Babiana Grant

• Managed high-volume phone calls and emails, responding to inquiries, addressing customer concerns, and efficiently routing or transferring communications to the appropriate departments for timely resolution
• Used quick thinking and problem-solving skills to de-escalate and resolve customer concerns in high-pressure situations, assisting customers experiencing urgent or emotionally charged issues while maintaining professionalism and delivering effective solutions
• Ensured customer accounts were accurate, current, and properly maintained by verifying payments and account status to support timely processing of requests and claims eligibility
• Proactively communicated with team members throughout the day to check progress on end-of-day goals, offering support where needed, assisting with outstanding tasks, and helping ensure all priorities were completed accurately and on time

• Perform financial transactions, including but not limited to check cashing, withdrawals, deposits, and loan payments, in accordance with store policies and procedures.
• Maintained strict confidentiality of customer and financial information while handling sensitive account and loan-related details in accordance with company policies and compliance standards.

• Trained several new employees in customer service and store protocols along with providing mentoring throughout probational periods.

• Maintained accurate balancing of store cash count throughout the day, dispensing and receiving cash

from employees, while ensuring log sheets are being updated and employees have sufficient cash for

rest of day transactions.

• Answered incoming calls, redirected to appropriate personnel or department, and took messages to ensure efficient communication.
• Performed data entry into computer systems to maintain accurate records of customer information.
• Created and managed digital and physical filing systems for records and correspondence, facilitating easy access to information.
• Tracked office supplies inventory, ordered replenishments, and monitored deliveries to maintain uninterrupted office operations.