Adela Music
Kettering,OH
Summary
Personable, communicative, and dedicated Customer Service professional with extensive experience in the retail banking industry, demonstrating skills to prioritize and multi-task in fast-paced working environment. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients and successfully handling escalated customer support issues. Highly-developed communicator with outstanding skills in complex problem-solving and conflict resolution. Expertise in resource allocation and time management. Solid background in high-volume office environments focused on delivering exceptional clerical and operational support for professionals. Friendly demeanor and sound judgment to handle diverse daily tasks with minimal oversight.
Overview
17
17
years of professional experience
Work History
Executive Client Relations, Senior Officer
PNC Bank
Pittsburgh, PA
07.2017 - Current
- Resolve complex escalated issues with a high customer and institutional impact that have reached the highest escalation point within the enterprise
- Field incoming and outgoing client interactions to address cases and connect with the client to understand their concerns and to reassure that the appropriate steps will be taken to bring the issue to resolution
- Research, analyze, own, and coordinate the resolutions with appropriate business leaders for complex escalated customer complaints, while taking into account regulatory, legal and investor requirements within the Retail business segments’ customer channels
- Accountable for mitigation of financial, legal and reputational risk
- Establish effective partnerships with internal and external stakeholders to facilitate complaint resolution
- Document the problem resolution process for each investigated complaint assigned to their workflow
- Ensure successful and timely resolution of issues in accordance with organizational, regulatory and investor guidelines
- Act as a point person/subject matter expert for any escalated issues from the Retail business segments
Retail Escalation Manager
PNC Bank
, Ohio
08.2015 - 07.2017
- Resolved customer inquiries and complaints requiring management-level escalation.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Updated databases with new and modified customer data.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Branch Financial Sales Consultant
PNC Bank
, Ohio
02.2014 - 08.2015
- Set up accounts, services and contracts for customers.
- Advised customers on loan, investment and savings products.
- Developed and maintained relationships with customers and assisted in generating sales opportunities.
Merchandise Flow Supervisor
Limited Brands
Columbus, OH
10.2009 - 06.2014
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
- Tracked company inventories, moved excess stock and arranged products to improve sales.
- Adhered to safety regulations, operating procedures and quality standards.
Education
Bachelor’s of Science - Education
The Ohio State University
05.2011
Skills
- Inter-Department Collaboration
- Verbal and Written Communication
- Productive Organization
- Proficient Time Management
- Team Leadership
- Professional and Courteous
- Technical Proficiency
- Training and Development
- Managing Operations and Efficiency
- Performance Tracking and Evaluation
- Documentation and Reporting
- Problem Resolution
- Process Improvement
- Decision Making
- MS Office
- Calm Under Pressure
- Strategic Planning
- Customer Relationship Management
- Negotiation and Conflict Resolution
- Customer Service
Timeline
Executive Client Relations, Senior Officer
PNC Bank
07.2017 - Current
Retail Escalation Manager
PNC Bank
08.2015 - 07.2017
Branch Financial Sales Consultant
PNC Bank
02.2014 - 08.2015
Merchandise Flow Supervisor
Limited Brands
10.2009 - 06.2014
Bachelor’s of Science - Education
The Ohio State University