Financial Services Professional with Banking Experience

Carla Williams

*** *** ****** *****, ******* CA *4590 Cell: 707-***-**** - **********@*****.***

Summary

Qualified and resourceful financial professional with diverse expertise in Retail banking services, Sales Management and Customer service problem resolution.

Highlights Experience

Senior Associate-IC Personal Banking

2023-2026

BMO-Bank of Montreal

Provides efficient and accurate handling of customer requests and transactions in a professional and timely manner. Ensures all required policies, guidelines and standards are met as they provide service to BMO customers. Includes a mix of customer service and customer fulfilment activities.

Process customer application to fulfil customer requests from set up to settlement in accordance with policies and standards. Assists in processing more complex customer application/requests.

Collaborate with internal and external stakeholders in order to deliver on business objectives.

Analyzes data and information to provide insights and recommendations.

Supports change management of varying scope and type; tasks typically focused on execution and sustainment activities.

Investigates and addresses specific customer issues.

Provide customer service by responding to general questions via phone, mail in a timely and professional manner; includes acting as a main point of contact for certain customer requests.

Refers more complex and specific requests, questions or issues as required.

Gathers additional documentation from the customer and /or internal stakeholders to ensure all required information is available to fulfill client requests.

Recommends workflow improvements to deliver a more efficient operation

Manages customer documentation ton ensure that records are maintained in a proper manner.

Completes complex & diverse tasks within given rules/limits.

Analyzes issues and determines next steps; escalates as required.

Broader work or accountabilities may be assigned as needed.

BEST Support Officer

July 2005 to 2023

Bank of the West - San Ramon, CA

Responsible for providing superior customer service to branches and various units on a variety of issues pertaining to policy and procedures and systems applications related to branches in problem solving by being the direct support to the branches, in operations, new accounts, business banking, in directly assisted BEST support staff as a help queue support, also provided training when new procedures were implemented with Best team. additional duties supported back office departments incentive, SME, CLS credit, and supported debit card operations.

Branch Sales Manager

January 1999 to July 2005

Bank of the West - San Ramon, Ca

Branch Sales Manager duties responsible for managing sales platform staff in meeting branch sales goals. managed platform staff and performed performance evaluation and recommendation for merit increases. acted as officer in charge in absence of branch manager worked in operations as needed. conducted weekly sales meetings for both operations and sales staff. Provided coaching and training in cross- selling of consumer and Business products and services. Performed monthly new account audits, met and exceeded sales goals. Also experienced in mortgage lending, home equity loans, Business and commercial lending.

Customer Relations Manager

November 1993 to January 1999

Citibank - Piedmont, ca

Duties: included managing sales, customer resolution, managed sales staff in opening new accounts. managed

Business and Personal portfolios, implemented marketing events for sales staff for bank promotions and increased sales growth through cross sales and marketing .Assisted in Operations and provided customer service by acting as operation supervisor, handled cash drawers and performed monthly Branch Operational and Sales audits. Pro-actively met branch sales and Operational goals. conducted weekly production sales performance with branch staff in meeting branch goals, Have strong knowledge in consumer, commercial loans.

Education

GED : general education, 1982

Benicia High School - Benicia, CA, USA

1982 - Diablo Valley College

Pleasant Hill, CA

Business Administration

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