Aida Velkic
Saint Louis,MO
Summary
Driven by a results-focused approach at BMO, I excelled in leveraging financial product knowledge and relationship building to enhance customer satisfaction and drive revenue growth. My proactive cross-selling strategies and effective team collaboration led to significant achievements in client retention and sales enhancement, showcasing my cash handling expertise and creative thinking. Seeking to pass my knowledge and expertise to a team and guiding them to be successful in their journey as bankers.
Overview
13
13
years of professional experience
Work History
Retail Relationship Banker
BMO
01.2018 - Current
- Resolved customer issues effectively, maintaining a high level of professionalism and empathy throughout interactions.
- Collaborated with other team members to deliver seamless banking experiences for customers.
- Reduced risk exposure through diligent monitoring of credit quality and strict adherence to underwriting guidelines.
- Identified opportunities for cross-selling products, leading to increased revenue for the bank.
- Retained existing clients and attracted new ones through personalized financial product recommendations.
- Assisted in training new hires, sharing best practices and imparting valuable industry knowledge.
- Boosted customer satisfaction by providing exceptional service and addressing client needs promptly.
- Facilitated informative workshops with bankers to strengthen knowledge and use of tools provided by BMO
Lead Customer Experience Representative
BMO
03.2014 - 01.2018
- Promoted upselling opportunities when appropriate, contributing to increased revenue generation through add-on sales or upgrades of existing products.
- Conducted regular training sessions for team members on best practices in customer service, enhancing overall team performance.
- Helped train new hires.
Customer Experience Representative
BMO
03.2012 - 03.2014
- Established a positive work environment that encouraged collaboration and teamwork among staff members for optimal results.
- Promoted upselling opportunities when appropriate, contributing to increased revenue generation through add-on sales or upgrades of existing productsservices.
- Continuously refined personal communication skills, adapting to various customer personalities and preferences for optimal rapportbuilding.
- Facilitated smooth issue resolution by maintaining clear lines of communication between customers and relevant departments.
- Increased repeat business with exceptional follow-up efforts that nurtured ongoing relationships with customers.
Education
Associate of Science - Hotel And Restaurant Management
St Louis Community College
Forest Park05.2005
Skills
- Branch operations
- Financial product knowledge
- Cash handling expertise
- Cross-selling abilities
- Creative Thinking
- Relationship building and management
- Multitasking
- Relationship Building
- Team building
Languages
Bosnian
Native or Bilingual
Timeline
Retail Relationship Banker
BMO
01.2018 - Current
Lead Customer Experience Representative
BMO
03.2014 - 01.2018
Customer Experience Representative
BMO
03.2012 - 03.2014
Associate of Science - Hotel And Restaurant Management
St Louis Community College