Alexa Keohane
Buffalo,NY
Summary
Leveraging 8 years of experience in banking operations and customer sales support, I am seeking a career transition into the wellness industry, focusing on mental health and fertility healthcare. I am passionate about empowering individuals to achieve holistic well-being and possess strong interpersonal skills to build trusting relationships with clients.
Overview
8
8
years of professional experience
Work History
Client Relationship Manager
CitiBank
10.2021 - Current
- Streamlined documentation processes, reducing processing time by 30%, by managing and optimizing various documentation processes, credit approvals, and operational troubleshooting tasks, ensuring efficient client service delivery
- Enhanced client transparency by developing key metrics to track client activity, resulting in a 25% increase in client engagement and communication
- Cultivate strong relationships with control functions (Legal, Compliance, Market & Credit Risk, Audit) to establish robust governance and control frameworks for client accounts, contributing to a 15% reduction in compliance issues
- Advise on Investment Strategies; serve as a trusted advisor to clients, crafting customized investment plans and spearheading capital raising initiatives
- Maintain records of all interactions with customers using CRM software tools, ensuring accurate and up-to-date client information
- Update company databases regularly to ensure the accuracy of information about clients, supporting effective relationship management and service delivery
- Conduct regular follow-up calls with existing customers regarding their service needs, ensuring high levels of customer satisfaction and retention
Supervisor of Operations
M&T Bank
05.2016 - 10.2021
- Spearheaded a team of document specialists responsible for reviewing critical documents, ensuring regulatory compliance with government agencies, and meticulously establishing accurate database records
- Served as the trusted customer service point of contact and subject matter expert (SME)
- Achieved a high customer satisfaction rate by providing exceptional service and comprehensive guidance to new customers, navigating the document custody process
- Optimized daily operations in a high-volume production environment
- Demonstrated agility by adjusting tactics and prioritizing tasks to consistently meet fluctuating deadlines
- Empowered a high-performing team through the design and implementation of a comprehensive training program, successfully onboarding new hires and developing quality assurance team members
- Championed a culture of continuous improvement
- Led process enhancements that streamlined efficiency and empowered employees to contribute innovative ideas
Education
Bachelor of Science (B.S.) - Higher Education Administration & Student Affairs
Buffalo State College
Buffalo, NY01.2016
Skills
- Empathy and understanding
- Project management
- Attention to detail
- Active listening
- Goal setting
- Sales expertise
- Problem-solving abilities
- Relationship building
Timeline
Client Relationship Manager
CitiBank
10.2021 - Current
Supervisor of Operations
M&T Bank
05.2016 - 10.2021
Bachelor of Science (B.S.) - Higher Education Administration & Student Affairs
Buffalo State College