Cleapatra O'Neil
Phoenix,AZ
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
16
16
years of professional experience
Work History
Treasury F&S Sr Specialist - Service Client Service
Bank Of America
06.2022 - Current
- First point of contact for high revenue clients via phone and email regarding concerns for their accounts
- Responsible for analyzing and determining appropriate handling and resolution of received client request for Treasury, Cash management, Card and Depository products
- Conduct research on clients account and correspond with client to be able to answer any questions or inquiries
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Enhanced customer satisfaction with timely and accurate issue resolution.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Operation Analyst
Bank Of America
03.2019 - 06.2022
- Maintained internal operational and financial controls and ensured they meet bank standards
- Conducted routine analysis, research and investigations dealing with compliance requirements for opening business accounts via online
- Answered incoming calls from internal associates and external clients concerning Small Business online applications
- Boosted customer satisfaction, addressing client concerns in a timely and professional manner.
- Utilized advanced analytical skills in order to resolve complex operational issues effectively.
- Provided training for new hires, fostering a supportive learning environment conducive to success in their roles.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
Wealth Management Client Service Representative
Merrill Lynch, Bank Of America
07.2016 - 03.2017
- Provides client service support to Advisory partners, clients retail brokerage and retirement products through inbound calls
- Perform maintenance on clientʼs credit card, loans and retail accounts
- Support Advisory partners and clients navigating and performing daily tasks via MyMerrill and Bank of America online banking website
- Assist clients with daily stock quotes
- Strong critical-thinking, logic and problem-solving skills
- Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Assisted clients with navigating online platforms and tools, enhancing their overall experience with the company''s resources.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
- Adapted quickly to changes in company policy or procedures while maintaining excellent service standards for existing clients.
Senior Client Service Professional for Commercial Banking
JPMorgan Chase Bank
05.2013 - 12.2015
- Responsible for various customer service relationship management and operational control activities of assigned portfolio consisting of Municipalities, Higher Education, Not-for-Profit and Healthcare Industries
- Performed complex operating transactions on accounts, treasury products and credit facilities
- Served as Primary point of service contact for clients within assigned commercial portfolios
- Partnered with Banker and Treasury representatives to discuss clients' needs and overall client satisfaction
- Work efficiently under pressure in a problem-solving capacity
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Identified and resolved discrepancies and errors in customer accounts.
Client Service Professional with Dealer Commercial Services
JPMorgan Chase Bank
09.2008 - 01.2013
- Assist Relationship Managers with all areas of customer relationship within their assigned portfolio containing multimillion-dollar customers within Chase Commercial Auto Dealer Finance
- Serve as a primary liaison for customers between all areas of the bank contact
- Work efficiently under pressure in a problem-solving capacity
- Responsible for the Maintenance, Research, Opening and Closing of customers Checking, Savings and Loan accounts
- Responsible for completing bank compliance with Know your Customer
- Ensure customer satisfaction and retention through timely follow-up and resolution of issues
- Maximize productivity of the assigned Relationship Manager
- Participated in regular trainings and workshops to keep up-to-date on all company products and services.
- Enhanced client satisfaction by promptly addressing and resolving service issues.
- Built strong relationships with clients, leading to increased trust and long-term partnerships.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Developed strong relationships with clients through proactive outreach and regular check-ins on progress and satisfaction.
- Maintained detailed records of client interactions, allowing for better understanding of needs and preferences for future engagements.
- Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
- Investigated and resolved customer inquiries and complaints quickly.
- Identified new business opportunities through effective networking and relationship building.
Education
Computer Programming -
Borough of Manhattan Community College
New York08.1999
High School Diploma -
Clara Barton High School
Brooklyn01.1993
Skills
- Microsoft Office
- Word
- Excel
- Powerpoint
- Quality Assessment
- Analytical Thinking
- Time Management
- Excellent Communication
- Multitasking Abilities
- Problem-solving abilities
Timeline
Treasury F&S Sr Specialist - Service Client Service
Bank Of America
06.2022 - Current
Operation Analyst
Bank Of America
03.2019 - 06.2022
Wealth Management Client Service Representative
Merrill Lynch, Bank Of America
07.2016 - 03.2017
Senior Client Service Professional for Commercial Banking
JPMorgan Chase Bank
05.2013 - 12.2015
Client Service Professional with Dealer Commercial Services
JPMorgan Chase Bank
09.2008 - 01.2013
Computer Programming -
Borough of Manhattan Community College
High School Diploma -
Clara Barton High School
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