Summary
Overview
Work History
Education
Skills
Timeline
Generic

Copathia Sams

Lawrenceville,Georgia

Summary

Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

18
18
years of professional experience

Work History

Senior Branch Banker

PNC Bank
05.2022 - Current
  • Manages customer experience by identifying opportunities to improve customer's financial wellbeing.
  • Collaborates with ecosystem partners to grow customer's share of wallet.
  • Positioned PNC solutions to drive new revenue and customer loyalty.
  • Drive proactive sales conversations through internal and outbound interactions with defined sales process including outbound calling, service to sales, teller interactions, appointment setting and effective lobby engagement, ultimately elevating client loyalty.
  • Leverages ecosystem partnerships as well as community Centers of Influence to acquire, expand and retain relationships.
  • Creates customer loyalty and grows customer share of wallet through differentiated customer experience.
  • Educates customers on options for managing financial transactions by leveraging technology, tools and resources.
  • Manages risk through adherence to all policies and procedures, demonstrating sound judgment within established limits.
  • Demonstrates heightened scrutiny to identify and avoid loss. Participates in branch daily operations, ensuring they are completed in efficient and accurate manner.
  • Originated, reviewed, processed, closed, and administered customer loan proposals.

Customer Service Advocate

Cigna
11.2021 - 01.2022
  • Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Answered average of 20-30 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
  • Effectively handled complaints from clients by addressing issues in a timely and professional manner.
  • Managed high volume of complex rebate claims, ensuring accurate payments within established deadlines.
  • Collaborated with cross-functional teams to resolve discrepancies in rebate agreements and payments.
  • Ensure compliance with applicable laws and regulations

Universal Banker

Suntrust
11.2018 - 07.2021
  • Develop business relationships with potential customers through sales calls, networking, as well other outside activities
  • Sell products and services to customers and recommend and refer to appropriate alternative investment options to customers
  • Provide exceptional customer service promptly and efficiently processing customer transactions and promote positive public relations
  • Research customer questions, resolve account issues and analyze account close-outs to assess potential for future business
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
  • Expedited the reconciliation process by automating invoice matching and payment procedures.
  • Strengthened customer relationships with proactive communication and timely resolution of queries or concerns
  • Maintained comprehensive documentation of all rebate activities, ensuring regulatory compliance and audit readiness.

Lead Teller Float/Teller III

Suntrust Bank
10.2017 - 11.2019
  • Provided input into performance reviews and participated in conducting reviews with Branch Manager or Assistant Branch Manager
  • Assisted with operational functions such as approving transactions, cash control, branch security, internal control
  • Demonstrates competency with all Teller application transactions and process Teller operations
  • Identify sales referral opportunities and makes appropriate referrals
  • Ensures that all Tellers are aware of, and participating in, achievement of service and sales goals
  • Responsible for coaching and development of Tellers, and Operations of Teller line
  • Responsible for ensuring that all business transactions and practices in individual's span of control comply with all regulations and Code of Conduct.
  • Led team to achieve operational excellence and drive performance improvement.
  • Monitored and reported suspicious activity in line with bank security policies.
  • Assisted with training of new tellers on policies and procedures.

Administrative Assistant

Live Oak Library Office Assisant
05.2016 - 02.2017
  • Enhanced office efficiency by streamlining administrative processes and implementing organizational systems.
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.
  • Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
  • Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
  • Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records.
  • Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.

Manager

Gabby's Playhouse Daycare
03.2012 - 09.2015
  • Improved daycare operations by implementing efficient scheduling and staff management strategies.
  • Mentored new hires on company policies and procedures, best practices and specific expectations related to their role as daycare providers.
  • Built strong relationships with parents through open communication channels, resulting in increased trust and confidence.
  • Ensured compliance with all local, state, and federal regulations regarding childcare operations and licensing requirements.
  • Supported month-end closing process by preparing comprehensive journal entries and adjusting balances as necessary.
  • Managed accounts receivable and accounts payable functions, ensuring accurate recording of all transactions.
  • Managed financial aspects including budgeting, expense tracking, processing rebate vouchers and payment collection from parents.

Teller II

Wells Fargo Bank
10.2010 - 03.2012
  • Process customer financial transactions with assigned limits and guidelines Train new employees based on banking policy's and procedures
  • Balance assigned cash drawer which includes bank cash vault
  • Met monthly sales and referral requirements at 90%
  • Maintained client retention rate by suggesting strategic investment plans based on fixed income and equity investing report evaluations
  • Researched and resolved customer issues on personal savings, checking and lines of credit accounts
  • Act as vault teller when needed, also ship incoming and outgoing money

Accounting/Payroll Clerk

Newell Recycling
07.2009 - 05.2010
  • Used accounting software to prepare weekly and monthly financial reports.
  • Generate reports on rebates and payments owed to companies
  • Applied proper codes to invoices, files, and receipts to keep records organized and easily searchable.
  • Verified items billed against items ordered and reconciled differences through follow-up with vendor.
  • Completed financial reports, providing insight into performance, operations and cash flow.
  • Coordinated with external auditors to resolve discrepancies.
  • Maintained account accuracy by reviewing and reconciling checks monthly.
  • Developed monthly, quarterly and annual profit and loss statements and balance sheets.
  • Promptly process PODs, credit memos, and use other documentation support when necessary to resolve account differences with customers
  • Call customers regarding accounts
  • Escalate large collections issues appropriately

Senior Teller/Relationship Banker

Branching Branching & Trust
10.2006 - 07.2009
  • Delivered superior service while adhering to corporate, regulatory and audit guidelines
  • Explained, promoted and sell products and services
  • Provide timely, and efficient completion of client's transactions while maintaining accurate records Process information required for provision of services (opening and closing accounts
  • Verified amounts and integrity of every check or funds transfer
  • Served approximately 15+ customers each shift, remaining composed and professional even in high-stress situations

Education

Associate of Science - Business Administration

South University
Savannah,Ga
2004

Skills

  • Complaint Handling
  • Team Leadership
  • Ability To Multitask
  • Financial Product Sales
  • Proficiency In Ms Office
  • Clerical And Administrative
  • Detail-Oriented
  • Customer Relationships
  • Rules And Regulations
  • Computer Proficiency
  • Time Management
  • Technical support knowledge
  • Remote Support

Timeline

Senior Branch Banker

PNC Bank
05.2022 - Current

Customer Service Advocate

Cigna
11.2021 - 01.2022

Universal Banker

Suntrust
11.2018 - 07.2021

Lead Teller Float/Teller III

Suntrust Bank
10.2017 - 11.2019

Administrative Assistant

Live Oak Library Office Assisant
05.2016 - 02.2017

Manager

Gabby's Playhouse Daycare
03.2012 - 09.2015

Teller II

Wells Fargo Bank
10.2010 - 03.2012

Accounting/Payroll Clerk

Newell Recycling
07.2009 - 05.2010

Senior Teller/Relationship Banker

Branching Branching & Trust
10.2006 - 07.2009

Associate of Science - Business Administration

South University

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Copathia Sams