Summary
Overview
Work History
Education
Skills
Timeline
Generic

Colleen Conners

Milford,ME

Summary

Dynamic customer service professional with extensive experience at Bangor Savings Bank, adept at resolving complex issues and enhancing client satisfaction. Skilled in complaint resolution and relationship building, I consistently achieved positive outcomes while managing high-pressure situations. My strong product knowledge and active listening abilities foster loyalty and drive repeat business.

Overview

17
17
years of professional experience

Work History

Customer Service Representative

Phoenix Footwear Group
11.2021 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Senior Teller

Bangor Savings Bank
02.2011 - 12.2018
  • Resolved complex customer issues promptly and professionally, maintaining a focus on achieving positive outcomes for both the client and the bank.
  • Delivered exceptional service while managing high-volume cash transactions during peak business hours without compromising accuracy or efficiency levels.
  • Conducted thorough audits of teller cash drawers, vaults, and ATMs, contributing to branch compliance with internal controls and regulatory standards.
  • Managed overdraft reports and performed audits.
  • Enhanced customer satisfaction by efficiently processing transactions, addressing inquiries, and providing tailored financial advice.
  • Meticulously monitored cash drawer activity, ensuring accuracy in transaction processing and adherence to strict security protocols.
  • Boosted branch sales performance with proactive cross-selling of bank products and services to meet individual customer needs.
  • Streamlined daily operations for improved efficiency by implementing new teller procedures and training junior staff members.
  • Coached and trained Number of new bank tellers.
  • Promoted positive customer interactions, consistently maintaining a professional demeanor during high-pressure situations.
  • Handled foreign currency and performed currency transaction reports.
  • Answered phone and email inquiries on banking products.
  • Assisted customers in navigating online banking platforms, resulting in increased adoption of digital banking services within the branch clientele base.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Earned Number in sales referrals and participated in product sales campaigns.
  • Politely assisted over Number customers per day in fast and high-pressure environment.
  • Maintained, organized and stocked teller window areas.
  • Performed general teller duties for drive-thru line.
  • Mentored and trained new tellers on bank procedures and customer service standards.
  • Received car loan, home loan, and other payments and posted to accounts.
  • Replenished ATM funds in empty canisters prior to validation process.
  • Managed daily bank operations by processing customer transactions and providing exceptional customer service.
  • Answered inquiries regarding checking and savings accounts and other related products.
  • Maintained friendly and professional customer interactions.
  • Established rapport with new clients to increase satisfaction and loyalty.

Teller

Merrill Bank
02.2009 - 02.2011
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Education

Business

Orono High School
Orono, ME
06.1982

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Relationship building
  • Complaint handling
  • Complaint resolution
  • Payment processing
  • Client relations
  • Customer satisfaction measurement
  • Professional telephone demeanor
  • Product knowledge

Timeline

Customer Service Representative

Phoenix Footwear Group
11.2021 - Current

Senior Teller

Bangor Savings Bank
02.2011 - 12.2018

Teller

Merrill Bank
02.2009 - 02.2011

Business

Orono High School

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