Ayesha Kilgore
AAA NORTHEAST
Yonkers,NY
15
years of professional experience
Experienced banker and customer service professional with more than 30 years of experience in customer service, cash handling, retail, and office administration. Strong background in financial transactions, customer relations, administrative support, problem-solving, and team leadership. Skilled at multitasking, working under pressure, and providing excellent customer service.
Work History
Member Service Counselor Registry
1 Year 6 Months- Develops comprehensive knowledge of products and services offered by AAA Northeast. Use information to promote the sale of memberships, including upgrades, auto-renewal and digital membership.
- Use technology and product knowledge to promote AAA credit card program, business line referrals and other club initiatives.
- Make any changes on existing memberships and assist members with any issues that may arise.
- Deliver accurate and timely information to members regarding club products/services.
- Maintain department standards including servicing members in-person and over-the-phone and supporting club partnerships (such as Registry Services, foreign currency, TSA precheck, passport photos, international/InterAmerican driving permits, theme park tickets, entertainment tickets and all other club products to members.).
- Provide TSA enrollment services to customers, including handling/processing confidential documents and information, inputting information into the government databases and systems.
- Provide DMV services to AAA members which include but are not limited to, Reviewing DMV applications and forms for completeness in person and over the phone, Drivers license/ID renewals, car registration, car registration renewals, license upgrades, license downgrades, permit testing, plate surrenders, lien releases, lease buyouts, ICW scanning confidential documents to the DMV for review. DMV transactions must be in compliance with laws, rules, regulations, and standards.
- Consistently meets and/or exceeds minimum member satisfaction scores and other related position related goals. Educates members of all benefits and KPIs while maintaining a positive member experience through the five-diamond process, cross selling techniques, and club and department training.
- Acts as a liaison with other departments, including but not limited to: Travel, Insurance, Membership, Finance, IT, Member Relations to coordinate and gather appropriate information for the member or department issues.
- Performs job duties according to department policies, procedures, and practices within scope of authority, including adhering to all club/department safety protocols.
Professional Banker
1 Year 5 Months- Assisted customers with financial solutions related to spending, saving, borrowing, and investing.
- Recommended tailored products and services to meet individual customer financial goals.
- Established new customer relationships through proactive outbound calls and targeted in-store outreach.
- Developed new customer relationships through outbound calls and in-store outreach.
- Collaborated with Wealth, Mortgage, and Business Banking teams to address more complex financial needs.
- Delivered financial education to enhance customer understanding of banking products and services.
- Used banking systems and software, including BIC Teller, Easi, Dasy, Digital One, Touchpoint, One Servicing, and Customer Service System.
Universal Banker
1 Year- Assisted customers with balance inquiries, deposits, withdrawals, fund transfers, loan payments, and online and mobile banking setup.
- Identified sales opportunities and recommended appropriate products and services.
- Facilitated referrals for new memberships and loan products, contributing to branch growth.
- Processed and verified daily transactions and ensured proper check holds were applied according to applicable guidelines.
- Managed an assigned cash drawer and balanced it daily.
- Processed ATM and night-depository deposits.
- Welcomed customers and identified their needs in the lobby, drive-through, and by phone.
- Recognized sales opportunities and recommended suitable products and services to enhance customer satisfaction.
- Processed and verified daily transactions, applying proper check holds to comply with guidelines and minimize risk.
Certified Sleep Expert
1 Year 5 Months- Completed more than 300 hours of training to become a Certified Sleep Expert.
- Developed knowledge of sleep cycles and sleep-related products and services.
- Demonstrated merchandise and arranged product displays, enhancing customer engagement and supporting sales initiatives.
- Managed opening and closing of two stores, ensuring accurate daily accounting and efficient operations.
- Opened and closed two stores and completed daily accounting responsibilities.
- Maintained a clean, organized, and secure store environment.
- Knowledge of MAX, POS, CPOS, and D365 systems.
- Utilized critical thinking, negotiation, active listening, problem-solving, communication, and customer service skills to address customer needs and drive satisfaction.
Shift Supervisor
2 Years 6 Months- Opened and closed the store and supervised daily operations.
- Coordinated pharmacy and store operations to efficiently resolve daily issues.
- Managed payroll and timesheets, ensuring accurate reporting to District Manager via phone and email.
- Operated Kronos system for tracking employee hours and scheduling.
- Maintained inventory of supplies, sourced vendors, and submitted invoices.
- Managed payroll and timesheets and communicated with the District Manager by phone and email.
- Operated office equipment and maintained administrative records.
- Prepared and approved bank deposits.
- Used the Kronos operating system.
- Helped maintain a safe, clean, and welcoming environment for customers and employees.
- Responded to emergencies and took appropriate action to protect company assets.
- Supervised store associates and effectively delegated daily responsibilities to enhance team productivity.
Cashier
10 Months- Delivered friendly and efficient customer service, enhancing customer satisfaction and loyalty.
- Provided friendly and efficient customer service.
- Assisted customers in locating merchandise and finding products that met their needs.
- Checked in vendors while processing returns and damaged merchandise, ensuring accurate inventory management.
- Facilitated financial transactions through lottery and money order services.
- Maintained clean and organized work environment, contributing to a positive shopping experience.
Retail Associate
5 Years 4 Months- Developed strong customer relationships that contributed to increased sales and repeat business.
- Utilized strong product knowledge to consistently meet hourly sales and Star Rewards standards.
- Supported inventory organization process, floor sets, and store closing procedures.
- Maintained department areas and ensured proper merchandise presentation for optimal customer experience.
Education
Bachelor of Science - Marketing
Associate Degree - Business Administration
Computerized Office Specialist - Business Administration
Skills
Client relationship building
Exceptional communication
Complaint handling
Workflow optimization
Policy interpretation
Performance tracking
TSA enrollment services
Cross-selling
Up-selling
Financial literacy
Customer service
Networking skills
Timeline
Member Service Counselor Registry
AAA NORTHEAST
02.2025 - CurrentRead More
Professional Banker
CITIZENS BANK
08.2023 - 01.2025Read More
Universal Banker
INVESTORS BANK
08.2022 - 08.2023Read More
Certified Sleep Expert
MATTRESS FIRM
02.2021 - 07.2022Read More
Shift Supervisor
RITE AID/WALGREENS
09.2017 - 03.2020Read More
Cashier
RITE AID
11.2016 - 09.2017Read More
Retail Associate
MACY'S CORPORATION
06.2011 - 10.2016Read More
Drake School of the Bronx
Computerized Office Specialist from Business Administration
Read More
Mercy College
Associate Degree from Business Administration
Read More
Mercy College
Bachelor of Science from Marketing
Read More