Quality Assurance Analyst, Associate

• Jan 2020 - Present

Technical Advisor II

• Sep 2018 - Jan 2020

Customer Care/Tech Support

• Feb 2017 - Sep 2018

• Assist merchant on inbound and outbound phone calls• Handle and resolve escalated merchant issues• Assist merchants with terminal set up / installation• Assist merchants with troubleshooting hardware, software, and communication issues • Conduct follow-up and research of each situation

Customer Service Representative / Teller

• Jan 2015 - Dec 2016

• Provide excellent customer service • Process incoming courier shipments from customers • Strong communication skills via phone and email • Write daily reports on branch operations • Open personal accounts when needed • Trained in banking procedures, operations, and compliance • Support Branch Manager with lobby and time management • Process outgoing cash shipments and manage branch cash levels • Provide excellent customer service • Process incoming courier shipments from customers • Strong communication skills via phone and email • Write daily reports on branch operations • Open personal accounts when needed • Trained in banking procedures, operations, and compliance • Support Branch Manager with lobby and time management • Process outgoing cash shipments and manage branch cash levels

Assistant Branch Manager

• Mar 2013 - Jan 2015

• Supervise 5 member teller team• Coach and provide regular feedback and evaluations to employees• Create a work schedule on a monthly basis• Manage the branch cash ordering and totals• Order branch supplies on a monthly basis• Guide team to achieve competitive monthly goals through a positive work environment • Audit branch cash supply and maintain the branch in compliance with regulators• Recognized by District Management for superior branch compliance knowledge• Supported another branch through a successful corporate audit Show less

Personal Banker

• Mar 2008 - Mar 2013

• Assisted customers to proactively meet their financial goals by offering customized solutions • Effectively build rapport with customers that lead to long-lasting relationships• Worked the lobby to provide exceptional customer experience and ensure customers were taken care of in a timely manner• Cultivated assigned book of business to ensure customers' full satisfaction • Networked with branch specialists to identify opportunities in investments, business banking, and loans• Effectively met sales goals with strong cross-selling• Fully trained and licensed in personal and business products including lending Show less

Teller

• Oct 2006 - Mar 2008

• Assisted customers with simple and complex teller transactions ensuring accuracy and great customer experience• Responsible for cash flow, balancing, and settling main cash vault• ATM and TCD custodian• Trained and coached new tellers• Assisted Assistant Branch Manager with purchasing branch supplies• Strong teller referrals