Brennan Gervia
Vergennes,VT
Summary
Successful at excelling in fast-paced, competitive banking environments. Good sales and customer service abilities paired with in-depth knowledge of products and services. Proficient in updating accounts, processing transactions and coordinating records. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Empathetic and emotionally intelligent in all situations.
Overview
10
10
years of professional experience
Work History
Banker
Citizens Bank
05.2022 - Current
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Opened, closed and updated accounts for customers.
- Provided advice on different bank products and financial options.
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products and services.
- 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.
- Upheld stringent bank standards for loans, money handling and legal considerations.
- Collaborated with other departments to confirm compliance with banking procedures and regulations.
- Maintained friendly and professional customer interactions.
- Executed wire transfers, stop payments and account transfers.
- Identified customer financial needs through in-person efforts, cold calls, referrals and marketing while providing strong product knowledge and quality service.
- Built and maintained portfolio of loans to meet established goals and objectives.
Customer Service Representative
TD Bank
01.2022 - 04.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Teller
TD Bank
12.2019 - 01.2022
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Educated customers on use of banking website and mobile apps.
- Answered telephone inquiries on checking and savings accounts, loans and lines of credit.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Monitored and reported suspicious activity in line with bank security policies.
- Maintained friendly and professional customer interactions.
Office Assistant
Berklee Office of Student Financial Services
05.2018 - 02.2019
- Provided exceptional service by screening calls, answering questions via email, and opening mail to distribute to all appropriate staff
- Maintained an organized filing system for the school’s records
- Archived paper documents via various software, resulting in increased office organization
- Exhibited a high degree of discretion related to safeguarding confidential information.
- Completed clerical tasks such as filing, copying and distributing mail.
- Interacted with customers by phone, email or in-person to provide information.
- Developed correspondence letters, memos and emails.
- Input data into spreadsheets and databases.
- Promptly received and forwarded incoming communications, such as phone calls, emails and letters, to appropriate staff.
- Edited and proofread documents for accuracy and completeness.
- Compiled and analyzed data to produce reports.
Cashier/Front Manager
Almost Home Market
05.2016 - 08.2016
- Assessed customer needs and responded to questions.
- Worked with customer service to resolve issues.
- Operated cash register with proficiency.
- Maintained gift certificate documentation.
- Provided professional and courteous service at all times.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Confirmed continual compliance with all applicable laws and regulations regarding store operations.
Data Input Administrator
Engineering Ventures
05.2014 - 08.2014
- Verified that information in the computer system was up-to-date and accurate.
- Compiled data and reviewed information for accuracy prior to input.
- Eliminated outdated records.
- Compiled statistical information for reports.
- Archived old plans and updated them in the computer system.
- Sorted documents and maintained organized filing process.
Education
Mount Abraham Union High School
Bristol, VTBachelor of Arts - Music Education
Berklee College of Music
Boston, MA06.2019
Skills
- Reliable team worker
- Strong organizational skills
- Energetic work attitude
- Proficient with all Microsoft Office programs
- Prospect Calling
- Cross-Selling and Partner Referrals
- Customer Service
- Analytical Thinking
- Maintenance Requests
- Proficient with Quickbooks
- Data recovery
- Auditing
Accomplishments
- Improved new-to-bank customer numbers through continued and thorough customer outreach.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 50+ calls per day, providing information and service to ensure customer satisfaction.
- 5 years of BSA Compliance, KYC (know your customer) and CDD (customer due diligence) compliant, beneficial ownership training and refreshing
- NMLS Certified, id# 2299615
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Consistently a top banker across the region in sales based off of Citizens Bank metrics
Additional Information
- Awards & Accomplishments: Mount Abraham Union High School Honor Roll Recipient of “Best Actor” in the One Act Theater Competition 2 years in a row (2013-2014)
- Recipient of the Louis Armstrong Jazz Award in recognition of outstanding musical achievement and dedication (2015)
- Graduated with honors from Mount Abraham Union High School (2015)
Languages
French
Limited Working
Timeline
Banker
Citizens Bank
05.2022 - Current
Customer Service Representative
TD Bank
01.2022 - 04.2022
Teller
TD Bank
12.2019 - 01.2022
Office Assistant
Berklee Office of Student Financial Services
05.2018 - 02.2019
Cashier/Front Manager
Almost Home Market
05.2016 - 08.2016
Data Input Administrator
Engineering Ventures
05.2014 - 08.2014
Mount Abraham Union High School
Bachelor of Arts - Music Education
Berklee College of Music
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