Anita Kokoreva

Work with travelers to provide them with support to their inquiries about their tour reservations around
the world. Handling service calls to make reservation changes, educate on tour itineraries, process
payments, and respond to customer inquiries. Deliver an excellent experience to customers to drive
loyalty and referrals. Communicate all required information to travelers, including the details of products
and policies. Book their trips and flights overseas.
Skills: air reservation · trip booking · Referrals · Communication · sells · Contact Centers · Customer
Servic

• Arranged travel accommodations for groups, couples, executives and special needs clients.
• Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
• Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
• Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
• Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians, and business executives.
• Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
• Communicated benefits and information regarding international travel insurance with clients and obtained best rates, increasing repeat business [Number]%.
• Discussed security issues and protocols with individuals traveling to highly insecure areas.
• Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
• Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
• Maintained currency on airline policies, tariff regulations and travel laws to maximize effectiveness.
• Responded to clients' questions, issues and complaints and implemented appropriate solutions.

Serves customers by completing account transactions.
● Provides account services to customers by receiving deposits and loan payments, cashing checks,
issuing savings withdrawals, and recording night and mail deposits.
● Sells cashier’s checks, traveler’s checks, and series e bonds.
● Answers questions in person or on telephone and refers customers to other bank services as necessary.
● Records transactions by logging cashier’s checks, traveler’s checks, and other special services;
preparing currency transaction reports.
● Cross-sells bank products by answering inquiries, informing customers of new services and product
promotions, ascertaining customers’ needs, and directing customers to a branch representative.
● Completes special requests by closing accounts, taking orders for checks, opening and closing
Christmas and vacation clubs, exchanging foreign currencies, completing safe-deposit box procedures,
and providing special statements, copies, and referrals.
● Reconciles the cash drawer by proving cash transactions, counting and packaging currency and coins.
● Reconciles loan coupons and other transactions.
Acushnet, MA 02347
(978) 944-1918
● Maintains supply of cash and currency and turns in excess cash and mutilated currency to head teller.
● Complies with bank operations and security procedures by participating in all dual-control functions,
maintaining customer traffic surveys, auditing other tellers’ currency, and assisting in certification of
proof.
● Maintains customer confidence and protects bank operations by keeping information confidential.
● Contributes to team effort by accomplishing related results as need

• Responded to customer requests for products, services and company information.
• Provided primary customer support to internal and external customers.
• Recommended products to customers, thoroughly explaining details.
• Collected customer feedback and made process changes to exceed customer satisfaction goals.
• Cultivated customer loyalty, promoted repeat business and improved sales.
• Exhibited high energy and professionalism when dealing with clients and staff.

● Handling a variety of transactions for customers, including typical consumer transactions i.e., cashing
checks and processing checking and savings account withdrawals and balancing duties, etc. while
seeking opportunities to develop customer relationships and identify sales opportunities; utilizing basic
sales techniques to deepen existing customer/prospect relationships
● Resolving a variety of simple to complex in banking center customer maintenance requests and
inquiries (i.e. address change, stop payments, research requests, etc.). Participates in telemarketing and
other banking center calling and marketing initiatives

• Cashed checks, accepted deposits and withdrawals within assigned limits and calculated daily transactions using computers, calculators or adding machines.
• Opened checking, savings, money market and certificates of deposit accounts and ordered checks, debit cards and furnished online banking details to facilitate new transactions.
• Identified customer financial needs through in-person efforts, cold calls, referrals and marketing while providing strong product knowledge and quality service.
• Adhered to established security procedures and reported potential fraud or safety violations to management for immediate recourse.
• Displayed knowledge and proficiency in explaining, selling and administering products and referred customers to appropriate resources for enhanced services.
• Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
• Evaluated client financial positions and identified most appropriate banking products.

● Foreign currency exchange transactions and Travel Related inquiries.
● Maintain knowledge of customer services in area of responsibility and cross-sells bank products;
● Assist customers with general Bank information and services;
● Issue US and process foreign travelers cheques;
● Follow and supervise security procedures at the department;
● Prepare and maintain adequate supplies (cash, checks, forms, etc.) at the department;

● Accept and process customer transactions: deposits, withdrawals and loan payments. Enter check
holds, inquiries and account transfers in accordance with
Bank policy;
● Expertly follow federal and company established policies and regulations;
● Cash checks in accordance with Bank policy;
● Ensure proper documentation and accuracy of transactions. Verify all cash transactions;
● Receive, process, and record a wide variety of mail and counter payments
(mortgage, installment and collateral loans).
● Take computer totals and balance daily work, ensuring that all documentation is in order and cash
in proof;
● Sell travelers cheques, money orders, savings bonds, etc. per customer request;
● Process office work including proving and encoding checks, film tickets and checks; balance money
orders, travelers and treasurer's checks, loan withdrawals and deposit tickets; research account records
and lost passbooks; maintain office files; type correspondence
● Respond to telephone inquiries;
●
● Al tour office management;
● Other foreign exchange offices audit;
● New tellers training.

• Built and deepened productive relationships with prospective and competitive customers to drive sustained growth.
• Discussed financial options with clients and provided informed suggestions.
• Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product.
• Accurately processed routine financial transactions for customers.

● Complied with all audit, regulatory and security procedures while completing settlements on a daily
basis with no errors and within time guidelines
● Processed ATM transactions, assisted clients while adhering to the teller standards and check cashing
guidelines
● Cross sold bank products by making referrals to team members who are responsible for closing the sale

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered constant flow of customer calls with minimal wait times.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Provided primary customer support to internal and external customers.
• Recommended products to customers, thoroughly explaining details.
• Cultivated customer loyalty, promoted repeat business and improved sales.
• Developed community reputation through commitment to customer satisfaction and strong client relationships.