Alberta Essien
Perry Hall,MD
Summary
Results-oriented banking professional with a passion for continuous learning and innovation. Known for leveraging analytical thinking and creativity to solve problems and deliver high-impact solutions in fast-paced environments.
Capable of managing projects and collaborating effectively with teams. Committed to continuous learning and staying current with industry trends to contribute to organizational success.
Overview
11
11
years of professional experience
Work History
Relationship Banker
BANK OF AMERICA
Virginia
11.2019 - Current
- Identified customers' financial needs and offered suitable product and service options.
- Assisted customers with account opening, wire transfers, and direct deposits as part of banking services.
- Collaborated with internal teams, including mortgage, investment, and commercial banking, to provide holistic financial solutions.
- Provided continuous support during the loan application process, and addressing inquiries related to loan terms and conditions.
- Educated customers on leveraging technology, tools and resources for managing financial transactions.
- Experienced in effectively employing digital tools and technologies to optimize client experience with digital banking services.
- Investigated escalated customer complaints utilizing problem-solving skills to identify root causes of issues.
- Maintained records of all customer interactions in a secure database system.
- Conducted regular reviews of customer portfolios to identify opportunities for additional products or services that could benefit them financially.
- Advised clients on bank products, services and financial planning options through client facing meetings, inbound calls and outbound calls.
- Utilized CRM tools to track client interactions, preferences, and feedback to improve service delivery.
- Proficient in using software such as Microsoft Office suite and various claims tracking systems
- Conducted regular follow-ups with clients to maintain relationships and update financial plans as needed.
- Follows established policies, procedures and guidelines to protect both customers and Institution.
- Adhered to strict confidentiality protocols to maintain safety of customer and bank information.
Client Service Representative
Bank of America
Alexandria, VA
11.2019 - 02.2021
- Accurately and efficiently processed transactions
- Creates connections to provide exceptional, tailored assistance to clients
- Identify client needs and connect with them to understand their top financial priorities in order to uncover beneficial products and solutions
- Provided customer service support to clients in a timely and efficient manner.
- Handled client inquiries and resolved problems in a composed manner, promptly escalating to manager when necessary.
- Informed and educated clients on conducting simple transactions through self-service technologies
- Complied with industry regulations while protecting both customers and the institution by adhering to established policies, procedures, and guidelines.
- Exhibited strong customer-centric approach by effectively listening and understanding customers' needs and concerns.
- Researched solutions using available resources including internal databases and external sources.
- Established rapport with customers by engaging in friendly interactions and demonstrating effective problem-solving abilities.
- Verified accuracy of data entered into company systems.
- Scheduled and confirmed appointments based on customer availability.
- Reviewed and resolved client concerns and issues, researching relevant details and clearly communicating solutions.
- Built sustainable client relationships based on trust through excellent communication and interpersonal skills.
Assistant Store Manager Trainee (ASMT)
WALGREENS PHARMACY
Virginia
10.2013 - 12.2019
- Managed store operations and team performance by assigning tasks, setting expectations, and offering coaching. Oversaw opening/closing duties and shift changes.
- Supervised store finances by conducting register counts, bank withdrawals, armored car pickups, safe deposits, and change orders while following proper bookkeeping practices.
- Prepared weekly schedules for employees according to business needs.
- Managed Payroll submission for all team members
- Analyzed financial and performance data for the store and pharmacy
- Monitored and analyzed the customer service provided by team members
- Resolved complaints from customers in a timely manner.
- Identified opportunities for process improvements to enhance productivity.
- Modeled and shared customer service best practices with team members to deliver a distinctive and delightful customer experience
- Created promotional displays for merchandise to increase sales
- Assisted in the evaluation and development of various types of displays, such as promotional, seasonal, and sale products.
- Implemented performance improvement plans offered by Store Manager and District Manager
- Implemented loss prevention measures to reduce shrinkage losses.
- Assisted in training new staff members on store policies, procedures, and operations.
- Organized inventory management system to ensure stock accuracy.
- Analyzed inventory trends to guide product ordering and develop sales promotions to minimize overstock.
- Oversaw inventory receiving, stocking, pricing and returns by coordinating with vendors and directing employees.
- Coordinated merchandising by planning floor layouts and displays, guiding resets and directing sales signage placement.
- Participated in leadership training sessions to develop managerial skills.
Education
Associate's degree - Business Administration
Northern Virginia Community College
Virginia07.2024
Skills
- Financial services
- Store management
- Sales management
- Banking
- CRM
- Salesforce
- Account management
- Microsoft Excel
- Microsoft Word
- Microsoft office suite
- Payroll
- Communication skills
- Customer Service-Oriented
- Loss Prevention
References
References available upon request.
Timeline
Client Service Representative
Bank of America
11.2019 - 02.2021
Relationship Banker
BANK OF AMERICA
11.2019 - Current
Assistant Store Manager Trainee (ASMT)
WALGREENS PHARMACY
10.2013 - 12.2019
Associate's degree - Business Administration
Northern Virginia Community College