Capital One Bank N.A [April 2014 – Present]
- Provide exceptional customer service, forming meaningful connections and relationships.
- Trained to identify and cater to various personality types
- Presented solutions/products after assessing individual needs through interpersonal skills.
- Part of Leadership Team: actively working on conflict resolutions, training co-workers on the customer experience and how to utilize the resources available to achieve company’s mission.
- Part of a digital experience, with the mission to simplify the digital transition across all age groups. Assisting individuals in learning new technology and mastering it without difficulty or fear.
Citibank N.A [May 2014 to January 2015]
- Built interpersonal relationships with clients, identifying referral opportunities to meet client’s needs.
- Demonstrated excellent Customer Service, achieving a 98.6% customer service rating score year to date.
- Serves as the back-up when Lead Teller is absent, actively executing supervisor duties: supervising the teller line, managing the vault, loading the ATM’s, buying and selling cash for the bank.
- Assisted in filing and organizing files and other office duties.
Personal Tele-Banking Assistant [October 2012 to January 2014]
- Advised customers on banking products, addressing and resolving customer issues and complaints.
- Referred unresolved customer queries to designated departments for further investigation.
- Initiated operational improvements to increase overall call center productivity.
- Handled various escalations to resolve fraudulent and suspicious activities.
- Assisted with office duties using the various Microsoft Office applications to create necessary documents for customers and staffs.
While working at a bank, I was able to attain great interpersonal skills, making that connection and building deep lasting relationships with strangers. I am trained to appeal to various personality types, to assess an individual’s needs and develop a resolution/plan to cater to those needs. This work experience have trained me to be fast on my feet, quickly reacting to conflicting, high pressured situations with a focused attitude.
The constant change in the industry has made me adaptable to my environment and comfortable with change and challenges. Moving from traditional banking to a digitally evolved concept, has allowed me to develop my digital skills, simplifying and passing it on, across all age groups. Making working with technology exciting and comfortable.
