Cynthia Herttna
Canton
Summary
Professional with extensive experience in specialized roles, bringing valuable insights and practical expertise. Recognized for fostering team collaboration and consistently achieving objectives. Reliable and adaptable, with strong problem-solving and analytical skills.
Overview
30
30
years of professional experience
Work History
Senior Specialist
Key Bank
10.2020 - Current
- Service Team Trainer & Subject Matter Expert
- Performed back up duties for team manger and work flow coordinator
- 2024 Teammate of the Quarter
- Mentored lead specialists, fostering their professional development and ensuring adherence to best practices.
- Identified areas in need of critical improvement and implemented strategies to achieve targets.
- Supported department leadership in implementing new policies, procedures and controls.
- Delivered high-quality results consistently by adhering to strict quality control measures and industry best practices.
- Followed all company policies and procedures to deliver quality work.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Resolved branch inquiries through effective communication and problem-solving strategies.
- Delivered exceptional service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Developed knowledge base of frequently asked questions and solutions, facilitating faster issue resolution.
Vault Teller
Citizens Bank
09.2017 - Current
- Accepted and processed customer transactions, such as deposits and credit card payments, in cash, credit cards and checks, checking for validity.
- Acknowledged customer issues and resolved their problems quickly and efficiently.
- Effectively communicated with other employees and upper management to ensure complete care of customers.
- Fulfilled administrative duties, including: completing and filing paperwork, directing a multi-line phone and setting appointments.
- Greeted customers and offered them assistance where possible.
- Informed customers about current promotions and sales, encouraging them to take advantage.
- Responsible for ordering cash for branch and maintaining proper cash percentages
- Back up ATM custodian, responsible for balancing and servicing ATM whenever ATM custodian was off or on vacation
Server
Hartville Kitchen Restaurant & Bakery
03.2007 - 09.2017
- Calculated check amounts and split checks when parties requested separate checks.
- Completed all side work after completion of dining service.
- Completed an entire food service and training course when hired as a restaurant server.
- Delivered outstanding customer service by serving food and drinks to guests.
- Effectively maintained a clean working environment during shift.
- Ensured all meals served to patrons met quality standards.
- Helped resolve guest problems by remaining positive, friendly and respectful.
- Practiced safe food handling procedures by washing hands regularly and using gloves when preparing salads or desserts.
- Recommended entrée or drink choices to guests by listening to their preferences and concerns.
- Supported new marketing and advertising campaigns developed by management in order to help increase restaurant sales.
- Responsible for counting and dividing tip money daily
Cash Office
Giant Eagle Supermarket
04.1999 - 05.2000
- Responsible for counting and balancing all cash drawers and front office safe
- Effectively found out of balance issues and corrected them
- Processed Western Union transactions
- Processed returns at Service Desk
- Answered multi line phone system and transferred phone calls to proper departments
- Accurately completed cash register transactions.
- Served multiple customers at once in a stressful environment.
Cashier
McDonald's
06.1996 - 04.1999
- Accepted customer payments, and made change when necessary.
- Kept lines moving smoothly so that customers were served in a timely manner
- Performed duties such as mopping, washing dishes, cleaning bathrooms, and stocking product.
- Guided customer disputes toward positive resolution with listening and diplomacy skills.
- Interacted in a pleasant and friendly way with store guests.
Education
2 years Post Secondary -
University of Akron
Akron, OHHigh School Diploma - undefined
Lake Middle/High School
Uniontown, OH06.1998
Skills
- Operational efficiency
- Organizational Skills
- Multitasking Abilities
- Teamwork and collaboration
- Attention to detail
- Coaching and mentoring
- Compliance monitoring
- Time management
- Process improvement
- Professionalism
Timeline
Senior Specialist
Key Bank
10.2020 - Current
Vault Teller
Citizens Bank
09.2017 - Current
Server
Hartville Kitchen Restaurant & Bakery
03.2007 - 09.2017
Cash Office
Giant Eagle Supermarket
04.1999 - 05.2000
Cashier
McDonald's
06.1996 - 04.1999
High School Diploma - undefined
Lake Middle/High School
2 years Post Secondary -
University of Akron