Alexandria Johnson
Suitland,USA
Summary
Self-motivated Professional experienced in technical support and customer service. Delivered exceptional client support and maintained high levels of customer satisfaction through strong communication and problem-solving skills. Focused on enhancing operational processes to improve overall customer experience.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Office of the Chief Financial Officer
Washington, DC
10.2022 - Current
- Greeted and provided exceptional customer service, enhancing customer satisfaction and loyalty
- Utilize NemoQ application to call customers to process their transactions
- Process customers' payments through Etims & iNovah application
- Process payments with cash, credit/debit card, & negotiable items
- Accept several types of payments on behalf of the Treasury Office
- Balance cash drawer & credit card terminal daily
- Completed and submitted daily reports to ensure accurate financial tracking and accountability
- Adhered to agency policies and procedures to maintain compliance and operational integrity
- Utilized Microsoft Outlook for email communication and scheduling
Financial Service Specialist - Contractor
Democracy Federal Credit Union
District Heights, MD
02.2022 - 10.2022
- Open Accounts for new/potential members
- Process transactions through Symitar application
- Process, book, & disburse loans through Meridian Link
- Performed account maintenance on current members' accounts, ensuring accuracy and compliance with bank policies
- Handled incoming calls and email inquiries from members, providing timely assistance and support
- Coordinated scheduling of member appointments
- Issued negotiable items (cashier's checks and money orders)
- Adhere to the bank's policies and procedures
- Utilized Microsoft Outlook for communication and scheduling
- Cross-sold products and services to new and existing members, enhancing member engagement and satisfaction
- Meet quarterly sales goals
Financial Services Representative II
Andrews Federal Credit Union
Suitland, MD
09.2021 - 02.2022
- Maximized the depth of the client relationship by partnering with lending, insurance, & merchant service specialists
- Processed a variety of transactions including check cashing, withdrawals, deposits, and loan payments
- Addressed member inquiries, providing timely and accurate information to enhance customer satisfaction
- Supervised teller line, ensuring efficient service and accurate transaction processing
- Balanced and settled ATMs, maintaining cash accuracy and availability for customer transactions
- Adhered to bank's policies and procedures
- Ordered & prepared branch's shipment of currency/coin
- Utilized Microsoft Outlook for email communication and scheduling appointments
- Demonstrated flexibility to take on new roles & responsibilities to help with the overall performance of the branch
Operations Services Supervisor
First Citizens Bank
Arlington, VA
11.2019 - 05.2021
- Supervised daily operations of the branch
- Analyzed & identified all performance related issues and ensured appropriate steps to prevent loss
- Ensured the branch was in compliance with applicable laws and company policies
- Conducted quarterly operational audits to ensure compliance and operational integrity
- Managed records and retention processes to ensure compliance with regulations.
- Coordinated shipment of currency and coins for the branch.
- Completed quarterly staff reviews to evaluate performance and support employee development
- Operated cash terminal to process transactions efficiently during peak hours.
- Utilized Microsoft Outlook for email communication and scheduling.
Administrative Assistant II - Contractor
U.S. Department Of Transportation
Washington, DC
04.2018 - 10.2019
- Coordinated meetings and appointments to ensure efficient scheduling and availability
- Organized travel arrangements for senior managers
- Drafted and disseminated correspondence memos, letters, and faxes to facilitate communication
- Managed supply inventory and restocked items to support uninterrupted office operations
- Assisted with the preparation of regularly scheduled reports
- Maintained computer/ manual filing systems
- Oversaw record and retention management processes
- Responded to inquiries via email, telephone, and in-person interactions
- Managed incoming mail by sorting and distributing to appropriate staff
- Coordinated scheduling of staff appointments
- Arranged for repairs of office equipment to maintain functionality
- Handled sensitive information in a confidential manner
- Carry out administrative duties such as filing, typing, copying, binding, scanning etc.
- Updated and organized contact lists for easy access
- Answered/directed incoming phone calls
Teller Manager
Capital One Bank
Washington, DC
08.2016 - 04.2018
- Supervised the teller line
- Developed and implemented operational procedures to enhance teller line efficiency
- Motivated/developed branch staff
- Managed branch scheduling to ensure optimal coverage and service levels
- Motivated and developed branch staff through targeted training and performance feedback
- Managed the vault and confidential documents for weekly and monthly audits
- Answered customer's inquiries
- Ordered and prepared branch's shipment of currency/coin
- Record & retention management
Teller III
Suntrust Bank
Washington, DC
05.2013 - 08.2016
- Processed a variety of transactions including check cashing, withdrawals, deposits, and loan payments
- Settled cash drawer and researched discrepancies per branch procedures
- Settled cash drawer and research any discrepancies according to branch procedures
- Issued negotiable items (cashier's checks and money orders) Adheres to bank's policies and procedures
- Enhanced client relationships by collaborating with lending, insurance, and merchant service specialists
- Conducted training sessions for new employees to ensure proper onboarding procedures were followed.
- Managed record-keeping and retention processes to ensure compliance with company standards.
- Maximized the depth of the client relationship by partnering with lending, insurance and merchant service specialists
- Record & retention management
Education
Duval High School
Lanham, MDSkills
- Customer service
- Problem-solving
- Transaction analysis
- Account management
- Relationship management
- Cash management
- POS systems expert
- Data entry
- Record management
- Administrative support
- Microsoft Office Suite
- Time management
- Task prioritization
- Team leadership
- Staff training
- Critical thinking
- Decision-making
- Operational compliance
- Adaptive team player
- Effective communication
- Multiline expertise
Timeline
Customer Service Representative
Office of the Chief Financial Officer
10.2022 - Current
Financial Service Specialist - Contractor
Democracy Federal Credit Union
02.2022 - 10.2022
Financial Services Representative II
Andrews Federal Credit Union
09.2021 - 02.2022
Operations Services Supervisor
First Citizens Bank
11.2019 - 05.2021
Administrative Assistant II - Contractor
U.S. Department Of Transportation
04.2018 - 10.2019
Teller Manager
Capital One Bank
08.2016 - 04.2018
Teller III
Suntrust Bank
05.2013 - 08.2016
Duval High School