Customer Service Call Center

ANNABEL OKOLIE

Gahanna, OH *****

713-***-**** - ***************@*****.***

PROFESSIONAL SUMMARY

Goal-oriented manager with distinguished experience in retail and financial industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent.

SKILLS

Microsoft office programs

Critical Thinking

Customer Service

Talent Acquisition

Business Development

Strategic Planning

Sales Management

Employee Relations

Prioritizing and Planning

Excellent Communication

Time Management

Operating Procedures and Policies

WORK HISTORY

01/2020 to Current Personal Banker/ Relationship manager Fifth Third Bank

Provided remarkable customer service through customer interactions, opening new accounts, problem resolution, telephone answering, safe deposit access, etc Sold loans and deposit products to consumers and small business customers and prospects

Help Customers with their mortgage loan and Mortgage refinance process by effectively communicating with customers in a timely manner to get the needed documents for underwriters and submitting them

Ensuring compliance with operational, risk, security and audit procedures and policies including appropriate documentation of client interactions Monitored issues carefully and reached out to customers to provide immediate resolution and maintain satisfaction.

Achieved goals for sale of bank products and services and exceeded performance metrics for customer service.

Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.

Generated new business and referral clients in partnership with financial advisors and branch team.

01/2017 to 01/2020 Human Resources Manager

The Kroger Co

Worked with diverse customers to understand requirements and provide exceptional service

Negotiated agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance

Provided local support to employees and managers regarding company HR policies, unemployment activities, case management of short-term disability, FMLA, and workers compensation

Responsible for recruitment efforts including application review and applicant screening, conducting reference checks, background checks and drug screening Conducted ongoing sourcing for high turnover positions Prepared orientation materials for new hires and conduct orientation Coordinate with the hiring manager to develop a successful onboarding plan Advised leadership concerning staffing issues, wage and salary concerns, disciplinary action/counseling, terminations, etc

Maintained human resources regulatory compliance with local, state and federal laws.

Coordinated with senior leadership and handled managerial needs by implementing fresh solutions into business strategies. 11/2015 to 01/2017 Account Manager

Discover Financial services

Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances Processed payments and contracts on accounts

Monitored accounts for compliance with established payments plans and flagged those in violation

Worked in call center environment handling manual and automatically dialed outbound calls

Maintained high volume of calls to meet demands of busy group Used probing techniques to determine debtors' reasons for delinquency Achieved performance goals on consistent basis

Participate in team planning meetings

Processed payments and applied to customer balances Successfully worked with team to reach 2000 customers per day EDUCATION

2011 Bachelor of Science: Business Management

IMO STATE UNIVERSITY

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