Client-Focused Financial Services and Member Care

Patrick Simmons

**** **** ****** ** • Stone Mountain, GA 30083

Cell: 404-***-**** • Email: ************@*****.***

Professional Summary

Client-focused financial professional with over 20 years of customer service excellence and 9 years in financial institutions. Proven success in building, maintaining, and deepening long-term client relationships by delivering personalized banking solutions and expert financial guidance. Skilled in account management, cross-selling, loan origination, and resolving complex issues efficiently. Recognized for outstanding communication, adaptability, and commitment to customer satisfaction.

Core Skills

Relationship management & client retention

Financial consultation & needs assessment

Sales, cross-selling, and upselling of financial products

Loan application processing & account servicing

Problem resolution & member advocacy

Regulatory compliance & banking procedures

Cross-functional collaboration

MS Office, Symitar, PartnerCare, Paylogics, PayPlus, Excel, PowerPoint

Professional Experience

Educational Staffing Solutions (ESS)

Substitute teacher, Henty County GA Schools __ April 2026-__

Substitute teaching and support for grade levels K through 12

Delta Community Credit Union

Hybrid Member Service Agent — July 2020 – February 2026

Built and maintained strong member relationships by providing personalized advice on banking products, loans, and credit options.

Opened, serviced, and closed personal accounts; submitted and maintained loan applications.

Consulted with members to identify financial needs and recommend suitable services to achieve their goals.

Delivered seamless teller and account services while promoting new products and financial solutions.

Collaborated with lending and back-office departments to ensure efficient service delivery.

Consistently exceeded branch goals for service quality and cross-sell performance.

Member Care Agent — November 2016 – July 2020

Provided first-call resolution for complex inquiries with empathy and policy expertise.

Guided members through transactions, digital banking tools, and credit union services.

Mentored new agents to enhance call center metrics, including quality assurance and average handle time.

Applied de-escalation strategies to sustain positive member relationships and uphold service standards.

Supported management in meeting departmental goals for satisfaction and productivity.

Georgia Power

Customer Service Representative A — June 2007 – June 2016

Managed residential and business customer accounts, payments, and service orders.

Delivered tailored product recommendations to improve budget management and client satisfaction.

Built rapport and trust with customers through transparent communication and efficient issue resolution.

Sr. Transmission Assistant — September 2003 – June 2007

Coordinated system communications between departments and maintained accurate work and event logs.

Business Customer Consultant — September 2001 – September 2003

Consulted small and mid-sized business clients on billing, collections, and value-added energy solutions.

Generated and qualified leads for electric-related products, improving business engagement metrics.

Customer Care Consultant — November 1998 – September 2001

Handled high-volume residential customer inquiries and service requests with professionalism and urgency.

Identified service enhancement opportunities to increase satisfaction and retention.

Awards & Recognition

2nd Place for Highest QA – February 2019, Delta Community Credit Union

Multiple Customer Service Commendations, Delta Community Credit Union & Georgia Power

Featured in Georgia Power newsletter for exceptional service (2012)

Recognized for 10 years of dedicated service (2008)

Education

Georgia State University — B.A. Political Science, Minor in Journalism, Nov 1993

Walker High School — Diploma, June 1987

Additional Training & Certifications

CPR Certification

Valuing Differences & Diversity Training

Banking Compliance & Loan Origination Courses (Delta Community Credit Union)

Microsoft Software Courses (Word, Excel, PowerPoint, Partner Care, etc.)

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