Antoinette G. Wilson
Washington,DC
Summary
Retail banker with 10+ years of experience in sales, marketing, office administration, and bank operations. Proficient in analyzing situations, implementing procedures, mitigating risk, and time management. Skilled in problem-solving and critical thinking. Adaptable and quick learner with a talent for building client rapport and educating on products/services. Team player with exceptional communication skills. Seeking an opportunity to utilize qualifications in a financial institution.
Overview
17
17
years of professional experience
Work History
Consumer Banker/Bank Voice
Capital One Bank
10.2022 - Current
- Receive 60 to 75 calls per day, from bank customers requesting help with routine banking needs to more complex banking issues
- Provided professional and adequate resolution to system or online banking issue customers may have been experiencing
- Walked customer through account opening process over the phone, verified validity of IDs or driver licenses, provided help with online banking issues, and educated customers on use of digital banking products or services
- Remote/Work from Home
Customer Service Representative
Citibank
Washington, DC
05.2019 - 07.2022
- Give customers a warm welcome into the branch
- Show willingness to help customers
- Carefully listen to customers' needs and execute applicable services
- Identify opportunities to cross sell additional products, service, or promos that would be of benefit to customers
Personal Banker
Wells Fargo Bank
Brooklyn Park, MN
09.2016 - 08.2017
- Assisted branch customers with routine account maintenance such as: Address change
- Name change, beneficiary service, stop payments, order checks, account review, order
- Debit cards or issue instant debit cards, notary service and more
- Engaged customers by probing and asking open-ended questions to uncover their needs
- And recommended the best product or service that would be of benefit to the customer
- For example, recommending an interest-bearing savings account versus a CD account, or
- Knowing when to recommend a loan, line-of-credit, or a Credit card
- Build deeper relationships with customers, by discovering more needs such as: Mortgage
- Home equity, refinance, retirement or investment
Consumer Banker/Call Center
Wells Fargo Bank
Shoreview, MN
06.2011 - 02.2013
- Received over 100 calls per day from bank customers inquiring about their financial
- Accounts
- Researched customers' information and implemented bank policies while ensuring first
- Call resolution
- Did servicing of Certificate-of-deposit accounts, mortgage, loans and lines of credit
- Checking and savings accounts, and referred customers to other departments as appropriate, to meet their banking needs
- Managed customers' complaints in a timely and accurate manner
- Met and exceeded daily/monthly sales goal by maintaining high close and referral rates
- Executed cross-selling of company's products and services while establishing benefits for
- Both the customer and bank
Retail Phone Banker/Call Center
Huntington National Bank
Minneapolis, MN
10.2007 - 01.2010
- Identified customer needs and matched those needs with applicable banking products or
- Services
- Provided technical support to online banking customers in a timely and accurate manner
- Met and exceeded daily/monthly sales goal by maintaining high close and referral rates.
- Implemented cross-selling of the company's products and services while establishing
- Benefits for both the customer and the bank.
Education
Associate Degree - Liberal Arts, Statistics, Financial Accounting, Economics
North Hennepin Community College
Skills
- Effective Problem Resolution
- Critical Thinking
- Data Entry
- Client Support
- Active Listening Skills
- Decision-Making
- Effective Interpersonal Communication
- Written Communication
- Time Management
- Analytical Thinking
- Quality Control
Timeline
Consumer Banker/Bank Voice
Capital One Bank
10.2022 - Current
Customer Service Representative
Citibank
05.2019 - 07.2022
Personal Banker
Wells Fargo Bank
09.2016 - 08.2017
Consumer Banker/Call Center
Wells Fargo Bank
06.2011 - 02.2013
Retail Phone Banker/Call Center
Huntington National Bank
10.2007 - 01.2010
Associate Degree - Liberal Arts, Statistics, Financial Accounting, Economics
North Hennepin Community College
Similar Profiles
Samantha FinneySamantha Finney
Branch Ambassador at Capital One BankBranch Ambassador at Capital One Bank
Eric GutierrezEric Gutierrez
Branch Ambassador at Capital One BankBranch Ambassador at Capital One Bank
Brittany JonesBrittany Jones
Senior Operations Production Coordinator at Capital One BankSenior Operations Production Coordinator at Capital One Bank
Zyah WilliamsZyah Williams
High Priority Experience Specialist at Capital One BankHigh Priority Experience Specialist at Capital One Bank
Cheryl BuddCheryl Budd
Relationship Banker at Bank of AmericaRelationship Banker at Bank of America