Chazzarae' Burgess

● Provide hundreds of customer service sessions, helping them to open new accounts, transfer funds, reissuing statements, ordering checks, and resolve technical issues
● Resolve customer inquiries relating to bank products and services, such as mortgages, loans, credit card services, investments, and retirement planning
● Implement a new marketing strategy and resulting in 20% more leads than previous year
● Design investment strategy to meet clients' personal goals; including investing in the company's mutual funds, stocks, bonds, or other financial instruments
● Increased loyalty and deepen customer relationship with company through providing personalized customer service created to fit each individual situation and need

● Conducted qualitative and quantitative research with consumers to identify the best products, services, and features for a new product line
● Generated 20% increase in sales by showcasing products to customers, directing traffic flow, and maximizing impulse purchases
● Adhered to internal controls and financial regulations, ensuring compliance with policies and procedures for all transactions
● Trained 10 new sales associates in company policies, product knowledge, and customer service techniques

● Improved sales team efficiency by streamlining sales process and reducing manual errors
● Handled escalated account holder issues involving fraudulent charges, identity theft, and compromised card accounts with a team of support representatives
● Hired and mobilized a qualified team of 6 direct reports and provided them with comprehensive training on core principles and processes needed to become successful, leading to an 89% retention rate
● Organized staff parties and team outings to help foster a positive atmosphere while creating team cohesion