Afia Huq

adkegp@r.postjobfree.com

Email: Phone: 703-***-****

Career Objective:

Proven expertise providing customer support in busy call center environments for public utility and banking industry employers.An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.

Summary

Improving customer service polling numbers based on client feedback through the development of new policies and procedures.

Over 10 years of excellent QC Audit marks for branch office.

Skills Highlight

Microsoft Office Professional 2007

Advance Word

Intermediate Excel

Beginning Access

Intermediate Outlook

Intermediate Publisher

Intermediate Adobe Reader

Excellent office etiquette

Super Phone Manners

Professional Experience

Atlantic Union Bank 10/30/2019 to 10/30/2020 Lead Teller, the Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction. Open and closing account, local and international wire transfer, stop payment.

Resolved customer service issues and complaints via telephone and/or through hearing impaired device.

Effectively collaborated with clientele in resolving credit card disputes, written or verbal.

Built and managed solid client relationships, acted as a liaison with bank personnel to effectively resolve any client issues.

Formulated ideas to create new and updated reports that will help find errors before they become problems.

Took incoming calls in a high volume environment, some troubleshooting.

Responded to inquiries regarding procedures, policies and bank programs, balance, check verification, deposits, stop payments and lost and stolen services. Order money for branch. Ship inn &Shipot Branch balance and send report every day, teller short or over help and audit and find the outcome

Burke and Herbert bank, 03-2018- 09-2019 Customer Service Representative

Resolved customer service issues and complaints via telephone and/or through hearing impaired device.

Effectively collaborated with clientele in resolving credit card disputes, written or verbal.

Built and managed solid client relationships, acted as a liaison with bank personnel to effectively resolve any client issues.

Formulated ideas to create new and updated reports that will help find errors before they become problems.

Took incoming calls in a high volume environment, some troubleshooting.

Responded to inquiries regarding procedures, policies and bank programs, balance, check verification, deposits, stop payments and lost and stolen services

FVC Bank, Virginia, 10-16-2016 - 02-09-2018 Teller Supervisor

The Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction. Open and closing account, local and international wire transfer, stop payment.

Resolved customer service issues and complaints via telephone and/or through hearing impaired device.

Effectively collaborated with clientele in resolving credit card disputes, written or verbal.

Built and managed solid client relationships, acted as a liaison with bank personnel to effectively resolve any client issues.

Formulated ideas to create new and updated reports that will help find errors before they become problems.

Took incoming calls in a high volume environment, some troubleshooting.

Responded to inquiries regarding procedures, policies and bank programs, balance, check verification, deposits, stop payments and lost and stolen services.

Agile1Tech, Manassas, Virginia, United State Administrative Assistant Jan 2016 Sept 2016

Composed, prepared, edited, and distributed correspondence and other department documents.

Managed information requests received by the Department that may be made by telephone, letter, email, or in-person visits to the office.

Developed and maintained administrative process to achieve organizational objectives as well as to improve accuracy and efficiency.

Assisted in planning and preparation of meetings, conferences and conference telephone calls.

Coordinated and maintained records for staff office space, phones, company credit cards and office keys.

Created and modified various documents using Microsoft. Welcome and greet clients and office guests

United Bank, Virginia, United State Senior Sales Associate March 2014-July 2016

Provided account services to customers by receiving deposits and loan payments; cashing checks; issuing savings withdrawals; recording night and mail deposits.

Sold cashier's checks, traveler's checks, and series e bonds; answering questions in person or on telephone; referring to other bank services.

Recorded transactions by logging cashier's checks, traveler's checks, and other special services; and prepared currency transaction reports.

Cross-sells bank products by answering inquiries; informing customers of new services and product promotions; ascertaining customers' needs; directing customers to a branch representative.

Provided superior customer service to ensure satisfaction and maintain excellent reputation of United Bank’s services.

Assess client needs by listening to their cues and recommending product that fits their style

Columbia Associates in Psychiatry Office Clerk Nov. 2011- March 2014

Use of office equipment such as fax machines, copiers, computers, printers, and mail room machines.

Answered an average of 35 calls per day by addressing customer inquiries, solving problems and providing new product information.

Performed office duties such as answering phones, directing calls, emailing, filing, and faxing documents.

Responsible for maintaining all office equipment ensuring reasonable operation, took inventory of supplies and equipment.

Executed strong team-player attributes including adapting to changing work priorities in order to maintain a healthy and friendly environment as well as proper communication with diverse groups.

Performed other related duties as assigned for the purpose of ensuring the efficient and effective functioning of the work unit.

BB&T BANK, Virginia, United States Teller/Teller Supervisor Sept, 1998- Jul, 2011 / Jun, 1995 – Sept, 1998

Demonstrated a genuine client-centric service culture that ensured customer satisfaction levels were elevated and maintained.

Awarded “Best Employee of the Year” in 2010

Ensured compliance with banking policies and audit procedures; maintained and balanced cash drawers on a daily basis.

Rapidly advanced the entry level/service position and promoted to Teller Supervisor.

Handle daily phone volume of 30+ calls with 90% satisfactory solutions offered immediately and performed daily management of Outlook Calendar for meetings and training

Provided technical guidance and training to Tellers on regulatory and corporate Standard Operating Procedures.

Explained, promoted, and sold products and services such as travelers' checks, savings bonds, money orders, and cashier's checks, using computerized information about customers to tailor recommendations.

Monitored and reviewed banking center security procedures, and controlled access to vault and teller cash drawers.

Complete and verify transactions including cashier's checks, money orders, transfers and currency orders.

Conducted and approved quarterly and annual performance evaluations.

Personal Training:

Conduct training of new security policies and procedures.

Completed training through BB&T Bank.

Building a winning sales team.

Assist with new employee training including bank policies, services, financing options and register operations.

Teamwork skills- Managing Compensation.

Employee Relations/Managing Change.

QC training.

Educational Qualifications

Eden Girls College, Dhaka, Bangladesh (Graduated May 1986)

Bachelor of Arts in Home Economics and Social Science

Legal Status

Us Citizen 0

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