Becca Lanahan
Reisterstown,Maryland
Summary
I am a dedicated leader skilled in many different areas and focusing on customer relationships and needs. I have a personality that allows me to really connect and build long-lasting relationships with my customers. I am well-versed in identifying my areas in need of improvement and am always happy to accept any type of feedback that will help me benefit in my role further. I am deeply familiar with the management position and I am looking to continue my career in being a leader.
Overview
2
2
years of professional experience
Work History
Assistant Store Team Leader
Pet Supplies Plus
Eldersburg, Maryland
04.2023 - 02.2025
- Helped train new hires to educate them on all different types of food we carry, layout of store, using POS system to ring neighbors out.
- Conducted audits of inventory records against physical counts of stock on hand.
- Cleaned shelves, counters and tables to maintain organized store.
- Placed vendor orders for delivery.
- Reviewed vendor orders to keep store on budget.
- Cared for animals in the store, keeping an eye out for any injury or illness.
- Placing damage returns for any items delivered broken/open.
- Joined conference calls to learn scorecard results involving our store and where we fell short.
- Auditing grooming salon for any protocols now being followed and for proper care of dogs.
Assistant Branch Manager
M&T Bank
Hunt Valley, MD
03/11/19 - 03/31/23
- Monitored daily operations and supported Branch Manager in necessary duties.
- Provided bank leadership in absence of branch manager.
- Completed ATM, Vault and Teller drawer audits/sporadics monthly.
- Review branch operations template for completion of duties such as sporadics, safe deposit box audits, secure destruction and/or shipment of Teller truncation and reviewing monthly Teller gain and loss reports.
- Assisted Branch Manager with training of new hires and to check for understanding of procedures and systems.
- Helped to complete monthly 1 on 1s with branch team members to go over performance.
- Planned and created work schedules at least 2 weeks in advance to maintain adequate staffing levels.
- Assigned job specific duties to employees for monthly review and examined work for accuracy, neatness and timeliness.
- Lead daily morning and afternoon huddles to review bank information such as fraud awareness, changes in systems, changes in procedures.
- Built and maintained a strong rapport with new and existing customers, learned of their current financial needs and advised on best financial direction to take in order to benefit them and establish loyalty.
- To maintain strong rapport, made phone calls and delivered emails in regards to customer leads for not only retention but to service their current financial needs.
- Educated customers on options for managing financial transactions by leveraging technology, tools and resources.
- Resolved discrepancies concerning customers' accounts, including fraud cases, improving client satisfaction.
- Compiled new customer information to open accounts and loans, collecting and verifying necessary documentation.
- Modified, opened and closed customer accounts.
- Collaborated with Business Banking, Merchant and Treasury Services, Mortgage, Investments and Insurance and also to Branch Manager depending on customer needs.
- Joined multiple volunteer events that M&T offered over the course of the past four years.
Branch Banker
BB&T
Owings Mills, MD
10/13/17 - 01/31/19
- Maintained confidentiality of bank records and client information, directed specific questions to appropriate branch personnel and exceeded customer service satisfaction ratings.
- Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of transactions.
- Delivered exceptional service to customers in person or over telephone.
- Counted drawers and reconciled remaining cash to accost for deposits and dispersals.
- Issued and redeemed money orders and cashier's checks.
- Completed redemption of savings bonds.
- Used a strong knowledge of banking products and services to confidently educate customers about features, benefits and pricing.
- Directed specific questions to appropriate branch personnel.
- Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
- Balanced daily cash deposits and vault inventory with low error rate.
- Settled ATM by balancing outgoing and deposited cash, completed weekly audits.
- Performed special services for customers, ordering bank cards and checks.
Supervisor
Red Lobster
Owings Mills, MD
07/01/11 - 10/01/17
- Provided ongoing training to address staff needs.
- Coordinated employee schedules according to shift changes and availability.
- Responded to customer questions regarding products, prices and availability.
- Established and enforced clear goals to keep employees working collaboratively.
- Resolved customer complaints.
- Reviewed incoming food shipment during each delivery for quality and accuracy.
- Operated cash register and Point of Sale (POS) system for transactions and made proper change for cash transactions.
- Mixed and served both alcoholic and non-alcoholic drinks for patrons by following standard recipes and procedures.
- Checked identification of guests to verify age requirements for alcohol purchase.
- Maintained knowledge of bar and menu options to prepare drinks and make food recommendations.
- Trained new bartenders on drink preparation and upselling techniques.
- Followed alcohol awareness procedures for preventing intoxication and handling intoxicated guests.
- Recommended food and drinks to patrons based on preference, pairings and special promotions.
- Completed regular bar inventories and daily requisition sheets.
- Requested additional inventory of beer, wine and liquor depending on needs.
- Upsold customers from shelf to premium brands to help boost sales.
- Provided exceptional service to high volume of daily customers.
- Displayed enthusiasm and knowledge about restaurant's menu and products.
- Checked with customers to determine satisfaction with meals, promptly taking action to correct problems.
- Communicated with hosts, bussers and kitchen staff to prepare for and serve customers.
- Addressed complaints to kitchen staff and served replacement items.
Education
High School Diploma -
Franklin High School
Reisterstown, MD05.2008
The Community College of Baltimore County
Catonsville, MDSkills
- Decision making
- Work planning
- Organization and coordination
- Willing to learn
- Positive personality
- Adaptable to change
- Creating and building relationships with customers
- Responding to difficult customers
- Proactive and focused on tasks at hand
- Sound judgment
- Time management
- Verbal and written communication
- Products and services knowledge
- Prospect calling
- Honest and ethical
- Attention to detail
Timeline
Assistant Store Team Leader
Pet Supplies Plus
04.2023 - 02.2025
Assistant Branch Manager
M&T Bank
03/11/19 - 03/31/23
Branch Banker
BB&T
10/13/17 - 01/31/19
Supervisor
Red Lobster
07/01/11 - 10/01/17
High School Diploma -
Franklin High School
The Community College of Baltimore County