Client Services Specialist with Banking & Retail Expertise
Resume:
Maxine Welch
Odessa FL, ***** 727-***-**** ************@*****.***
PROFESSIONAL SUMMARY
Dedicated and empathetic Client Services Specialist with over 5 years of experience in financial services, estate servicing, and retail sales. Proven ability to deliver high-level customer care, resolve complex issues, and navigate sensitive client situations with compassion and precision. Strong background in banking operations, relationship-building, and cross-functional collaboration. Seeking to leverage expertise in a dynamic and client-focused role.
SKILLS
Customer Communication & Service Management
Conflict Resolution & Complaint Handling
Cross-Selling & Client Advisory
Attention to Detail & Accuracy
Time Management & Multitasking
Problem Solving & Critical Thinking
Strong Interpersonal & Written Communication
Adaptability & Empathy
Decision Making & Issue Management
Microsoft Office (Word, Excel, Outlook), Internal Banking Systems (Synergy, Interact, Bolt, etc.)
Professional Experience
Front Desk Agent-Hampton by Hilton-Current
Assist guests with check-in and check-out procedures.
Provided excellent customer service and resolved guests concern.
Manage reservations, payments and hotel informational systems.
Greet all guests with enthusiasm and professionalism while providing equal respect and service to
Everyone. Maintained a clean welcoming and organized front desk and lobby environment.
Monitor and maintain ivenntory in front desk area
Client Specialist 11-Small Business Specialist Bank of America-Tampa FL 07-2018-May 2024
•Work closed with and servicing small business accounts, checking, saving, CD’s and investments
via technology (online and mobile banking).
•Navigating multiple computer applications while interacting with the client.
•Listening, understanding and providing solutions for our clients’ needs.
•Displays passion, integrity, commitment and drive to deliver a positive,
differentiated service that improves our clients’ financial lives. Assisting with claims and.
•Fully understands how life events can impact a client’s financial situation and is
prepared to actively advise solutions and analyze/resolve complex client problems
through creative solutions.
•Ongoing professional development to deepen my skills/experience and optimize
expertise as the industry evolves and changes.
Sr. Client Services Specialist – Estate Servicing Operations
Bank of America – Tampa, FL May-2024-Sept 2025
Manage complex and escalated estate-related inquiries with professionalism, empathy, and accuracy.
Review and validate legal and court documents across all U.S. states, ensuring compliance with estate settlement procedures.
Collaborate with internal departments and financial centers to resolve sensitive estate matters.
Navigate multiple systems to fulfill service-level agreements and enhance client satisfaction.
Provide compassionate support to clients managing the affairs of deceased loved ones, ensuring clear communication and guidance.
Retail Sales & Design Consultant
Ashley Furniture HomeStore – Tampa, FL Apr 2014 – Jun 2018
Advised clients on home design solutions using samples of flooring, wall art, paint, and furniture layouts.
Built lasting client relationships and delivered personalized sales support.
Consistently exceeded sales goals through cross-selling and needs-based recommendations.
Partnered with store managers to identify customer needs and improve service delivery.
Applied product knowledge to educate customers and improve overall satisfaction.
Personal Banker
Bank of America – Tampa, FL 2007 – 2014
Opened consumer and small business accounts in a high-volume, face-to-face environment.
Delivered tailored financial product recommendations based on client needs.
Promoted the bank's culture of operational excellence and risk management.
Provided ongoing customer support to drive client retention and loyalty.
Education
Medgar Evers College, Brooklyn, NY
Pursued a Bachelor’s Degree in Business Marketing
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