Summary
Overview
Work History
Education
Skills
Timeline
Generic

Alicia Walters

Bath

Summary

Dynamic customer service professional with a proven track record at Community Bank NA, excelling in conflict resolution and client relations. Recognized for enhancing customer loyalty through empathetic complaint handling and effective communication. Skilled in maintaining accuracy in high-volume cash transactions while driving sales growth through product knowledge and upselling strategies.

Overview

11
11
years of professional experience

Work History

Customer Service Representative/TSS

Community Bank NA
05.2024 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Submitted loan applications to underwriter for verification and recommendations.
  • Skilled at working independently and collaboratively in a team environment.
  • Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
  • Balanced cash drawers consistently at end-of-day without discrepancies, ensuring accuracy in all transactions processed throughout the day.
  • Managed high-volume cash transactions daily, maintaining accuracy and efficiency under pressure.
  • Assisted customers with account inquiries, resolving issues promptly to ensure satisfaction.
  • Replenished ATM funds in empty canisters prior to validation process.
  • Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
  • Provided expert financial guidance to customers, helping them make informed decisions about banking products and services.
  • Opened, closed, and updated accounts for customers.
  • Educated customers on online banking and mobile banking applications.

Online Business Owner

Solmeres Boutique
02.2022 - 02.2024
  • Boosted online sales by implementing effective marketing strategies and optimizing website content.
  • Optimized product listings with eye-catching images and persuasive descriptions, increasing conversion rates.
  • Created engaging social media content to increase brand awareness and attract new customers.
  • Developed successful email campaigns to engage subscribers and drive repeat business.
  • Uploaded digital media to online storefront for advertising purposes.
  • Tracked inventory and reviewed retail trends to make timely and proactive business decisions.

Back Up Head Teller

Community Bank NA
11.2015 - 03.2022
  • Enhanced customer satisfaction by providing exceptional service and addressing inquiries promptly.
  • Improved workflow efficiency by updating operational manuals and training materials for reference by all team members.
  • Ensured accurate record-keeping through diligent maintenance of transaction logs, vault counts, check holds, and cash shipments records.
  • Developed strong knowledge of various banking products through continuous learning opportunities, both internally and externally provided courses or workshops.
  • Assisted Head Teller with supervisory tasks during their absence, ensuring smooth operations and uninterrupted service for customers.
  • Provided backup support for other areas of branch operations as needed, demonstrating adaptability and teamwork within the organization.
  • Maintained accuracy of cash drawer by conducting daily reconciliations, identifying discrepancies and resolving issues.
  • Replenished ATM funds in empty canisters prior to validation process.
  • Monitored and verified suspicious activity on customer accounts.
  • Answered inquiries regarding checking and savings accounts and other related products.
  • Provided support during audits, gathering necessary documentation and demonstrating compliance with internal controls.
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.

Lead Sales Associate

Dollar General
10.2014 - 11.2015
  • Handled cash register operations and customer transactions to process payments.
  • Resolved customer issues promptly, ensuring satisfaction and loyalty.
  • Processed and stocked merchandise in accordance with store standards.
  • Contributed towards improving overall store ambience by maintaining a clean and organized work environment.
  • Maintained store visual standards by setting up window and interior displays to merchandising guidelines.
  • Trained new sales associates to ensure consistent performance across the team.

Education

High School Diploma -

Avoca Central School
Avoca, NY

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Conflict resolution
  • Complaint handling
  • Client relations
  • Professional telephone demeanor
  • Product and service solutions
  • Attention to detail
  • Professionalism and courtesy

Timeline

Customer Service Representative/TSS

Community Bank NA
05.2024 - Current

Online Business Owner

Solmeres Boutique
02.2022 - 02.2024

Back Up Head Teller

Community Bank NA
11.2015 - 03.2022

Lead Sales Associate

Dollar General
10.2014 - 11.2015

High School Diploma -

Avoca Central School

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