Deborah Zongo

• Evaluates the client's needs and aligns those requirements with the appropriate bank products and services.
• Responsible for identifying, preventing and investigating fraudulent activities on customers accounts.
• Delivers exceptional service to internal and external clients and escalate customer issues.
• Established and checked coding procedures, monitored reports and updated internal files.
• Implemented and regularly reviewed financial controls to generate accurate and reliable financial data.
• Conducted regular audits of branch activities, ensuring compliance with regulatory requirements and company policies.
• Protected branch assets through security monitoring and effective assessment techniques at each customer contact point.
• Processes transactions including money transfer, deposits and withdrawals using TCR.
• Developed strong relationships with clients, fostering loyalty

and trust while driving business growth.

• Coordinated community outreach initiatives to increase brand visibility and promote financial literacy among local residents.
• Optimized staff scheduling to ensure adequate coverage during peak hours and reduced overtime expenses.

• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Tracked customer service cases and updated service software with customer information.
• Trained new personnel regarding company operations, policies and services.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Investigated and resolved customer inquiries and complaints quickly.
• Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Promptly responded to inquiries and requests from prospective customers.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Increased efficiency and performance by monitoring team member productivity and providing feedback.
• Processed customer service orders promptly to increase customer satisfaction.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Increased efficiency and team productivity by promoting operational best practices.
• Provided primary customer support to internal and external customers.
• Updated account information to maintain customer records.