Customer Service Data Entry

GINA M. HIGGINS

**********@*****.*** 312-***-**** 1888 Villa Contesa Loop NW, 87031 Los Lunas, New Mexico

Summary

Detail-oriented Banking Manager with a strong commitment to delivering exceptional customer service and effectively managing a range of banking operations. Proven ability to foster strong client relationships, address inquiries, and resolve issues promptly to enhance customer satisfaction. Skilled in utilizing banking software and financial tools to streamline processes and improve operational efficiency. Dedicated to maintaining accuracy in financial transactions while ensuring compliance with industry regulations. Seeking to leverage expertise in a dynamic banking environment to contribute to organizational success and customer loyalty. Skills

Customer Relationship Management

Effective Communication

Problem-Solving Skills

Attention to Detail

Transaction Processing

Financial Product Knowledge

Regulatory Compliance

Conflict Resolution

Time Management

Team Collaboration

Multitasking Abilities

Technical Proficiency

Active Listening

Sales Skills

Data Entry Accuracy

Cultural Sensitivity

Adaptability to Change

Customer Needs Assessment

Report Generation and Analysis

Empathy and Emotional Intelligence

Experience

SOUTHWEST CAPITAL BANK

Operations Officer, VP

04/2024 - 08/2024

Contributed to the development and implementation of strategic operational plans and procedures to optimize efficiency.

Monitored and analyzed performance metrics to ensure alignment with Organizational goals and continuous improvement.

Conducted in-depth research on emerging technologies, processes, and best practices to enhance operational performance.

Coordinated procurement efforts, liaising with vendors to secure necessary materials and supplies for seamless daily operations.

Provided technical support and troubleshooting to staff, resolving operational challenges and ensuring smooth workflow.

1

BMO Harris Bank

Senior Business Continuity

Analyst

01/2018 - 04/2024

Developed and implemented continuity plans for various departments, ensuring seamless operations across the organization during potential disruptions.

Conducted in-depth analysis of business processes to identify risks, creating and executing strategic mitigation plans to safeguard operational integrity.

Led stakeholder workshops to enhance organizational awareness and understanding of business continuity protocols and requirements.

Established and maintained a comprehensive repository of crisis management policies and procedures, ensuring swift access and effective response during emergencies.

Evaluated IT systems and infrastructure, ensuring alignment with industry standards and best practices for business continuity and disaster recovery. Fiserv

BPO Manager

01/2017 - 01/2018

Spearheaded the development and execution of strategies aimed at enhancing customer satisfaction and retention.

Generated and presented comprehensive monthly performance reports to senior management, highlighting key operational metrics and actionable insights.

Provided coaching, mentoring, and training to team members, driving improved performance and professional growth.

Led regular staff meetings to review progress, address challenges, and identify opportunities for continuous improvement.

Designed and implemented streamlined processes to optimize organizational workflows and operational efficiency.

PMA Financial Naperville,

Illinois

Bank Operations Specialist

08/2014 - 01/2017

Reviewed and audited customer accounts to ensure accurate and compliant documentation.

Managed and maintained detailed records of daily transactions, account balances, and customer information.

Provided assistance to customers with account services, including opening new accounts, closing existing accounts, and executing fund transfers.

Investigated and resolved discrepancies in customer account data, ensuring timely corrections and updates.

Processed domestic and international wire transfers, ensuring smooth and efficient financial transactions for clients.

BMO Harris Bank

Naperville, Illinois

Business Unit Compliance

Temp.

07/2014 - 08/2014

Facilitated regular team meetings to track progress and ensure timely achievement of business objectives.

Prepared comprehensive reports to analyze financial performance, highlighting key insights and areas for improvement.

Develooped comprehensive compliance/regulation rules for all of DDA Operations which is still utilized to date for each business unit.

Monitored customer feedback to enhance product quality and improve service offerings.

Developed and executed strategic initiatives to optimize business unit performance and drive operational efficiency.

2

FIRST BANK OF HIGHLAND

PARK Highland Park,

Illinois

Vice President of Deposit

Operations

06/2011 - 07/2014

Developed and executed comprehensive strategic plans aligned with the organization's vision and long-term goals.

Formulated and implemented policies that enhanced operational efficiency and boosted overall productivity.

Led business development efforts, including mergers, acquisitions, and joint venture agreements, to drive growth and expansion.

Negotiated high-value contracts with vendors for services, products, and supplies, ensuring favorable terms.

Managed financial operations, including budgeting, forecasting, and in-depth financial analysis, to support informed decision-making and optimize fiscal performance.

ELGIN STATE BANK Elgin,

Illinois

Vice President/Deposit

Operations/Teller Operation

07/2005 - 06/2011

Negotiated contracts with vendors for services, products, and supplies, securing advantageous terms for the organization.

Managed financial operations by overseeing budgeting, forecasting, and financial analysis to ensure sound fiscal management.

Directed human resources functions, including recruitment, employee relations, training, and benefits administration, to foster a positive work environment.

Provided comprehensive oversight of all departments to ensure seamless operation of daily activities and enhance organizational efficiency.

Established performance standards for staff to drive productivity and achieve organizational objectives.

Instituted a positive work enviornment by celebrating successes. Charter One Bank Chicago,

Illinois

Operations Manager

04/1999 - 07/2005

Monitored and enhanced the efficiency of processes, team performance, and customer service delivery.

Led the operations team by providing guidance, training, and support to achieve organizational objectives.

Developed and implemented operational procedures to ensure compliance with quality standards.

Conducted cost analyses for various projects to determine budgetary requirements and optimize resource allocation.

Maintained precise inventory records to track stock levels and minimize operational costs.

3

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