Service Representative Customer

SHANNON MCANDREW

*** ****** ****** ******* **, **850 · 973-***-****

***************@***.***

*********@************.***

My work ethic is strong and I thrive on achieving any goals put in front of me. I am very motivated when it comes to learning/mastering new opportunities or services. I strongly believe customer service is the most important aspect of sales and service. Without the customer you have nothing. Leaving an impression so strong that the customer tells others about the experience is something that I believe should happen regularly and pride myself on.

EXPERIENCE

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AUGUST 2019 - CURRENT

PERSONAL BANKING CONSULTANT, LAKELAND BANK

MORRISTOWN, NJ

Regularly provide outstanding service to all customers, as well as coach the branch team when opportunities present. Often assist or am responsible for completing end of day tasks including but not limited to reconciliation of A TM, TCR, and vault. Complete teller audits when necessary. In compliance and up to date on any changes or training that must be completed. Cross-sell products through the teller line as well as platfonn, frequently using it as a coaching opportunity for tellers.

FEBRUARY 2018 - JANUARY 2019

MEMBER HUB SOLUTION REP, AFFINITY FEDERAL CREDIT UNION BASKING RIDGE, NJ

Provided credit union members with quality, knowledgeable, and courteous service. Daily tasks included communicating with members through the telephone and email to discuss their financial needs, and discover potential sales opportunities Assisted with enrollment of online features such as Mobile Banking, Online Banking, Online statements, Mobile Deposit, Apple Pay, Samsung Pay, Affinity Card App After nine months was promoted to a department that was strictly sales focused with a referral from my direct manager

NOVEMBER 2016 - FEBRUARY 2018

CUSTOMER SERVICE REPRESETATIVE, ENABLX

RANDOLPH, NJ

Daily tasks include answering calls regarding water heater issues. Troubleshooting to find out what the problem is, then finding the best solution for the customer. Verifying parts are in stock then placing part orders and/or locating a technician In the area and dispatching them. Throughout my time here I've been selected to learn several different units as well as train new agents to register customers information . NOVEMBER 2015 - OCTOBER 2016

WAITRESS, BOCA'S BEST RESTRAUNT

BOCA RATON, FLORIDA

Present menus to patrons and answer questions about menu items, making recommendations upon request.

Write patrons' food orders on order slips, memorize orders, or enter orders into computers for transmittal to kitchen staff.

Explain how various menu items are prepared, describing ingredients and cooking methods.

Prepare checks that itemize and total meal costs and sales taxes. JUNE 2015 - NOVEMBER 2015

OFFICE ASSISTANT (TEMP), SPERLING RADIOLOGY CANCER CENTER NEW JERSEY/ FLORIDA

Responsible for answering lead phone calls and taking messages Scanning patient charts into sales force and patient portal Insurance Pre-Authorization

Schedule and confinn appointments for clients

Learn to operate new office technologies as they are developed Open, sort, and route incoming mail, answer correspondence, and prepare outgoing mail.

JULY 2014- MARCH 2015

FINANCIAL SERVICES REPRESENTATIVE, TD BANK

WILMINGTON, NC

Passed exam for life, health and accident insurance Determine customers' financial services needs and prepare proposals to sell services that address these needs

Contact prospective customers to present infonnation and explain available serv1ces.

Recruit and maintain client base

JUNE 2013 - JULY 2014

HEAD TELLER/ CUSTOMER SERVICE REPRESENTATIVE, TD BANK NORTH MYRTLE BEACH, SC

Lead teller line in accordance with bank standards Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints

Resolve customer complaints or answer customers' questions regarding policies and procedures.

Implement corporate procedures, and service standards in conjunction with management

Design, implement, or evaluate staff training and development strategies Monitor inventory levels and requisition or purchase supplies as needed. Recruit, interview, and select employees.

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Cross trained to assist customer service representatives Open and close accounts, assist customers with financial needs Assist with loan applications and provide infonnation needed for closings or approvals

Opened and closed branch regularly

OCTOBER 2010 - JUNE 2013

HEAD TELLER/ CUSTOMER SERVICE REPRESETATIVE, TD BANK ROCKAWAY, NJ

Provided leadership, conflict resolution

Improved communication within the teller line

Coached team members on identifying sales opportunities and referring customers to platfonn enabling employees to reach sales revenue goals Managed Teller Paid Time Off (PTO) and created teller staffing schedule Interviewed, trained and evaluated Tellers in accordance with HR guidelines Created and followed-up on action plans to improve the employee and customer Experience

JUNE 2009-OCTOBER 2010

ASSISTANT HEAD TELLER, TD BANK

ROCKAWAY, NJ

Provided exceptional customer service while supervising the teller and platfonn lines

Developed and displayed strong knowledge of store operational standards Assisted in the preparation and development of many sales plans, promotional strategies and team activities

January 2007-June 2009

TELLER, TD BANK/ COMMERCE BANK

Provided services to customers such as deposits and loan payments, cashing checks, recording night and mail deposits, as well as selling cashier's checks Logged cashier's checks as well as money orders, and gift cards Completed currency transaction reports

Cross-sold bank products

Kept customers up to date of new products and promotions Reconciled cash drawer daily, bundled and sold excess cash to vault Assisted in proving vault in Am and Pm when needed JUNE 2006

HIGH SCHOOL DIPLOMA, MORRIS HILLS HIGH SCHOOL

Competed in field hockey throughout high school as well as maintained part time job I attended after school daily.

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SKILLS

• Well versed in referring products and services in a manner that is both professional and connects

with the customer

• Provide consistent above and beyond service.

• Time Management

• Effective Communication

• Judgement and decision making

• Critical thinking

• Active listening

ACTIVITIES

When not in work I am very passionate about my family. I enjoy spending time off exploring different NJ locations that I have never been, or just hanging out with my fiancé and baby. I am very interested in different non-profit organizations including those that benefit animals, children and cancer related charities.

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