Customer Service Experience

Objective

Pursuant of a position where I can apply my strong interpersonal and communication skills. I am committed to utilizing my background in customer service to succeed in your company.

Experience

WesBanco

Float Teller/Teller November 2022-Janurary 2025

• Practices the standards of the Better Banking Pledge and Service & Support Pledge.

• Accepts and accurately processes all financial service transactions.

• Responsible for teller cash drawer and follows proper balancing and cash handling procedures.

• Complies and operates within security and audit procedures.

• Maintains a position of trust and responsibility by keeping all employee information and customer business confidential and in a secured location.

• Contribute in a team environment to service customer needs by answering incoming telephone calls and any additional duties assigned to support the success of the Banking Center.

• Meets established individual referral goals as assigned.

• Determines appropriate individual/line of business to handle sales opportunities and more complex customer service issues; follow up to ensure customer need was met.

• Complete outbound customer calls as needed to support the sales and service needs of the Banking Center.

• Develops and maintains working knowledge of the Bank's products and services.

PNC

Fraud Detection & Investigation Analyst September 2017-October 2022

• Participated in reviewing and investigating customer cases, reports, and work for potential and actual loss; minimized fraud, AML and/or organizational risks. Responsible for early detection of suspicious activity, control and prevention of losses.

• Under supervision, researched and analyzed bank activities and reports to detect and prevent possible fraudulent and illegal activities. Escalates issues as appropriate.

• Used defined research procedures to identify and resolve issues.

• Followed standards and practices to mitigate fraud, AML and other risk exposure and losses.

• Prepared and maintained appropriate documentation of analysis performed and coordinated with internal or external stakeholders as appropriate.

BSSA (U)

● Acquired and deepened the branch customer base through a variety of proactive sales and service activities. Managed the customer experience by identifying opportunities to improve the customer’s financial wellbeing. Collaborated with ecosystem partners to grow customer's share of wallet. Positioned PNC solutions to drive new revenue and customer loyalty.

● Drove proactive sales conversations through internal and outbound interactions with a defined sales process including outbound calling, service to sales, teller interactions, appointment setting and effective lobby engagement, ultimately elevating client loyalty. Delivered a full PNC conversation with every client interaction to identify appropriate PNC solutions. Leveraged ecosystem partnerships as well as community Centers of Influence to acquire, expand and retain relationships.

● Created customer loyalty and grew customer share of wallet through a differentiated customer experience. Performed lobby engagement activities to connect with customers and position PNC products to meet their needs. Educated customers on options for managing financial transactions by leveraging technology, tools and resources.

● Applied product and procedural knowledge to identify, mitigate and solve customer problems effectively to drive customer loyalty.

● Managed risk through adherence to all policies and procedures, demonstrated sound judgment within

established limits. Demonstrated a heightened scrutiny to identify and avoid loss. Participated in branch daily

operations, ensuring they are completed in an efficient and accurate manner.

Conduent, Customer Service Representative February 2016-Sept. 2017

● Worked with customers to resolve billing inquiries.

● Provided troubleshooting assistance to customers with technical issues on their wireless device.

● Accepted and implemented coaching and feedback in order to achieve individual and team performance goals.

● Maintained a high level of world class customer service/professionalism to a wide range of customers.

● Recommended products that best suited the customer’s wireless requirement.

● Navigated through multiple computer applications with speed and accuracy.

Kentucky State University, Residence Hall Director May 2009-July 2015

● General office duties

● Holistic programming

● Collaborating on different projects with various departments on campus

● Selection Committee Chair for student staff

● Cross trained in the Residence Life front office operations (filing, compiling reports, ordering supplies, answering multi-line phones, submitting timesheets)

● Assist in training new Residence Hall Directors

● Trained in suicide prevention

● Trained in how to handle an active shooter threat

● Providing/administering student staff training

● Assist in creating policies, procedures, forms and documents for the department

● Supervise and create schedules for employees

Education

Mississippi Delta Community College May 2001

A.A.S. Information Systems and Computer Technology

Gentry High School May 1997

Diploma

Summary of Qualifications

● Training professional staff

● Proficient in banking procedures

● Proficient in Microsoft Access, Excel, One Drive, One Note, Outlook, PowerPoint, Publisher, Word, Actimize, Lexis Nexus, Passport, Service Browser, Image Center, SharePoint, Host, ATF, WebView, and ATM

● Fast learner, works well under pressure, great people skills

Professional

References

Tamara Santiago PNC Multifamily Capital Risk Manager/Insurance Analyst 270-***-****

Anthony Cox WesBanco Operations Manager 502-***-****

Rebecca Simpson WesBanco Branch Manager 502-***-****

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