• Run machines involved with the print on demand book department
• Oversee qualitY of printers and other important factors involved with the quality of finished product
• Finalize the finished product for distribution to the customer Closing Manager
Dollar General - Bristol, CT
April 2020 to August 2020
' Responsible for nightly store recovery
• Ran cash drawer
' Customer Returns
• Balance cash/coin vault
• Prepare daily deposits
• Stock merchandise
FINANCIAL CONSULTANT
SELF-EMPLOYED - Woicott. CT
September 2012 to May 2016
• Mortgage refinance
• Client Billing and proposals
• Credit consolidation
• Business account balancing
Front End Supervisor
KMART - Waterbury, CT
August 2010 to April 2011
' Open store in morning
• Set cash drawers
• Customer Service Desk
• Balance cash and coin vault
• Run register
' Handle customer complaints
• Other duties as needed
Operations Supervisor
Bank of America - Bristol, CT
October 1989 to April 2005
Responsible for all operations of the branch ..Audit and Compliance Monitor cash and coin vault. Balance the AIM. Run the teller line. Scheduling and coaching. Interview new hires. Work service desk as needed. Loss prevention and monitor general ledger accounts' Monitor negotlab]e lnstniments, Monitor safe deposit box for escheatment. Monitor all branch logs for accuracy and wire transfer monitoring. Many other tasks as needed Education
Certificate in Recovery Coaching
CCAF\ - New Haven, CT
May 2022 to June 2022
Certificate in Health Claims Specialist
Branforc: Hall Career Institute-Branford Campus - Southington, CT September 2010 to AprIl 2012
Certificate in Banking
American School of Banking - Farmington, CT
September 1987 to February 2002
High school diploma or GED in Business
Wolcott High School - Wo]cott, CT
September 1980 to June 1984
SkilFs
• Cashiering
• Customer Service
• Mergers & Acquisitions
• Computer Skills
• Cash Handling
• Microsoft Office
• Account Reconciliation
• General Ledger Accounting
' Supervising Experience
' Billing
' Banking
. Bank Reconciliation
' Auditing
• Order Futfillment
• Journal Entries
' QuickBooks
• Basic math
• English
• Accounts Payable
• Accounts Receivable
• Office Management
• Financial Statement Preparation
• Microsoft Excel
American School of Banking certification course on management skills Health Claims SpeciaIIst
September 2010 to Present
• Coding
• Medical Billing
• Medicare/Medicare Health insurance Processing
• Claims Processing
• Medical Terminology
• Health Care Regulations
• Gap Insurance
Assessments
Sales skills – Proficient
September 2021
Influencing and negotiating with customers
Full resutts: Proficient
Supervisory skills: Motivating & assessing employees – Proficient July 2022
Motivating others to achieve objectives and identifying improvements or corrective actions Full results: Proficient
Scheduling – Proficient
Januaw 2022
Cross-referencing agendas and itineraries to avoid scheduling conflicts Full results: Proficient
Basic computer skills – Proficient
July 2022
Performing basic computer operations and troubleshooting common problems Full results: Proficient
Teamwork: Interpersonal skills – Proficient
May 2022
Responding to challenging team situations at work
Full results: Proficient
Case management & social work – Proficient
May 2022
Determining client needs. providing support resources, and collaborating with clients and multidisciplinary teams
Full results: Proficient
Written communication – Proficient
May 2022
Best practices for writing, including grammar. style. clarity. and brevity Full results: Proficient
Medical receptionist skills – Proficient
July 2022
Managing physician schedules and maintaining accurate patient records Full results: Proficient
Clinical judgment – Proficient
May 2022
Assessing a patient's condition and implementing the appropriate medical intervention Full results: Proficient
Indeed Assessments provides skills tests that are not IndicatIve of a license or certificatIon, or continued development in any professional field
Additional information
SKILLS
• Troubleshooting/problem solving
• UP selling/sales support
• Customer order fulfillment
• Answer multi-line phone system
• Banking operations
• Audit and compliance adherence
• Account payable functions
• Microsoft Office, Word, Excel, Powerpoint
KIMBERLY FORTIER
CUSTOMER SERVICE AND SUPPORT SPECIALiST
STRENGTHS
• Over twenty years of commercial performance in key customer service and support roles including balancing internal bank accounts, collections, billing, daily. monthly and yearIY report processing
• Provided telephone, online, face to face customer service/ support within high-volume call center
(handling an average of 95 calls/internet inquiries daily)
• Managed busy retail service desk
• Responsible for person and phone communications, documentation, assisting and advocating for the banking customers
• Microsoft Word
• Typing
• Negotiation
• Merchandising
• Human Resources
• Research
• Organizational Skills
• Sales
• Time Management
• Filing
• Cornmunication skills
• Business coaching (10+ years)
• Office experience
• Windows
• Data entry
• ICD-9
• CPT coding
• Medical billing
• Medical Coding
• Payroll
• Forecasting
• Medical terminology
• Call center (6 years)
• Tax Experience
• ProfIt & Loss
• Online Banking Fraud and Assistance (1 year)
• Financial Report Writing
• ICD-10
Awards
Teller Referral Award
September 1996
Highest employee in the northeast to refer customers to open up accounts and apply for finance applications with Fleet Bank
Certifications and Licenses
Teller Management Certificate
October 2000 to Present
:(al
Center for Addiction Recovery Training
Building 1, Suite 305
75 Charter Oak Ave
Hartford, CT 06106
Hmbedy M Fortier
CERTIFIES THAT
COMPLErED THE FOLLOWING AcrrvrrY ON
(ART-22-200414 Ethical Considerations For Reaovery Coaches - Online 6023-ETH-cr
Thursday, June 2, 2022
Ethics traInings are not all created equal. Remvery Cbaches need an understanding of ethia that differs from those of clinicians due to their unique role while
]uiding someone through their own recovery proass.Reovery coaching as a peer-to-peer remvery support samA has grown oclnnenbaeslly over the past few years. The issue of ethical considerations has been discussed in many circles yet formal training has ben lacking for recovery coaches. Ibis 16 hour training addresses this critical need. Based on the widely used Ethical Guidelines for the Delivery of Peer-based Recovery Support Servicu by William White and PRO-ACT
(2007), we designed this traIning to help coach% and anyone else working in the peer role, to understand how critical it is to in ethically responsible. Using pruentations, small group work, arxi role play tI) addrw many areas including: defining the andring service role and furutions, amhing standards, issues of wlnerability, ethIcal decision making, performance enhancement and legal issues. TtIis year we have added an additional half day of training, to allow for more opportunities to practice using relevant soenarios coaches may face on a daily basis. Ibis educational program is approved by NAADAC #195293 VIrtual Classroom
held at:
16.0 CE Credits AWARDED
and is Awarded:
[
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ReFx>It run by: Kimtndy M FOrtiu
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CERTIFICATE
OF,'\ CII I F, V E M EX rf
Hacker X Certifics that
Kirnberiy Fortier
has suecessfully completed Gathering Information Certification Course and cleared the test and has fundamental knowledge of Ethical Hacking
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Certificate ID: 161**********
Granted on 18/04/2021
Nigel Crasto
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Print Certificate Page 1 of 1
Certificate of Completion
This is to certify that
M
Fortier
has successfully completed
SALES ASSOCIATE SHRINK AWARENESS - DAY 2
on this date
5/ 1 4/2020
DOLLAR GENERAL
https://Ims.do Igen.net/totara/pluginfile.php/249/mod_sconn/content/7/printCertificate,html_ Print Certificate Page 1 of 1
Certificate of Completion
This is to certify that
M
Fortier
has successfully completed
ROBBERY PREVENTION
on this date
5/14/2020
DOLLAR GENERAL
httPs://Ims.dolgen.net/totara/pluginfile.php/255/mod_scorm/content/6/printCertincate.html... 5/14/2020
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CERTIFICATE
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Hacker X Ccrtifics that
Kimk3erly Fortier
has suceessfully completed Hack the MAC Certification Course and cleared the test and has fundamental knowledge of Ethical Hacking
Certificate ID: 161**********
Granted on 18/04/2021
NIgel Crasto bto Idlcuia
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