Caitlin Potter
Hookerton,NC
Summary
Versatile Teller knowledgeable about checking, savings and investment fund accounts and transactions. Skilled in assisting customers with accounts, transfers and banking product needs. Brings excellent communication skills combined with open and upbeat nature.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Experienced with managing high call volumes and resolving customer inquiries promptly and professionally. Utilizes effective communication and active listening to understand and address customer needs. Knowledge of using CRM systems and call center software to streamline processes and enhance customer experience.
Overview
19
19
years of professional experience
Work History
Customer Contact Center Agent 1
Southern Bank
Rocky Mount, NC
05.2026 - Current
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Managed multiple communication channels, ensuring timely responses and effective problem resolution.
- Trained new team members on procedures and systems, fostering a collaborative learning environment.
- Implemented process improvements that streamlined workflows, reducing customer wait times significantly.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained high call quality standards by adhering to company policies and procedures for each interaction.
- Responded to customer requests for products, services, and company information.
- Addressed customer account discrepancies and concerns.
- Recommended products to customers, thoroughly explaining details.
- Managed high-stress situations effectively, remaining calm and professional while addressing escalated customer issues.
- Reduced average call handling time through effective problem-solving skills and utilizing available resources.
- Developed strong relationships with customers, fostering loyalty and repeat business for the contact center.
- Improved customer satisfaction by efficiently addressing and resolving inquiries, complaints, and concerns.
- Educated customers about billing, payment processing and support policies and procedures.
Teller Supervisor
Southern Bank
Farmville, North Carolina
12.2024 - Current
- Supervised teller operations and ensured compliance with bank policies.
- Trained staff on cash handling and customer service protocols.
- Managed scheduling and workflow to optimize branch efficiency.
- Collaborated with management to implement process improvements in daily operations.
- Provided daily supervision and guidance to teller staff, ensuring compliance with bank policies and procedures.
- Resolved customer complaints promptly and efficiently while maintaining high levels of customer service.
- Managed and balanced cash vault, audits, and general ledger accounts.
- Supplied tellers with coin and currency.
- Ordered checks, placed stop payment orders and conducted additional special services for customers.
- Provided coaching and mentoring to individual team members; facilitated team building activities.
- Ensured proper security protocols were followed including verifying identification when necessary.
- Verified transactions involving cashier's checks, money orders and account transfers.
- Helped customers open and close accounts, apply for loans and make sound financial decisions.
- Recruited, interviewed, hired, trained, evaluated, managed disciplinary actions, and terminated employees when needed.
- Assisted in the development and updating of teller training materials and procedure manuals.
- Resolved complex customer issues, acting as the first point of escalation for complaints and inquiries.
Universal Banker
Truist
Farmville, NC
02.2022 - 12.2024
- Managed cash handling procedures to ensure compliance with regulations.
- Resolved customer issues promptly, promoting satisfaction and loyalty.
- Trained new staff on operational procedures and customer service standards.
- Processed deposits, withdrawals, loan payments and other financial transactions.
- Explained banking products and services such as checking accounts, savings accounts, loans and credit cards to potential customers.
Rehabilitation Technician
GREENDALE FOREST NURSING AND REHAB
Snow Hill, NC
09.2016 - 08.2017
- Assisted patients with daily living activities and rehabilitation exercises.
- Maintained and organized rehabilitation equipment for efficient use.
- Recorded patient progress and communicated findings to healthcare staff.
- Educated patients on proper techniques for exercises and mobility aids.
- Collaborated with team members to improve patient care strategies.
- Monitored patient vitals during therapy sessions for safety compliance.
- Reported any changes in the condition of the patient to the supervising therapist immediately.
Dietary Aide
GREENDALE FOREST NURSING AND REHAB
Snow Hill, NC
02.2010 - 12.2012
- Prepared nutritious meals according to dietary guidelines and resident preferences.
- Assisted in serving meals to residents in a timely manner.
- Maintained cleanliness and sanitation of kitchen and dining areas.
- Collaborated with dietitians to ensure adherence to special diets.
- Monitored food inventory and reported shortages to management.
- Supported staff in meal setup and breakdown during dining hours.
- Set up trays and food service carts to deliver food to residents.
- Performed general cleaning duties such as sweeping floors, washing dishes, wiping countertops.
Cashier
Food giant
Abbeville, AL
05.2007 - 05.2009
- Processed customer transactions efficiently at a leading grocery retailer.
- Utilized point-of-sale systems to manage cash and credit sales accurately.
- Assisted customers with product inquiries and provided excellent service.
- Maintained cleanliness and organization of checkout areas throughout shifts.
- Collaborated with team members to ensure smooth store operations during busy periods.
- Handled returns and exchanges according to store policies effectively.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Collected payments and provided accurate change.
Education
High school diploma -
George W Long High School
Skipperville, AL05.2009
Skills
- Cashiering
- Cash Handling
- Kitchen Experience
- Banking
- Customer service
- Staff training
- Process improvement
- Team building
- Problem solving
- Effective communication
- Scheduling efficiency
- Customer engagement
- Sales and Cross-selling
- Cash handling and management
- Problem-solving skills
- Answering questions
- Documentation and reporting
- Remote work capabilities
- Call center operations
- Call handling
- Call center customer service
- Inbound phone calls
- Data entry
- Product knowledge
- Customer relationship management
- Customer account updates
- Teamwork
- Problem-solving
- Multitasking
- Reliability
- Calm and professional under pressure
- Computer skills
- Excellent communication
- Understanding customer needs
- Customer service excellence
Timeline
Customer Contact Center Agent 1
Southern Bank
05.2026 - Current
Teller Supervisor
Southern Bank
12.2024 - Current
Universal Banker
Truist
02.2022 - 12.2024
Rehabilitation Technician
GREENDALE FOREST NURSING AND REHAB
09.2016 - 08.2017
Dietary Aide
GREENDALE FOREST NURSING AND REHAB
02.2010 - 12.2012
Cashier
Food giant
05.2007 - 05.2009
High school diploma -
George W Long High School