Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Desine Nitollano

Mount Vernon,NY

Summary

Seasoned Customer Service Supervisor with unmatched customer service record and successful strategic development. Develops strong working relationships with teams to boost performance and meet objectives.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Private Client Banker AVP/Business Specialist/Manager on Duty

JPMorgan Chase Bank
Dobbs Ferry, New York
12.2010 - Current
  • Responded to all client inquiries and asked appropriate questions to facilitate resolution.
  • Interacted with team members across departments to research and resolve customer issues.
  • Provided excellent customer service by following up with clients, and responding to incoming calls.
  • Verified basic needs are being met, providing navigation assistance for various benefits and available services.
  • Responded to customer concerns by providing friendly, knowledgeable support and maintaining composure and professionalism.
  • Trained employees in essential job functions.
  • Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
  • Opened, closed and updated accounts for customers.
  • Balanced teller drawers and ATM cash.
  • Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products and services.
  • Understood and applied selling techniques to open, develop and close sales and created product interest by actively cross-selling products and services to pursue customers.
  • Evaluated client financial positions and identified most appropriate banking products.
  • Trained and mentored junior banking staff to maximize performance, efficiency and compliance.
  • Supervised branch operations and made continuous improvements in each area.
  • Processed customer requests for statements, ordering additional checks and updating customer personal information in database.

Customer Service Supervisor

Unifisevice (Delta, United, Breeze)
White Plains, NY
11.2017 - Current
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Coached employees through day-to-day work and complex problems.
  • Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Greeted passengers, assisted with carry-on baggage stowage, and delivered onboard announcements.
  • Cross-trained existing employees to maximize team agility and performance.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Evaluated employees' strengths and assigned tasks based upon experience and training.
  • Established and updated work schedules to account for changing staff levels and expected workloads.

Education

High School Diploma -

Mount Vernon High School
Mount Vernon, NY
06.2003

Skills

  • Issue Resolution
  • Staff Training
  • Team Management
  • Leading Team Meetings
  • Customer Implementation
  • Office Management
  • Workflow Management
  • Time Management
  • Work Prioritization
  • Employee Scheduling
  • Job Assignments

Certification

Ground Security Coordinator Delta, United and Breeze

Complaint Resolution Officer Delta, United and Breeze

Station Trainer Coordinator Delta, United and Breeze



2013-Series 6

2013-Series 63

2013- Life & Health Insurance


Timeline

Customer Service Supervisor

Unifisevice (Delta, United, Breeze)
11.2017 - Current

Private Client Banker AVP/Business Specialist/Manager on Duty

JPMorgan Chase Bank
12.2010 - Current

High School Diploma -

Mount Vernon High School

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Desine Nitollano