Remote-Ready Customer Service Professional with Sales Expertise

Johanna “Jojo” Segura

**** * ********** ****, ********, SC 29212 ***********@*****.*** (843) 713 - 5097 WORK EXPERIENCE

TD Bank, Ramsey, NJ & Carolina Coast South Floater Pool, SC, October 17th, 2022 – April 4th, 2025

Retail Banker 1 & 2 (Float)

● Increases customer retention

● Expertly de-escalates and calms upset customers.

● Challenges oneself to utilize problem solving skills for unique situations and customer grievances

● Paces above fellow team members by always uncovering customers’ financial needs

● Delivers an Unexpectedly Human approach to assisting customers, and effectively displays empathy with each one

● Opens Personal Checking, Personal Savings, Trust, Estate, Landlord-Tenant, Political Campaign, Money Market, Custodial, CD, Business Checking, Business Savings, Business CD, Safe Deposit Box, and Business, Debtor in Possession accounts. Submits Personal and Business loans, HELOC or HELOAN, and Credit Card applications. Performs loan closings (NJ) and Notary Services (NJ). Assists the Teller line. Speedily secures the accounts and profiles of Fraud victims.

American Eagle Outfitters, Rockaway, NJ June 13th 2021 - May 15th 2022 Sales Lead (Managerial Position)

● Effective LOD (Leader on Duty), Consistently raised store customer conversion, average amount of items purchased, and average money spent per transaction

● Provided excellent customer service, Opened store credit cards, Advertised and sold store products, Managed entry level employees, Prevented product shrink

● Trained new employees in sales, fitting room responsibilities, shrink prevention, cashier behaviors, and coached learning opportunities

TD Bank, East Hanover; NJ June 26th 2018 - May 19th 2019 Bank Teller

● Increased customer satisfaction for the branch by 30%, Continued to consistently receive 100% in customer surveys each week

● Redeemed Saving Bonds, Sold credit cards to qualified customers, Performed cash and or check in or out transactions with speed and precision

● Researched updates in TD’s online banking platform to ensure efficient and accurate customer assistance

Capital One Bank, Laurel, MD August 28th 2017 - March 17th 2018 Bank Teller

● Performed commercial and personal transactions

● Increased customer service survey percentage by 20%, Held top 3 NPS scores for Capital One Bank in the North Maryland region

● Investigated potential fraud during the heaviest season for money laundering and falsified IDs

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