Customer Service Services
Resume:
Nicola A. Hryckowian NMLS#: ********
********@*****.***
• Westford, MA, 01886
Growth-focused and dynamic professional with extensive experience in consistently delivering top-tier work and exceptional customer service across diverse financial landscapes. Track record of meeting and surpassing sales targeted through dedicated focus on relationship building and customer-centric strategies. Articulate communicator, skilled in translating technical insights for non-technical audiences, facilitating understanding and collaboration. Proficient in cross-selling various banking products and services and adhering to regulatory guidelines. Adept at collaborating with colleagues to deliver superior client experiences and drive business growth. Areas of Expertise
• Banking Operations & Account Management
• Comprehensive Transaction Processing
• Online & Mobile Banking
• Team Development & Leadership
• Banking Regulations Compliance
• Customer Relationship Management
• Complaint Resolution
• Account Opening/Closing
• Interpersonal
Communication
Professional Experience
Career Break: Personal family care / travel December 2023 – November 2024 Visited family within the U.S., had to
travel to UK to assist in the care of a family member for a few months, working with my husband on renovating major portions of our home and traveled to Spain to visit my sister. During my time in Spain, I realized the usefulness of speaking another language and have since immersed myself in learning Spanish. Cambridge Savings Bank, Concord, MA Aug 2023 – Nov 2023 Personal Banker
Orchestrated seamless opening of diverse accounts, including business and personal accounts, showcasing adeptness in account initiation procedures. Fostered enduring client relationships built on trust, propelling cross-selling/up-selling endeavors for spectrum of financial products.
● Cash Handling and Teller duties.
● Exceeded sales benchmarks by strategically promoting and selling range of financial products, effectively addressing client needs and aspirations.
● Outbound calling to current customers and for acquiring new customers.
● Offered expert guidance and assistance in navigating online and mobile banking platforms, ensuring seamless user experience and addressing any technical or functional inquiries with precision.
● Provided support to both new and established clients, facilitating their financial service requests and promptly resolving any concerns.
TD Bank, Tewksbury, MA Feb 2023 – Aug 2023
Teller/Banker
Conducted accurate and efficient transaction processing, including cash handling, check cashing, and processing loan payments.Executed teller duties involving customer transaction processing and account servicing, ensuring optimal service provision at the front counter.
● Delivered exceptional customer service by greeting customers, addressing inquiries, and assisting with various banking needs such as deposits, withdrawals, and account inquiries.
● Served as primary point of contact for customers upon their branch arrival, adeptly addressing their financial inquiries and requirements.
Career Break Oct 2021 – Feb 2023
Relocated from UK to USA
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Relocated from the United Kingdom to the United States, focusing on settling and acclimating. Nationwide Building Society Bank, Sheffield, UK Jan 2021 – Oct 2021 Personal Banker/Relationship Banker
Maintained balance of Automated Teller Machines (ATMs) and cash drawers daily, ensuring precision and security in all transactions.Engaged in dual-control procedures to securely open and close branch, consistently upholding stringent banking protocols.
● Executed teller responsibilities while also extending warm greeting to customers in lobby, facilitating process of opening and closing accounts.
● Outbound calling to current customers and for acquiring new customers.
● Demonstrated adept account management skills, ensuring client satisfaction and operational efficiency in handling diverse financial portfolios.
● Executed seamless wire transfers with precision and timeliness, adhering to stringent security protocols and regulatory standards.
Blue Arrow Employment Agency (Four Contracts), Sheffield, UK Oct 2019 – Jan 2021 British Telecommunications-Technical Support, Customer Services Advisor XLN Telecommunications Customer Account Manager
UK Government Dept. of Work and Pensions – Customer Service Advisor Royal Mail- Business Accounts Advisor
● Technical support, customer services, and sales at British Telecommunications as well as XLN Telecommunications.
● Provided frontline support at UK Government Department for Work and Pensions, specifically within job center, assisting individuals navigating unemployment and social security benefits during period of economic downturn. Interacted daily with diverse clientele, offering guidance, resolving inquiries, and addressing issues related to social security benefits, universal credit, and job seekers allowance.
● Managed portfolios of clients with diligence, ensuring accurate monitoring and administration of social security benefits and universal credit to support individuals through challenging economic circumstances.
● Collaborated with cross-functional teams to escalate complex issues and ensure swift resolution while upholding positive demeanor.
● Worked in Business Accounts of customers with Royal Mail including both international and UK business that had dealings with Royal Mail.
Sky UK Ltd, Sheffield, Uk Sept 2018 – Oct 2019
Technical Support Consultant
Worked for technical support assisting customers with the troubleshooting and implementation of Broadband, WiFi, Internet, and mobile phones services. Also dealt with customer accounts and scheduling appointments for Sky engineers Telecom Services Ltd. Aug 2017 – Sept 2018
Collections/Retentions Consultant
Collections department. Customer with outstanding financial debt. Inbound and outbound calls, negotiating and setting up payment plans, and taking payments. Ask open questions and listen well to the customer. Primetime Recruitment Feb 2016 – Aug 2017
Customer Service Representative
Held three contract positions in the financial industry. Page 3 3
HSBC UK Ltd, Sheffield, UK Feb 2006 – Feb 2016
Customer Service Representative/Personal Banker
Cultivated strong interpersonal connections, fostering trust and rapport through attentive communication and empathetic engagement. Implemented effective cross-selling and upselling strategies to optimize revenue streams and enhance customer satisfaction.
● Outbound calling to current customers and for acquiring new customers.
● Managed teller duties alongside actively engaging with customers in lobby, effectively assisting with account opening and closure procedures.
● Demonstrated proficiency in time management and computer literacy, efficiently handling wire transfers, generating reports, and managing accounts to meet client needs effectively. Lloyds TSB, Sheffield, UK Jan 2002 – Jan 2006
Customer Service Representative / Personal Banker
Cultivated strong interpersonal connections, fostering trust and rapport through attentive communication and empathetic engagement. Implemented effective cross-selling and upselling strategies to optimize revenue streams and enhance customer satisfaction.
● Outbound calling to current customers and for acquiring new customers.
● Managed teller duties alongside actively engaging with customers in lobby, effectively assisting with account opening and closure procedures.
● Demonstrated proficiency in time management and computer literacy, efficiently handling wire transfers, generating reports, and managing accounts to meet client needs effectively. Education
Chartered Institute of Legal Executives - CILEX, level 3, in Law City College, Sheffield, UK
Languages
English – Fluent speaking and writing
Spanish – Intermediate speaking and writing
Licenses & Certificates
Massachusetts Notary Public #2572992
NMLS #25279750
NCFE Level 1 Certification in Aviation Industry Highfield Level 2 in Customer Services Highfield Level 2 in Conflict Management
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