Customer Service Team Leader

Chentel Watford

Email:*******.*******@*****.***

*** ****** **** ***. ** Brooklyn, NY 11226 ● Cell 347-***-****

Education

CUNY Medger Evers College, Brooklyn, NY● August 2005 – August 2007

Major: Liberal Arts & Early Childhood Education

QUALIFICATIONS

Over 10 years of Customer Service experience

Over 7 years of Branch Banking experience

Accumulative of 6 years in a Supervisory role

Individual Contributor in a Sales and Service Environment

ACCOMPLISHMENTS

KDS team leader at Branch 305 at Citibank

Ranked as a top sales and service teller amongst my branch peers in South Brooklyn district at Citibank

CEMP CHAMPION based on overall average of individual sales and service at Capital One

Recognized as a top sales performer amongst teller managers at Capital One

WOW award nominee at TD Bank

Bank at Work Champ and Brand Ambassador at TD Bank

Successfully assisted in the Grand Opening of 2 TD Denova Branches

Recipient of the Dime Women of Character Courage and Commitment Award

Successfully opened the 2nd First National Bank Of Long Island in the Bay Ridge community

Professional Experience

FNBLI LEGACY / CONNECTONE BANK BROOOKLYN, NY DECEMBER 2018- PRESENT

Client Service Manager / AVP

Ensure all branch operational procedures are meet and up held, ensuring the branch passes all audits and the Federal regulations are adhered to.

Execute operational duties within the branch in support of sales personnel, including processing/approving applications, signature cards, check ordering, etc. to support all branch customer segments

Own the customer experience by serving as first point of contact for customers entering the branch, provide a positive first impression through courteous, friendly and efficient customer service and meet customer expectations while expecting my staff to mimic my behavior.

Resolve operational and high-risk issues while determining the most appropriate course of action for resolution and ensuring the team works within regulatory requirements and policies

Improves processes and work efficiency of my team member by providing ongoing feedback and guidance in line with established codes of conduct

Deepened profitable small business relationships by introducing cash management, digital, and lending solutions that meet client needs.

Engaged in structured sales reviews and sales planning processes with Regional Director.

Staying informed about local market dynamics, competitor actions and customer trends.

Operated in any role/position held within the branch to assure all branch functions are carried out.

Manage paid time off (PTO), time-sheet approval bi-weekly via ADP, and staff scheduling based on volume of the branches needs.

DIME COMMUNITY BANK BROOKLYN, NY AUGUST 2017-DECEMBER 2018

Officer In Charge/ Relationship Banker

Devise and manage sales plan delineating optimal methods for achieving sales through interaction with clients, prospects, internal partners, COI’s and other external contacts and through engaging in events and other marketing activities.

Leverage Connections and other lead generation techniques (e.g., referrals, community outreach) to identify new-to-bank prospects and cross-selling opportunities with current clients.

Conduct profiling discussions with prospects to understand background and identify needs; discuss potential solutions that are a good fit in a way that clients can understand.

Conduct outbound sales activities (e.g., phone out-reach, community events, meetings with local businesses) to establish visibility in the community and drive business to the branch.

Take ownership over the client experience; understand and resolve service issues personally or by working with key partners in the branch and internal network.

Schedule periodic meetings and check-points with clients to provide value-added services.

Appropriately document client information and interaction in designated systems and forms.

Meet regularly with Branch Manager to discuss sales plan, goals, and strategies for acquiring and growing clients, and service issues; solicit feedback and coaching to optimize performance.

Provide Tellers and other branch staff with coaching and guidance on products and special programs, identifying clients’ needs, and providing appropriate referrals.

Assist in providing in-branch service to support service excellence and generate sales leads.

Assist in execution of branch events; invite clients and prospects to events; actively engage with attendees and follow-up to develop a network and grow branch business.

Actively participate in branch meetings; share information and highlight others’ contributions.

Work with Branch Manager to develop and execute ideas to drive traffic into the branch; assist Branch Manager as appropriate to provide solutions and service for segment clients (e.g., Small Business).

Work with segment partners (e.g., Small Business) to obtain and provide appropriately qualified referrals; meet periodically with segment partners to review goals, discuss strategies, and solicit feedback and coaching to optimize performance.

Follow up with segment partners to track progress with client’s referrals to ensure sales opportunities move forward and clients receive the service they require.

Develop internal network, with support from Branch Manager to be able to provide full scope of service to clients in a timely, optimal manner.

Recognize, reward, and reinforce outstanding employee performance.

Conduct daily process to ensure adherence to operational requirements; investigate controllable losses among branch staff; provide coaching and manage performance as applicable.

TD BANK BROOKLYN, NY MARCH 2017-AUGUST 2017

Customer Service Representative

Provides sound advice during customer interactions to create a WOW customer experience and ensures that the customer’s financial needs are met.

Demonstrate competency and accountability with Store operational standards alongside the rest of the management team

Meets with customers and prospects and develops understanding of other financial objectives and needs. Assesses customer information and suggests appropriate product and service solutions. Sells customers on value and benefits of suggested alternatives and closes sales.

Contributes to the ongoing improvement of the Customer Experience by leading, coaching and modeling quality service at every Customer interaction.

Ability to train less experienced team members due to being cross-trained on the teller side and platform side

Sales skills with the ability to influence Customers.

Provides sound advice during customer interactions to create a WOW customer experience and ensures that the customer’s financial needs are met.

Responsible for coordinating bank at work days to promote and sell TD Bank N.A brand and products while in community, industrial, schools and fairs affairs "Bank at work Champ"

Successful Certification as a Consumer Lender (CCL)

TD brand ambassador (successfully assisted in opening 2 DeNova branches)consists of direct customers to appropriate parties, opening new accounts, coordinating with Marketing Manager to ensure the vendors and guest itinerary are fulfilled, trained new employees to meet standards during a fast paced environment while following bank and federal guidelines.

TD BANK BRONX, NY AUGUST 2016- MARCH 2017

Head Teller

Provides Exceptional “WOW” customer service

Demonstrate competency and accountability with Store operational standards alongside the rest of the management team

Provides leadership, conflict resolution, and process improvement and communication to the Teller line

Coaches team members on identifying sales opportunities and referring customers to appropriate store employees or internal business partners to achieve both store and individual sales revenue goals

Ensuring all tellers part –time and full-time tellers are referring based on the needs and best interest of the customer via teller observations

Manage teller paid time off (PTO) and regular staff scheduling within the staffing model

Recruit, interview, train, orient, create conference notes and evaluate tellers in accordance with HR guidelines

Support, mentor and coach tellers and CSRS in their professional development

Works with Marketing team to ensure recognition of the customers sales needs, cultural needs, and community development

Builds a strong teller line that exceeds overall sales goals provided by district

Trained to assist on the platform with account closing, check orders, issuing debit card, reg E claims, vector request

Occasionally participate on site visits to ensure legitimate businesses are established prior to account opening

Currency management via usage of Microsoft Xcel, Icom, and company policy and procedures

Monitor and adhere to operational controls, including legal, corporate and regulatory policies and procedures to ensure safety and security of clients, employees, and bank assets.

Resolve escalated client complaints/issues promptly and effectively, and identify “teaching moments” for staff development.

Develop and execute action plans to improve operational controls and mitigate controllable losses while maximizing customer advocacy.

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