Customer Service Lead Teller

Dante Holmes-Davis * B Ivy Court

Nmls ID No: ****165 Maple Shade, New Jersey 08052

Notary Public Commission I.D No: 2451036 Exp.Dec2019 Email address. *****.***********@*****.*** Cellular Telephone No. 267-***-****

Summary:

Motivated banking professional with 9+ years of experience in the banking and financial environment. Performance driven leader with proven ability to deliver exceptional results in banking operations, production, sales management, and customer service. Highly effective communicator with remarkable ability to proactively identify clients’ needs and cultivate customer relationships. Skilled at executing targeted business initiatives that drive customer growth and achieve sales objectives. Successful leader and mentor with strong management skills to focus on team building and employee relations. In-depth knowledge of banking services policies and procedures. Competent in various banking software applications and office equipment. PROFESSIONAL STRENGTHS:

Performance Management Core Profitability Customer Retention Guest Services Management Interpersonal Management Business Management Business Metrics Personnel Oversight Lending /Credit Repair Selection Recruiting Human Resources Development Training Workforce Development Operational Excellence Sales Floor Process Bankwide System Stress tolerance control Relationship Building Positive Attitude Career Experience:

Citizens Bank –

Relationship Banker (Your Place Banker Leader) May.2018 to May 2019

● Build and promote branch identity, drive sales and promote overall ownership and accountability for improving customer service and branch success

● Show accountability by taking ownership of the business and willingness to make customer-focused decisions when needed

● Assist colleagues in achieving their developmental goals and career aspirations

● Responsible for the daily operations, and opening and closing of the branch

● Partner with the Branch Manager to promote mentor and coach staff to achieve sales success

● Manages and ensures customer issues and questions are addressed to a satisfactory resolution

● Open DDA, savings, Loans and other bank products

● Provide peace of mind to client that are in need of solutions or advice

● Evaluates and determines the financial needs of each customer, matches this to the appropriate Santander product or service and delivers the product or service in a manner which satisfies the customer

● Expands and retains customer relationships, actively cross sells and resolves customer problems quickly and efficiently under the direction of the Branch Manager

● Meets all goals and actively participates in all sales activities in the Branch Wells Fargo Bank- (Small Business Advocate) (Wells at Work Champion) (Buddy Banker) Personal Banker II Jan.2015 to Nov.2017

Personal Banker I Aug.2014 to Jan.2015

Lead Teller Feb.2013 to Aug.2014

● Responsible for the growth, retention and expansion of a portfolio of 300 existing Small Business banking customers totaling over $108 million.

● Prospected with new Small Business customers through referrals centers of influence, Attorneys, Accountants, Physicians, and from existing customers.

● Acted as the client's advisor and navigator throughout Wells Fargo by engaging the full resources of partners to uncover and deliver solutions to meet the key objectives of the Small Business customer.

● Created the right relationship by gaining a complete knowledge of business and personal financial needs of 100% of assigned customers.

● Conducted 12-15 visits per week to Small business customer locations.

● Acted as a trusted advisor as identified by the customer.

● Ensured service needs of the customers were met by handling requests directly and/or referring to appropriate service channel.

● Utilized relationship tools including Interlink, Decision Engine and other technology tool as well

● Assist in ensuring bank, audit, and security policies and procedures adhere to regulatory requirements, protecting customers and bank from losses.

● Monitors service quality standards and ensures branch achieves appropriate levels.

● Investigate and resolve customer queries, issues, and complaints in a professional manner.

● Provided leadership, coaching, and mentorship to new staff.

● Improve productivity for branch workforce program by developing innovative training programs and multidimensional assessments to identity branch's strengths, weaknesses, and opportunities. Beneficial Bank

Teller June2008- Feb. 2013

● Identified service into sales opportunities and promotes cross selling by following a prescribed process during any customer interaction

● Actively participated in all branch sales and marketing activities

● Provided outstanding customer service by following a prescribed service behaviors

● Achieved satisfactory Customer Satisfaction scores as measured by the bank

● Demonstrated ownership of any customer problem or request, following up to ensure effective resolution and customer satisfaction

● Managed branch tellers so that they accurately process customer transactions and successfully balance cash boxes

● Processed and settles ATM work or Vault cash as a custodian

● Processed loan applications and closes loans according to guidelines

● Complied with all policy and procedures, audit, regulatory, security and Branch Look & Feel protocol

● Responsible for Operational Control Record management and the performance of the branch with Corporate Risk Audits, BCI and Regulatory Reviews

● Effectively managed BSA compliance, cash levels and UBs overages and shortages

● Successfully managed the execution of branch cash audits and other branch audits

● Accurately processed transactions within balancing guidelines Education

Willingboro High School: High School Diploma Received Rowan University: Degree in progress. 75 credits obtained TECHNICAL SKILLS

Proficient in Microsoft Office Suite: Word • PowerPoint• Excel• Publisher • Access Technical Databases: DNA •BankerInsight •TellerInsight • Bankpro • Enterprise Contact Management Encore • ALSCOM • Global Viewpoint • Host Touchpoint

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