Ashlei Smith
Birmingham,AL
Summary
Successful at excelling in fast-paced, competitive banking environments. Good sales and customer service abilities paired with in-depth knowledge of bank products and services. Proficient in updating accounts, processing transactions and coordinating records. Goal-driven banking professional well-versed in managing diverse customer needs with speed and efficiency. Maximizing satisfaction and bank revenue through hands-on service and support, knowledgeable product recommendations and persuasive communication skills. Driven banking professional with expertise in building relationships and retaining small business customers. Successful analyzing accounts and current packages in order to propose updates and correct problems. Good communication, multitasking and planning abilities.
Overview
7
7
years of professional experience
Work History
Personal Banking Associate
Wells Fargo & Company
12.2023 - Current
- Conducted regular account reviews to identify opportunities for cross-selling additional bank products and services.
- Participated actively in staff training programs designed not only for personal professional development but also for enhancing overall team performance levels.
- Streamlined branch operations by collaborating with team members to optimize efficiency and improve workflow processes.
- Initiated proactive outreach efforts targeting potential customers within the local community, resulting in a steady expansion of the bank''s client base.
- Handled sensitive customer inquiries with discretion and professionalism, maintaining strict adherence to privacy regulations.
- Processed loan applications diligently, resulting in increased loan approval rates for qualified borrowers.
- Provided valuable insights into competitive landscape analysis, assisting branch leadership in making strategic decisions regarding product offerings and pricing structures.
- Maintained up-to-date knowledge of industry trends, enabling the provision of informed guidance on market developments affecting client portfolios.
- Played a key role in implementing a customer feedback system that led to actionable insights for continuous service improvement efforts, ultimately translating into higher customer satisfaction ratings.
- Balanced teller drawers and ATM cash.
- Educated customers on features and benefits of banking products and services.
- Collaborated with other departments to confirm compliance with banking procedures and regulations.
- Provided advice on different bank products and financial options.
- Performed Pre-Audits on all banking procedures and proceses.
Substitute Teacher
Kelly Services
10.2021 - Current
- Supported students in developing social skills through structured activities and positive reinforcement techniques.
- Provided one-on-one support for students with learning disabilities, enabling them to excel in their coursework.
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Upheld classroom routines to support student environments and maintain consistent schedules.
- Developed strong rapport with students through consistent encouragement and support, fostering a positive learning atmosphere conducive to academic growth.
- Enhanced classroom management by implementing positive reinforcement strategies and maintaining clear expectations for behavior.
- Promoted a collaborative learning environment through group projects and peer-to-peer activities, fostering teamwork and communication skills.
- Provided support to special education students in inclusive classrooms, developing accommodations and modifications to meet their unique needs.
- Implemented behavior modification strategies, resulting in improved self-regulation and classroom participation among students.
Training Coach
Wells Fargo & CO
02.2020 - 10.2021
- Enhanced employee performance by developing and implementing comprehensive training programs.
- Implemented innovative training techniques, resulting in higher overall satisfaction scores from participants.
- Led train-the-trainer initiatives, empowering team leads to effectively coach their own direct reports for sustained success.
- Identified areas of opportunity in individual performance, creating action plans for measurable improvement over time.
- Optimized existing training resources, ensuring relevancy and alignment with current industry trends.
- Conducted post-training evaluations, utilizing data to refine future coaching strategies for increased effectiveness.
- Collaborated with cross-functional teams to develop cohesive training materials aligned with company objectives.
- Served as an internal consultant on best practices in adult learning theory and instructional design methodologies.
- Evaluated employee competencies, identifying gaps and providing tailored coaching solutions for improvement.
- Mentored junior trainers and subject matter experts on effective presentation and facilitation techniques.
- Reduced time to proficiency for new hires through efficient onboarding and targeted coaching sessions.
Phone Banker II
Wells Fargo & CO
10.2018 - 02.2020
- Navigated multiple banking systems simultaneously to access account information, process transactions, and update client records accurately.
- Maintained high call quality standards with clear communication and active listening skills for optimal client experiences.
- Improved efficiency by assisting with the implementation of new processes that streamlined workflows within the phone banking team.
- Handled sensitive personal and financial information with discretion, ensuring the privacy of clients at all times.
- Retained valuable clientele by skillfully resolving complaints or concerns regarding account management or service delivery discrepancies.
- Upheld strict security procedures to verify identities when completing actions for members and giving out private banking information.
- Increased customer satisfaction by promptly addressing inquiries and resolving issues in a timely manner.
- Alleviated call loads by educating customers about how to effectively navigate site tools and pages for future banking needs.
- Stayed current on changing products, services and policies to offer exceptional service to customers.
- Used CRM system daily to maximize service opportunities and enhance communication.
Social Media Supervisor
Green Dot
05.2018 - 10.2018
- I was promoted from customer service Supervisor at Insight/Simply Paid to Social Media Specialist for Green Dot
- Maintained company's social media presence by posting messages, answering posts, and monitoring responses.
- Managed social media accounts, ensuring timely responses to comments, messages, and reviews for enhanced customer service.
- Enhanced customer engagement with the creation of relevant and shareable content across various platforms.
- Generated leads through effective paid advertising campaigns on Facebook, Instagram, and Twitter.
- Monitored return on investment of online and social media marketing efforts.
- Increased customer engagement through social media.
- Upheld a consistent brand voice across all channels, tailoring messaging to align with specific platform demographics while maintaining overall company identity.
- Tracked competitor activities to identify opportunities for growth within the market space and mitigate potential threats.
- Collaborated with cross-functional teams to align messaging and visuals for cohesive brand identity across all channels.
Supervisor
Insight Card Services LLC
01.2018 - 05.2018
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Boosted team performance by developing customer service training materials and conducting service training.
- Facilitated collaboration between team members on projects requiring cross-functional expertise for successful outcomes.
Call Center Representative
Insight Card Services LLC
05.2017 - 01.2018
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Responded to customer calls and emails to answer questions about products and services.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Identified upselling opportunities to increase revenue generation.
Education
CERTIFIED DENTAL ASSISTANT -
Jefferson State Community College
High School Diploma -
Jefferson Christian Academy
05.2015
Skills
- Branch operations
- Financial product knowledge
- Cash Handling Accuracy
- Credit analysis
- Anti-Money Laundering
- Client Retention Strategies
- Loan Processing
- Financial Planning
- Customer Service
- Team Collaboration
- Creative Thinking
- Money Handling
- Developing customer relationships
- Teller experience
- Customer Service-Oriented
- Cash Handling
- Documentation skills
- Customer Relationship Management
- Analytical Thinking
- Operations Management
- Team Coaching and Training
- Staff Management
- Quality Control
- Teller Support
- Risk management policies
- Project Management
- Financial Institution Regulations
- Audit Support
- Sales proficiency
- Mentoring abilities
- Facilitation Techniques
- Training delivery
- Soft skills training
- Training Metrics
- Adult Learning Theory
- Bookkeeping
- Compliance standards
- Risk mitigation strategies
- Financial records review
- Accounting Principles
- GAAP proficiency
- Data Analytics
- Microsoft Office
Timeline
Personal Banking Associate
Wells Fargo & Company
12.2023 - Current
Substitute Teacher
Kelly Services
10.2021 - Current
Training Coach
Wells Fargo & CO
02.2020 - 10.2021
Phone Banker II
Wells Fargo & CO
10.2018 - 02.2020
Social Media Supervisor
Green Dot
05.2018 - 10.2018
Supervisor
Insight Card Services LLC
01.2018 - 05.2018
Call Center Representative
Insight Card Services LLC
05.2017 - 01.2018
CERTIFIED DENTAL ASSISTANT -
Jefferson State Community College
High School Diploma -
Jefferson Christian Academy