Cortney Sticklen
Brooksville,KY
Summary
Adept at enhancing customer satisfaction and streamlining branch operations, While leveraging financial product knowledge and exceptional customer service skills at Peoples Bank Of Ohio to significantly improve client relations. Using a proactive approach in coaching teams and managing risk has consistently driven branch performance, showcasing the ability to meet and exceed sales goals.
Overview
12
12
years of professional experience
Work History
Universal Banker Operations Specialist
Peoples Bank Of Ohio
02.2022 - Current
- Opened checking, savings, money market and certificates of deposit accounts and ordered checks, debit cards and furnished online banking details to facilitate new transactions.
- Cashed checks, accepted deposits and withdrawals within assigned limits and calculated daily transactions using computers, calculators or adding machines.
- Supported branch operations, ensuring compliance with all federal and state regulations as well as bank policies.
- Improved customer satisfaction by providing personalized banking solutions and addressing client needs promptly.
- Collaborated with team members to achieve branch performance metrics, fostering a positive work environment.
- Ensured a consistent and positive customer experience by upholding high standards of professionalism, courtesy, and responsiveness in all interactions.
- Trained and mentored junior banking staff to maximize performance, efficiency, and compliance.
- Optimized workflow processes within the branch by implementing best practices in organization and time management techniques.
- Collaborated with other departments to confirm compliance with banking procedures and regulations.
- Conducted regular reviews of operations and identified areas for improvement.
- Educated staff on organizational mission and goals to help employees achieve success.
Universal Banker
US Bank
04.2014 - 02.2022
- Opened checking, savings, money market and certificates of deposit accounts and ordered checks, debit cards and furnished online banking details to facilitate new transactions.
- Cashed checks, accepted deposits and withdrawals within assigned limits and calculated daily transactions using computers, calculators or adding machines.
- Supported branch operations, ensuring compliance with all federal and state regulations as well as bank policies.
- Improved customer satisfaction by providing personalized banking solutions and addressing client needs promptly.
- Identified customer financial needs through in-person efforts, cold calls, referrals, and marketing while providing strong product knowledge and quality service.
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Resolved complex customer issues efficiently, collaborating with relevant departments when necessary for prompt resolution of problems encountered during banking transactions.
- Educated customers on various banking products and services, empowering them to make informed financial decisions aligned with their personal goals.
- Managed risk effectively by adhering to established security protocols and diligently monitoring suspicious activities or transactions.
- Enhanced cross-selling capabilities by offering tailored financial products and services to existing clients.
Service Desk Manager
Kmart
04.2012 - 07.2015
- Developed a high-performing team by providing coaching, mentoring, and regular performance feedback.
- Implemented an effective knowledge management system for quicker issue resolution and increased productivity.
- Enhanced customer satisfaction with timely issue resolution and effective communication skills.
- Created a positive work environment through transparent communication, employee engagement initiatives, and accessible leadership style.
- Hired, trained and supervised team of service staff members to meet business goals.
Delivery Driver
NAPA Auto Parts
03.2013 - 04.2014
- Delivered packages to customer doorsteps and business offices.
- Completed on-time deliveries by choosing best and most efficient routes.
- Improved customer satisfaction by ensuring timely and accurate deliveries of products.
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
- Maintained upbeat, positive attitude in busy, customer-focused environment.
- Completed rush deliveries on tight timetables to satisfy customer needs.
- Operated vehicle safely in highly congested areas with no traffic violations.
- Loaded truck and properly secured items to prevent damage for deliveries.
- Managed customer inquiries and complaints in polite and professional manner.
- Demonstrated exceptional time management skills in consistently meeting tight deadlines without compromising quality or safety.
- Increased repeat business through excellent customer service and prompt resolution of any issues or concerns.
- Supported warehouse operations when needed, contributing to a well-rounded understanding of company logistics processes.
Education
High School Diploma -
Fleming County High School
Flemingsburg, KY06.2010
Skills
- Branch operations
- Cash handling proficiency
- Electronic Funds Transfer
- Customer Needs Assessment
- Financial product knowledge
- Performance Tracking
- Customer Service
- Team Coaching and Training
- Meeting Sales Goals
Timeline
Universal Banker Operations Specialist
Peoples Bank Of Ohio
02.2022 - Current
Universal Banker
US Bank
04.2014 - 02.2022
Delivery Driver
NAPA Auto Parts
03.2013 - 04.2014
Service Desk Manager
Kmart
04.2012 - 07.2015
High School Diploma -
Fleming County High School
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