Customer Service Manager

MIRELA

PODZIC

**** *********** ***** **. 616-***-**** ************@*****.***

Grand Rapids, Mi 49512

Skills Summary

Bilingual Financial center associate with 8 years in retail banking holding many different

Roles. Detail oriented with strong communication skills and customer service skills. Team player with

Always wanting to learn more and further my career skills

Experience

Bank of America

Financial Center Operations/Assistant Manager

Feb 2019-Present

Overseeing team of associates with Branch Manager

Ability to professionally address customer issues / complaints

Maintain associate work schedule and vacations

Onboard new associates with hands on training

Lobby Leading

Supervise and coach associates

OMP monthly audits performed on associates and prepare for FCCA audits

Effectively manage a cash drawer when needed

MTC at the end of every platform interaction

Bank of America

Credit Card Fraud Analyst ( Temporary role while working from home )

March 2020- Present

Assist clients with filing Billing and Fraud Disputes

Provide updated information to clients about claims and disputes

Provide excellent customer service over the phone

Maintain 90% OSAT with customer surveys

Assist clients with identifying fraud

Bank of America

Relationship Banker

Oct 2016-Feb 2019

Establish strong rapport with personal and business customers

Extensive knowledge of bank products, auto loans, credit cards

Effective lobby leading

Made recommendations to clients on meeting with home loan and investment advisors

Assist clients with online and mobile banking sign on features

Meeting daily, monthly, quarterly goals

Outbound calling certified

Soul control of main vault and cash drawer to assist when needed

Bank of America

Bank Teller ( Customer Service Representative)

Sept 2012-Oct 2019

Educated customer about account types and availability of convenient services

Meeting daily goals to migrate to platform associates

Balance cash drawer effectively

Assist with ATM balancing

Process withdrawals, deposits, loan payments effectively

Mentorships

LEAD women of Bank of America 2020

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