Customer Service Representative

Emmanuella Opoku-Agyemang

Telephone: +1-845-***-**** *****************@*****.***

PROFESSIONAL EXPERIENCE

TD BANK, Customer Representative October 2019- Present

• Conduct need-based conversations and offers financial solutions to meet Customers’ needs whilst consistently executing appropriate behaviors to deliver Legendary Customer experience.

• Makes quality referrals to appropriate partners.

• Responsible for making sound decisions and timely problem resolution.

• Proactively reaches out to Customers to deepen relationships through needs-based conversations.

• Trains less experienced team members.

• Originates loan applications, prepares documents, conducts loan closings, opens accounts and related services. STATE EMPLOYEE FEDERAL CREDIT UNION, Member Service Advisor September 2013 – June 2017

• Examined and analyzed customers’ credit reports and various financial statements to determine creditworthiness and risk level to company.

• Served as consultant to high profile clientele and advised them on various financial planning steps, bank products, and services which led to 93% customer satisfaction rate year over year.

• Built successful relationships with small businesses with up to $100k in revenue and sold bank loans and services to them, therefore growing business by 12% over a 4-year period.

• Maintained knowledge on current banking industry trends, practices, and regulations to ensure branch functions remained compliant with Federal regulations to reduce churn.

• Directed all branch operations, including digital marketing and promotional materials.

• Forecasted losses and earnings using quantitative and qualitative analysis to direct decision making for areas of investments for Clients.

• Assisted in new hire training and served as a mentor through the onboarding process.

• Awarded “Member Service Advisor of the Year” 2 years in a row. STATE EMPLOYEES FEDERAL CREDIT UNION, Member Specialist June 2013 – August 2013

• Coordinated weekly branch schedules for 20 employees across multiple locations with no record of short-staffing.

• Rectified bank fraud and various account issues with customers which led to 100% satisfaction rate.

• Tracked and monitored daily incoming currency shipments totaling $260,000 from Federal Reserve.

• Collaborated with team to market weekly development seminars on topics such as Social Security, 529 College Savings Plans and Retirement Planning.

• Successfully established 30-40 new membership accounts daily.

• Created and executed complex excel functions (VLOOKUP, pivot tables, IF/OR formulas) to automate processes.

• Efficiently processed vendor invoices and maintained up-to date system.

• Coordinated approval processes of all accounts payable invoices. PIONEER SAVINGS BANK, Teller April 2012 – May 2013

• Performed daily opening and closing security procedures with team members.

• Served as the Voice of the customer by resolving customers’ loan, mortgage, and account issues and complaints.

• Executed wire transfers, stop payments, and account transfers whilst providing exemplary customer service to maintain our customer service rating of 5/5.

• Coordinated daily cash reconciliation with 100% accuracy.

• Boosted quarterly products sales and insurance referrals by 26% in 3 months through relationship building and recommendation backed by data.

SKILLS

• Information Technology: Microsoft Office Programs (Word, Excel, PowerPoint, Access), FSP, CRM

• Soft Skills: Communication, Customer Relationship, Leadership, Team-Work, Self-Motivated, Sales

• Languages: English, Akan

• Other Skills: Consulting, Analytical Thinking, Financial Planning, Marketing EDUCATION

UNIVERSITY AT ALBANY, Albany, NY September 2016

BACHELOR OF ARTS, ECONOMICS

AWARD

Member Service Advisor of the Year September 2014 & 2015

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