Amy Wahl
Marion,SC
Summary
Disciplined professional experienced in document management and time management. Offers skills in recordkeeping, knowledge of information security practices and background in office standards. Looking to put knowledge and abilities to good use in clerical position focused on information and document oversight.
Overview
6
6
years of professional experience
Work History
CSR
Onesupport
San Marcos, TX
01.2019 - 02.2020
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's CRM database.
- Resolved concerns with products or services to help with retention and drive sales.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
Teller
PNC Bank
Frederick, MD
03.2011 - 08.2011
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Learned about customer's financial needs, established trust and optimized sales opportunities resulting in quality customer service.
- Educated customers on use of banking website and mobile apps.
- Answered telephone inquiries on checking and savings accounts, loans and lines of credit.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Recognized needs and referred to appropriate representative or line of business for cross-sell or service opportunities.
- Stocked supplies for customers and personal teller station.
- Counted, verified and handled bank deposits and armored car transactions.
- Handled various accounting transactions.
- Established rapport with new clients to increase satisfaction and loyalty.
- Received loan and utility payments, sending funds to correct destinations.
- Conducted regular proof work and followed up on chargebacks and deposit corrections.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Mortgage Loan Officer
Guardian Services
Frederick, MD
02.2007 - 02.2008
- Worked with underwriters to fix application problems and resolve issues.
- Reviewed loan files and updated to match current standards.
- Explained different types of loans pertaining to client situations.
- Fielded customer complaints and provided solutions.
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
- Handled customer complaints with relative ease by conducting research, listening carefully and taking appropriate action.
- Monitored pipelines to track and log status of loans.
- Explained very technical financial information to applicants in easy to understand language.
- Proactively identified solutions for customers experiencing credit issues.
- Compiled closing packages for drafting and presentation accuracy.
- Established plans and payoffs for customers' loans, prioritizing control of overall costs.
- Assisted clients with improving financial health by counseling on issues such as excessive spending and borrowing.
Teller
Bank Of America
Frederick, MD
01.2006 - 01.2007
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Learned about customer's financial needs, established trust and optimized sales opportunities resulting in quality customer service.
- Educated customers on use of banking website and mobile apps.
- Answered telephone inquiries on checking and savings accounts, loans and lines of credit.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Recognized needs and referred to appropriate representative or line of business for cross-sell or service opportunities.
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Stocked supplies for customers and personal teller station.
- Maintained friendly and professional customer interactions.
- Counted, verified and handled bank deposits and armored car transactions.
- Handled various accounting transactions.
- Received loan and utility payments, sending funds to correct destinations.
Head Teller
BB & T
Frederick, MD
04.2002 - 08.2004
- Verified amount of cash in cash drawer against day's receipts, quickly identifying errors.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Replenished ATM funds in empty canisters prior to validation process.
- Mentored newly hired team members on appropriate responses to patron questions.
- Identified potential needs through observation, questioning and listening.
- Answered inquiries regarding checking and savings accounts and other related products.
- Provided customers with appropriate literature on banking products and services.
- Created teller schedule to keep weekly and weekend shifts properly staffed.
- Received car loan, home loan and other payments and posted to accounts.
- Introduced customers to other bank team members to help meet financial needs.
- Investigated and promptly resolved issues with patron accounts.
- Maintained friendly and professional customer interactions.
- Counted, verified and handled bank deposits and armored car transactions.
- Executed wire transfers, stop payments and account transfers.
- Handled various accounting transactions.
- Established rapport with new clients to increase satisfaction and loyalty.
- Received loan and utility payments, sending funds to correct destinations.
- Conducted regular proof work and followed up on chargebacks and deposit corrections.
- Wrote and distributed customer correspondence.
Education
Bachelor of Science - Finance
University of Phoenix
Tempe, AZ05.2011
Associate of Science - Finance
Axia College
Phoenix, AZ05.2009
High School Diploma -
Hagerstown Junior College
Hagerstown, MD08.1989
Skills
- Call Documentation
- Upselling Products and Services
- Interpretation and Translation Services
- Efficient and Detail-Oriented
- Building Customer Trust and Loyalty
- Customer Account Management
- Upbeat and Positive Personality
- Calm and Professional Under Pressure
- Data Entry and Maintenance
- Understanding Customer Needs
- Issue and Complaint Resolution
- Inbound and Outbound Calling
- Customer Inquiry Response
- Answering Customer Questions
- Inquiry Requests
- Call Transfers
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Cashier - Achieved highest Number of new credit accounts opened within one-month period.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Timeline
CSR
Onesupport
01.2019 - 02.2020
Teller
PNC Bank
03.2011 - 08.2011
Mortgage Loan Officer
Guardian Services
02.2007 - 02.2008
Teller
Bank Of America
01.2006 - 01.2007
Head Teller
BB & T
04.2002 - 08.2004
Bachelor of Science - Finance
University of Phoenix
Associate of Science - Finance
Axia College
High School Diploma -
Hagerstown Junior College
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