Brenda Willems
Sturgeon Bay,WI
Summary
Knowledgeable and dedicated customer service professional with extensive experience in banking industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Capital Credit Union
08.2021 - Current
- Assisted customers in navigating company website and helping them understand online banking.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined banking processes for increased efficiency and improved client experience.
- Assisted clients in navigating complex financial products, ensuring clarity and understanding of services offered.
- Built strong relationships with customers, fostering trust and loyalty through exceptional service.
Universal Banker
North Shore Bank
06.2020 - 08.2021
- Cashed checks, accepted deposits and withdrawals within assigned limits and calculated daily transactions using computers, calculators or adding machines.
- Opened checking, savings, money market and certificates of deposit accounts and ordered checks, debit cards and furnished online banking details to facilitate new transactions.
- Identified customer financial needs through in-person efforts, cold calls, referrals and marketing while providing strong product knowledge and quality service.
- Understood and applied selling techniques to open, develop and close sales and created product interest by actively cross-selling products and services to pursue customers.
Lead Customer Service Representative
Fifth Third Bank
02.2011 - 06.2020
- Trained, oversaw and mentored new team members to strengthen performance and job expertise
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member
- Identified opportunities to streamline processes by targeting areas of inefficiency and implementing improvements
- Conferred with customers about concerns with products or services to resolve problems and drive sales
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information
- Maintained up-to-date knowledge of product and service changes
- Reduced process inconsistencies and effectively trained team members on best practices and protocols
- Applied highly effective selling skills while properly engaging and presenting solutions to customers
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas
- Leader in sales exceeding branch goals by 200%
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply
- Trained new personnel regarding company operations, policies and services
- Delivered excellent customer service, resulting in consistent customer satisfaction rating.
Customer Service Representative Manager
Fifth Third Bank
02.2010 - 02.2011
- Investigated and resolved customer inquiries and complaints quickly
- Applied highly effective selling skills while properly engaging and presenting solutions to customers
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information
- Provided primary customer support to internal and external customers in fast-paced environment
- Trained new personnel regarding company operations, policies and services
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Surpassed sales goals in the branch by 200% monthly
Lead Customer Service Representative
Fifth Third Bank
07.2006 - 02.2010
- Helped operators handle incoming calls and managed escalated needs with targeted resolutions
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information
- Investigated and resolved customer inquiries and complaints quickly
- Used consultative sales approach to understand customer needs and recommend relevant offerings
- Trained, oversaw and mentored new team members to strengthen performance and job expertise
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply
- Trained new personnel regarding company operations, policies and services
- Leader in sales for the branch
Education
Associate of Applied Science - Police Science
Northeast Wisconsin Technical College
Green Bay, WI1989
Skills
- Sales skills
- Night and safe deposit procedures
- Cash Management
- Training
- Regulatory Compliance
- Customer Service
- Account servicing
- Account openings
- Teller experience
- Meeting sales goals
- Audit Support
- Developing customer relationships
Timeline
Customer Service Representative
Capital Credit Union
08.2021 - Current
Universal Banker
North Shore Bank
06.2020 - 08.2021
Lead Customer Service Representative
Fifth Third Bank
02.2011 - 06.2020
Customer Service Representative Manager
Fifth Third Bank
02.2010 - 02.2011
Lead Customer Service Representative
Fifth Third Bank
07.2006 - 02.2010
Associate of Applied Science - Police Science
Northeast Wisconsin Technical College
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