KEDRA OXENDINE

*** ********** **** ******, ******, NC 27529 919-***-**** adzkeg@r.postjobfree.com WORK HISTORY AND EXPERIENCE

Fidelity Investments -Customer Relationship Advocate - January 2023 – Current

• Responsible for providing exceptional customer service to clients.

• Responding to inquiries and request in a timely manner.

• Utilizing Fidelity’s systems and tools to accurately process transactions and resolve client issues and developing an understanding of the products and services offered by Fidelity Investments.

• Examining current customer service policies, conducting customer research, performing competitor research, writing reports and business plans based on research, advocating for the customer in leadership meetings, ensuring customer service team follows procedures, and working with customers to ensure excellent service.

First Citizens Bank - Operations Services Supervisor - January 2021 – November 2022

• Solely responsible for the branch’s overall compliance satisfaction.

• Reviewed overdrafts and deposits of new and existing account holders daily and closed accounts as necessary.

• Monitored account activity for all new accounts within the 90–180-day period to catch and or prevent bank account fraud.

• Examined all large dollar deposits to alleviate fraudulent transactions as well as ensuring the appropriate reports are filed.

• Followed all policies and procedures required to maintain accuracy, managed risk, prevented fraud, protected customers and coached team members to do the same to resolve customers’ complaints and concerns.

• Completed problem resolution in compliance with policies while possessing strong character and values.

• Managed risk by maintaining appropriate controls to ensure operational integrity and compliance with applicable regulations, policy requirements and audit procedures.

• Oversaw 4 branches to ensure they were within compliance for auditing purposes.

• Supervised up to but not limited to 15 team members. PNC -Universal Banker - June 2020 – December 2020

• Assisted in account openings, upgrades, and closures and/or re-opening customers’ accounts as required while also performing teller transactions.

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BB&T- Universal Banker - October 2019 – December 2019

• Assisted in account openings, upgrades, and closures and/or re-opening customers’ accounts as required while also performing teller transactions.

Wells Fargo Bank - Service Manager II - January 2014 – October 2019

• Oversaw the operational oversight for the branch, ensuring compliance with all branch operations policy and procedures.

• Researched and resolved transaction/cash discrepancies.

• Hired, supervised, and managed performance of service line associates.

• Processed transactions accurately and efficiently.

• Supervised up to but not limited to 20 team members.

• Oversaw 10 branches to ensure they were within compliance for auditing purposes. Wells Fargo Bank - Personal Banker - October 2012 – January 2014

• Completed all functions related to opening and closing accounts, assisting customers with the appropriate selection of accounts, ability to perform research for customer accounts and comply with BSA and CIP requirements.

• Took responsibility for branch and individual goals and engaged with customers in order to present products and solutions to meet their needs.

• Cross-sold products and services aligning with customer needs.

• Received and processed telephone calls for customer service requests and sales in a call center environment.