Bryanna Robinson
Charlotte,NC
Summary
Experienced banking professional with 10 years of exceptional customer service. Recognized as a top-performing agent in a high-pressure call center. Proficient in comprehensive technical support, issue resolution, and outstanding banking services. Collaborative team player with exceptional communication and problem-solving skills. Committed to meticulous attention to detail, accuracy, and efficient time management.
Overview
7
7
years of professional experience
Work History
Contact Center Representative
TD Bank
09.2023 - Current
- Provide tech-driven support for customer needs, especially related to digital banking products and services, ensuring a seamless and personalized digital experience for each customer.
- Execute financial transactions with precision and efficiency, leveraging automated systems for withdrawals, bill payments, and other transactions, streamlining the process for a hassle-free experience.
- Leverage my digital tools and automation skills to effectively handle and resolve customer/partner problems, escalating when necessary, all while ensuring a seamless and personalized user experience.
- Demonstrate my mastery of comprehensive product knowledge within the designated business area, staying at the forefront of the latest technological advancements to provide informed guidance.
Technical Support Specialist
Wells Fargo (Contract)
09.2022 - 04.2023
- Recognized as top-performing agent for 6 consecutive months, consistently delivering exceptional service and results via phone, chat, and email in fast-paced call center.
- Provided comprehensive technical support to customers and end-users across diverse time zones and systems, ensuring prompt resolution of complex issues and restoration of service and functionality.
- Employed active listening and strong communication skills to assist customers in identifying issues and delivering comprehensive solutions within high-volume call center.
- Collaborated closely with colleagues and managers to successfully resolve issues and achieve team goals, fostering cohesive and results-driven work environment.
Cash Application Specialist
Ascendum Machinery
05.2022 - 09.2022
- Reconciled past due accounts, implementing strategic measures that resulted in 90% reduction in outstanding invoices and significantly improved cash flow.
- Identified and communicated customer payment discrepancies, collaborating directly with collections team to conduct thorough research and reach resolutions.
- Applied cash and wires to corresponding customer accounts, meticulously cross-referencing remittance details provided by customers to ensure accurate and timely transaction processing.
- Demonstrated exceptional time management skills resulting in consistently meeting deadlines while upholding high standard of accuracy.
- Demonstrated high level of attention to detail and accuracy while performing data entry tasks, ensuring data consistency and reliability for efficient data management.
Member Service Representative II
Navy Federal Credit Union
06.2021 - 02.2022
- Ensured proper handling of cash and other negotiable instruments, consistently adhering to strict policies and procedures, leading to zero financial discrepancies and maintaining a 100% compliance record.
- Analyzed, researched, and resolved problems and discrepancies related to member accounts/loans, utilizing investigative skills and attention to detail to provide accurate and timely solutions.
- Exhibited high energy and professionalism when interacting with clients and staff, fostering a positive and engaging atmosphere.
- Collaborated with staff members to enhance the customer service experience, leveraging effective communication and problem-solving skills to exceed team goals.
Sales Service Representative II
First Citizens Bank
10.2019 - 06.2021
- Achieved consistent precision and accuracy in financial transactions by conducting thorough verification and rectification of teller discrepancies.
- Successfully prevented potential losses by proactively investigating and resolving discrepancies, ensuring financial integrity and safeguarding company assets.
- Maintained exceptional levels of professionalism and enthusiasm while addressing client inquiries, resulting in positive customer experiences, satisfaction, and increased loyalty.
- Played a key role in elevating service quality and fueling sales growth through an extensive knowledge of the organization's diverse portfolio of products and services.
Operations Clerk
Wells Fargo
08.2018 - 11.2018
- Executed precise data entry tasks with exceptional attention to detail, maintaining integrity and reliability of financial records to meet stringent regulatory standards.
- Orchestrated seamless handling of incoming and outgoing shipments, diligently documenting and processing transactions, including secure management of substantial business deposits, optimizing operational efficiency.
- Performed daily vault count verifications with unwavering accuracy, upholding utmost security and precision in cash handling processes, proactively preventing errors and ensuring financial accountability.
- Efficiently processed night drop deposits on daily basis, ensuring prompt and accurate recording of transactions, safeguarding integrity and precision of vital financial records.
Teller
Wells Fargo
08.2016 - 11.2018
- Followed company identification policies at all times and company policy and procedure.
- Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish.
- Researched and resolved customer issues on personal savings, checking and lines of credit accounts.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
Education
Associate of Applied Science - Criminal Justice
FTCC
Fayetteville, NC12.2019
Skills
- Communication tools (Phone, Email, Zoom, Teams)
- Committed High Achiever
- Effective Cross-functional Communicator
- Solution Oriented Professional
- Time Management
- Collaboration
- Decision Making
- Organizational Skills
Timeline
Contact Center Representative
TD Bank
09.2023 - Current
Technical Support Specialist
Wells Fargo (Contract)
09.2022 - 04.2023
Cash Application Specialist
Ascendum Machinery
05.2022 - 09.2022
Member Service Representative II
Navy Federal Credit Union
06.2021 - 02.2022
Sales Service Representative II
First Citizens Bank
10.2019 - 06.2021
Operations Clerk
Wells Fargo
08.2018 - 11.2018
Teller
Wells Fargo
08.2016 - 11.2018
Associate of Applied Science - Criminal Justice
FTCC
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