Experience

Liberty Bank

• United States
• Banking
• 200 - 300 Employee

• Senior Personal Banker/VANTIS-Wethersfield South

  • Jan 2011 - Present

  Employee of the year for 2004 Excellence in Customer Service, Top Sales Consultant for Customer Service three years consecutively. Promotion from Customer Service Consultant I to II within two years of hire datePromotion to Operations Supervisor within four years of original hire date. Chosen to participate in the Customer Service Center for the Internet Banking Online Upgrade in 2007Asked to work in the Customer Service Center for Insight Upgrade June 2010Promoted from Personal Banker to Senior Personal Banker within one year Show less

• Senior Personal Banker/VANTIS

  • Jan 2010 - Present

• Float Staff

  • Jan 2008 - Present

• Personal Banker/Service Associate/SBLI

  • Jan 2007 - Present

• Senior Personal Banker

  • Jan 2002 - Present

• Personal Banker

  • Jan 2002 - Present

  TrainingQuality control standardsMaintaining customer service standardsHiring, performance appraisals

• Customer Consultant I/II

  • Jan 2002 - Present

  Created training manual for credit cards to be used over the phone by 14 ConsultantsDeveloped a Needs Assessment Sheet to assist myself and fellow Consultants with incoming calls to help assess customers’ needsResponsible for coaching new hires for two months before they began to assist customers over the phoneCreated 3 Call Center training manuals for Field Inquiry questions, loan questions, and Generals Account Inquiries which were utilized for all ConsultantsResponsible for weekend scheduling of 14 Consultants for the Call Center. Suggested and implemented shortcut system for Liberty Line (customer service line)Suggested moving 800# to website for lost debit card for customer convenience. Incoming and outgoing calls, monitoring calls Reviewing customer problems and developing and eventually implementation of solutionsHandling dissatisfied customers by developing a system of steps to help the customerEducating customers about the types of accounts they have and what products and services might benefit themRebating fees within supervisor limits and for appropriate reasons. In-depth analysis of banking programs and success ratesAssisted Loan Servicing with Streamlines and Modifications.Enjoys projects and learning opportunitiesVery effective at looking into new policies or procedures and thinking beyond what is presented-looking at the entire process and thinking of how it may impact processes further down the road. Often, these questions having spurred more research or testing to ensure a complete understandingCompleted 855 referrals for a part time employee from Jan. to Sept which averages to 95 a month which is more than 237% of my goalManaged four employees and the day to day running of the teller lineBranch securityHiring, performance appraisalsBalancing of general ledger accounts, monthly-quarterly and yearly audits and sales and marketingSBLIWeekly meeting with Management to inform of issues impacting branch Show less



McDonald’s Corporation

• Crew Person

  • Jan 1988 - Jan 1992

  Opened and closed the store ensuring the operational efficiency, safety, and security of the store Supervised 23 employees Opened and closed the store ensuring the operational efficiency, safety, and security of the store Supervised 23 employees