Summary
Overview
Work History
Education
Skills
Timeline
Awards
Awards
GeneralManager
Debra Baronich

Debra Baronich

North Tonawanda,NY

Summary

Accomplished customer service with 32 years of experience interacting with customers to increase sales and offer services. Seasoned expert at promoting products and offerings, creating new accounts and assisting customers with various requests. Motivated and results-oriented with background increasing new customer accounts and maximizing services among existing customers.

Overview

36
36
years of professional experience

Work History

Senior Banking Specialist II

Key Bank Call Center
Lockport, NY
09.1998 - 02.2020
  • Answered inbound service calls from consumer clients.
  • Answering inquiries. Resolve issues, respond to client needs. Uncover and explore opportunities to refer additional products and services.
  • Took escalation calls when customers insisted to speak with a supervisor and or executive office.
  • Transferred funds, money orders, stop payments.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Maintained up-to-date knowledge of product and service changes.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Surpassed sales goals through implementation of effective marketing strategies.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.

Licensed Insurance Agent and Customer Service.

Allstate Insurance Co
Niagara Falls, NY
10.2001 - 02.2003
  • Provided coverage option information to assist clients in protecting assets.
  • Obtained underwriting approval by completing application for coverage.
  • Took payments in office for customers
  • Cashed out drawers and took deposits to the bank.
  • Photo inspections.
  • Policy changes per the customers request.
  • Reported claims.

Night Shift Supervisor and Cashier Trainer

Brass Jubilee Grocery Store
Arcade, NY
08.1985 - 05.1998
  • Trained cashiers customer service.
  • Night time supervisor of cashiers.
  • Closed store at closing.
  • Cashed out drawers and counted out coupons.
  • Cashed out lotto drawer,money orders, NYSEG etc.
  • Restocked and organized merchandise in front lanes.
  • Helped customers complete purchases, locate items.
  • Answered questions about store policies and addressed customer concerns.
  • Checked identification for proof-of-age for alcohol and tobacco sales.
  • Cashed check for customers.
  • Rented movies and games.
  • worked returns
  • worked bottles and cans returns by hand no machine
  • Worked flexible schedule and extra shifts to meet business needs.
  • pulled down Sales and put up new signs for new week ad.
  • Collected and authorized payments of guests.
  • Operated cash register for cash, check and credit card transactions with excellent accuracy levels.

Education

High School Diploma -

North Tonawanda High School
North Tonawanda, NY
06.1981 - 06.1981

Skills

Bank services

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Timeline

Licensed Insurance Agent and Customer Service.

Allstate Insurance Co
10.2001 - 02.2003

Senior Banking Specialist II

Key Bank Call Center
09.1998 - 02.2020

Night Shift Supervisor and Cashier Trainer

Brass Jubilee Grocery Store
08.1985 - 05.1998

High School Diploma -

North Tonawanda High School
06.1981 - 06.1981

Awards

Key Bank March, 2006 Outbound telesales award for highest cross sell of 1.51% goal was 1.25% for year. For 1 month I hit 1.81%

Award for giving every call Ease, Value and expertise. Client satisfaction surveys in which I had 5 perfect scores out of 5 and perfect quality for the month

From 2016 -2020 I had over 50 customers that took the time and either called in or wrote a letter complementing me on my service and or 100% quality scores.

Awards

Key Bank March, 2006 Outbound telesales award for highest cross sell of 1.51% goal was 1.25% for year. For 1 month I hit 1.81%

Award for giving every call Ease, Value and expertise. Client satisfaction surveys in which I had 5 perfect scores out of 5 and perfect quality for the month

From 2016 -2020 I had over 50 customers that took the time and either called in or wrote a letter complementing me on my service and or 100% quality scores.

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Debra Baronich