Carlian Gentles
Brooklyn,NY
Summary
Compassionate professional with several years of experience in various settings. Instrumental in critical thinking and problem resolution with great attention to detail. Exceptional leadership talents related to employee relations and staff supervision. Adept at working effectively and quickly mastering new skills.
Overview
11
11
years of professional experience
Work History
Child Protective Specialist
Administration for Children’s Services
Brooklyn, NY
08.2023 - Current
- Responsible for investigating reports of child abuse and neglect to ensure the safety and well-being of children.
- Conduct thorough investigations into allegations of child abuse or neglect and assess home environment to determine risk of harm.
- Provide support and resources to families to promote healthy and safe environments for children.
- Interview children, parents, caretakers, or relevant parties to gather information and assess the situation.
- Document findings, write reports and maintain accurate case records.
- Collaborate with law enforcement, social workers, medical professionals, other agencies to coordinate services for families in need.
Universal Banker
M&T Bank
Brooklyn, NY
04.2022 - 08.2023
- Executed plans for project management including customer assessments and lead-focused outbound calling
- Build and strengthen customer relationships leveraging interpersonal and communication skills
- Identify the financial needs of customers and advise appropriate product and service options for their financial journey
- Initiate research on customer profiles to add value to customer relationships
- Assisted ~10 customers per day with opening or closing accounts and completing loan applications
- Contribute to relationship management and business development initiatives to increase engagement.
Consumer Banking Representative- Call Center
Dime Community Bank
Brooklyn, NY
01.2019 - 10.2020
- Maintained responsibilities for all aspects of customer service and development
- Established thorough knowledge of protocols to promote banking efficiency
- Ensured high level of satisfaction regarding inquiries for products, services, and company information
- Answered incoming calls and conducted outbound calls regarding financial inquiries and software issues
- Communicated and partnered with various internal departments in delivering solutions to clientele expeditiously
- Consistently exceeded revenue quota through product promotion and sound business acumen.
Universal Banker- Supervisor
Dime Community Bank
Brooklyn, NY
04.2017 - 12.2019
- Collaborated with branch management to strengthen operations and employee relations
- Proactively organized the planning and scheduling of outreach, community events, and meetings with local businesses
- Advised customers on sensitive and complex financial issues
- Conducted profiling discussions with clients to analyze and identify needs
- Coached, trained, and motivated the team in performing at optimal levels and complying with internal controls
- Strategized and implemented innovative solutions in the client prospecting process, which increased sales by 30% from a 10% downturn in approximately 25 days.
Head Teller
TD BANK
Brooklyn, NY
04.2013 - 04.2017
- Participated in strategies for acquiring and maintaining clients
- Collected and recorded confidential information adhering to legal, corporate, and regulatory policies
- Identified fraud and scams to mitigate controllable losses while maximizing customer advocacy
- Ensured the accuracy and integrity of all financial transactions
- Performed teller and customer experience related duties supporting an average of ~50 customers per day
- Streamlined daily activities including balancing, reconciling, and maintaining spreadsheets for financial reporting
- Awarded outstanding customer service by regional management.
Education
Bachelor of Science in Psychology -
Brooklyn College
Brooklyn, NYSkills
- Customer Service
- Data Analysis
- Project Management
- Business Development
- MS Office
Timeline
Child Protective Specialist
Administration for Children’s Services
08.2023 - Current
Universal Banker
M&T Bank
04.2022 - 08.2023
Consumer Banking Representative- Call Center
Dime Community Bank
01.2019 - 10.2020
Universal Banker- Supervisor
Dime Community Bank
04.2017 - 12.2019
Head Teller
TD BANK
04.2013 - 04.2017
Bachelor of Science in Psychology -
Brooklyn College
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