Bertina Begay
Gallup,NM
Summary
Accomplished Branch Manager with a proven track record at Shamrock Financial Corporation, enhancing customer satisfaction and exceeding sales targets through effective leadership and team collaboration. Expert in banking regulations and account administration, adept at data management and thriving under pressure. Achieved significant revenue growth by fostering key client relationships and implementing strategic sales initiatives.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Account Maintenance Specialist
Navajo Nation Department Of Corrections
Window Rock, AZ
11.2022 - 07.2023
- Strengthened relationships with clients through proactive communication about account changes or potential issues.
- Regularly exceeded performance targets by effectively managing time, resources, and workload to complete account maintenance tasks quickly and accurately.
- Evaluated pending service calls daily for assigned customers and worked with appropriate branches.
- Streamlined workflow for increased productivity by implementing new account maintenance procedures.
Customer Service Representative
Sun Loan Company
Tse Bonito, AZ
04.2020 - 08.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Branch Manager
Shamrock Financial Corporation
Gallup, NM
02.2015 - 09.2020
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
Customer Service Representative
World Finance Corporation
Gallup, NM
03.2017 - 12.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
Education
Diploma -
Tohatchi High School
Tohatchi, NM05.1998
Skills
- Banking regulations knowledge
- Transaction monitoring
- Data Management
- Account Administration
- Works Well Under Pressure
- Strong Work Ethic
- Report Generation
- Customer service and support
- Team Collaboration
- Punctual and Dependable
- Recordkeeping and documentation
- Deadline Adherence
Certification
- First Aid/CPR Certified
- FMIS UPK Training Course
- Area of certification Training - Serious Incident Report
Timeline
Account Maintenance Specialist
Navajo Nation Department Of Corrections
11.2022 - 07.2023
Customer Service Representative
Sun Loan Company
04.2020 - 08.2022
Customer Service Representative
World Finance Corporation
03.2017 - 12.2019
Branch Manager
Shamrock Financial Corporation
02.2015 - 09.2020
Diploma -
Tohatchi High School