Audrey Diehm
Osawatomie
Summary
Dynamic customer service professional with extensive experience at First Option Bank, excelling in dispute resolution and relationship building. Recognized for delivering exceptional service and training new staff, while leveraging strong Microsoft Office skills to enhance operational efficiency. Committed to creating positive client experiences and fostering lasting relationships.
Overview
10
10
years of professional experience
Work History
Customer Service Representative Specialist
First Option Bank
Paola, KS
01.2024 - Current
- Responded to customer requests for products, and services.
- Promptly responded to inquiries and requests from prospective customers.
- Help train CSRs on products and services and how to open accounts and handle customers.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Representative
First Option Bank
Paola, KS
04.2021 - 12.2023
- Responded to customer requests for products, services, and company information.
- Handling customer calls on account inquiries and any issues they had
- Open all accounts that would suit the customers needs
- Handle customer issues in a calm and timely matter
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and services we offer
Teller
`First Option Bank
Paola, KS
07.2019 - 04.2021
- Educated customers on use of banking website and mobile apps.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Monitored and reported suspicious activity in line with bank security policies.
- Maintained accurate records of customer transactions in line with bank procedures.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
Teller
Landmark National Bank
Osawatomie KS
10.2017 - 07.2019
- Processed customer transactions promptly, minimizing wait times.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Counted, verified and handled bank deposits and armored car transactions.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Processed applications for new accounts.
- Handled various accounting transactions.
- Executed wire transfers, stop payments and account transfers.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Assisted customers with banking needs and inquiries.
Design Assistant
La-Z-Boy Home Furnishings & Decor
Overland Park, KS
10.2016 - 10.2017
- Conducted market research to understand trends and customer preferences.
- Assisted interior designer in designing and creating comfortable and functional environments to represent clients' lifestyle, taste and budget.
- Worked with vendors and showrooms to produce quotes.
- Handled communication with clients by answering telephone calls and responding to emails and official letters.
- Scheduled home consultations to present sample fabrics and provide furniture and accessory recommendations.
- Completed order information by filling out order forms and handling cash advances and receipts.
- Identified design requirements for each project.
- Created sketches and technical drawings to present design concepts to clients.
- Applied skill in color theory and composition to bring client visions to fruition.
Teller
Great Southern Bank
Paola, KS
08.2015 - 10.2016
- Maintained friendly and professional customer interactions.
- Cross-sold credit cards, loans and other bank products.
- Arranged monies received in cash boxes and coin dispensers according to denomination.
- Referred customers to other banking departments for specialized services.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Monitored and reported suspicious activity in line with bank security policies.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
Education
No Degree - Bakery Science
Kansas State University
Manhattan, KSNo Degree - Interior Design
Johnson County Community College
High School Diploma -
Prairie View High School
Lacygne KS05-2014
Skills
- Dispute resolution
- Microsoft office
- Account updating
- Hospitality and accommodation
- Banking operations support
- Relationship building
- Microsoft office expertise
- Positive and professional
- Multitasking and organization
- Multi-line telephone operations
- Microsoft outlook
- Product education
- Customer consulting
- Active listening
- Documentation
- Customer relations
- Decision-making
Timeline
Customer Service Representative Specialist
First Option Bank
01.2024 - Current
Customer Service Representative
First Option Bank
04.2021 - 12.2023
Teller
`First Option Bank
07.2019 - 04.2021
Teller
Landmark National Bank
10.2017 - 07.2019
Design Assistant
La-Z-Boy Home Furnishings & Decor
10.2016 - 10.2017
Teller
Great Southern Bank
08.2015 - 10.2016
No Degree - Bakery Science
Kansas State University
No Degree - Interior Design
Johnson County Community College
High School Diploma -
Prairie View High School