Customer Service Contact Center

ANA SCOTT

*** **** **** **. ***********, PA 215-***-**** ***.*****@*****.***

Summary

Proactive and highly skilled administrative professional with 15-plus years track record in customer service, record keeping, customer confidentiality, general office management, and extensive experience working with Microsoft Office applications, digital messaging tools (Zoom, Teams Message, Go To Meeting, Telegram) necessary to assist supervisors and organizations. Demonstrated abilities:

● Organizing workflow

● Keen attention to details

● Collaborating with and supporting other departments

● Detailed maintenance of multiple accounting files

● Updating business correspondences, reports & memorandums

● Providing stellar customer service skills

Accomplishment:

● Provides support to managers and colleagues that increases overall workflow efficiency

● Received award certificates for achieving 90% and above grades on work education

● Collaborated with Customer Contact Center to centralize customer database resulting in rapid retrieval of customer information

● Demonstrated excellent abilities in customer orientation by assisting the Consumer Lending Department in promotional activities and ongoing campaigns Experience

July 2019 - Current - Research Specialist, WSFS Bank

● Provides service and support to internal and external customers regarding Deposit Services processes.

● Resolves 10 adjustment cases, and 15 SalesForce cases a day and other research request by internal departments

● Notify the proper channel of any opportunities and or issues identified while performing daily tasks or assisting customers.

● Actively participate in team meetings and assist in the completion of plans.

● Provides assistance in processing and balancing teller transactions.

● Proactively supporting other Associates in completing research and case adjustments during high volume times.

● Perform other duties as required.

August 2013 - July 2019 - Personal Banker II, WSFS Bank

● Ensure that the branch is operationally sound where policies and procedures are followed as measured by monthly and annual branch audit.

● Proficiently performed all teller duties, oversees the staffing, coaching and mentoring; appropriately on-board new hired associates, performance management of all tellers, and demonstrated a thorough understanding of all bank policies and procedures, as well as all solutions and services.

● Provided effective leadership of the teller staff, and ensuring operational integrity and risk management, ensuring all procedural requirements and processes are known and utilized.

● Provided consistent quality customer service and support to both internal and external customers that adhere to established standards.

● Performed all teller duties as needed while adhering to bank policies and procedures. Oversees office settlement and control, balances office currency needs. Schedules breaks and lunches to ensure effective levels of service to customers. Performs any related work as required or delegated by the supervisor.

● Served as the decision maker regarding the handling of customer issues at the point of service and taking ownership for resolving customer matters to the customer's highest expectations. Inspires the staff and customers by always carrying out the company’s service principles.

● Promoted the brand by ensuring company’s support in all local events; instills community spirit and teamwork by engaging the staff in participating in community activities. Aug. 2011 - Aug. 2013 - Personal Banking Representative II, Santander Bank

● Developed banking relationships with new and potential customers, while enhancing existing relationships through interviews to obtain information and explain available financial products and services.

● Responded to and followed up sales inquiries using appropriate methods.

● Followed up with customers to ensure satisfaction, responded to queries, solicited further sales, and solved related problems.

● Coordinated account openings, closings and modifications. Performed general administrative duties

Jan. 2008 - Aug. 2011 - Assistant Branch Manager, Citizens Bank

● Provided leadership, coaching of 5 subordinates along with managing the performance of branch staff to ensure the branch achieves sales goals.

● Carried out supervisory responsibilities in accordance with bank’ policies and applicable laws.

● Managed sales process by implementing targeted sales and marketing objectives.

● Communicated and implemented changes to policies and procedures.

● Managed branch expenses and looked for opportunities to reduce operating costs. Education

● MBA, University of Phoenix

● B.S. Computer Science, Saint Paul College

● High School, San Jose Academy

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