Desiree Hoyle
Jackson,TN
Summary
DESIREE HOYLE CUSTOMER SERVICE PROFESSIONAL General customer service background including experience and proficiency in Microsoft Office. Demonstrated success in planning and problem-solving. Able to multi-task to deadlines. Team player with the ability to train, motivate and supervise. Readily adapts to change, works independently and exceeds management expectations. Positive attitude and well organized.
Overview
20
20
years of professional experience
Work History
Lead Universal Banker
Leaders Credit Union
10.2022 - Current
- Cashed checks, accepted deposits and withdrawals within assigned limits and calculated daily transactions using computers, calculators or adding machines.
- Identified customer financial needs through in-person efforts, cold calls, referrals and marketing while providing strong product knowledge and quality service.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Displayed knowledge and proficiency in explaining, selling and administering products and referred customers to appropriate resources for enhanced services.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Adhered to established security procedures and reported potential fraud or safety violations to management for immediate recourse.
- Educated customers on features and benefits of banking products and services.
- Balanced teller drawers and ATM cash.
- Developed and maintained strong customer relationships, providing exceptional service and advice.
- Investigated customer inquiries and resolved discrepancies in helpful and timely manner.
- Monitored account activity and identified suspicious transactions, taking appropriate action to prevent fraud.
Head Teller
First Bank
12.2015 - 09.2022
- Mentored newly hired team members on appropriate responses to patron questions.
- Answered inquiries regarding checking and savings accounts and other related products.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Replenished ATM funds in empty canisters prior to validation process.
- Introduced customers to other bank team members to help meet financial needs.
- Identified potential needs through observation, questioning, and listening.
- Investigated and promptly resolved issues with patron accounts.
- Provided customers with appropriate literature on banking products and services.
- Verified amount of cash in cash drawer against day's receipts, quickly identifying errors.
- Mentored and trained new tellers on bank procedures and customer service standards.
- Managed daily bank operations by processing customer transactions and providing exceptional customer service.
- Recognized and prevented fraudulent activities and suspicious transactions.
- Enforced compliance with bank regulations and policies to reduce financial risks.
- Maintained friendly and professional customer interactions.
- Assisted customers with banking needs and inquiries.
- Counted, verified and handled bank deposits and armored car transactions.
- Educated customers on online banking and mobile banking applications.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Handled various accounting transactions.
- Monitored and verified suspicious activity on customer accounts.
- Trained new hires on customer service policies and procedures.
General Manager
Dairy Queen Grill & Chill
08.2014 - 01.2016
- Developed and implemented strategies to increase sales and profitability.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Trained new employees on proper protocols and customer service standards.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Teller
Regions Bank
07.2010 - 09.2014
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
Shift Leader
Dairy Queen
03.2003 - 09.2010
- Trained new employees and delegated daily tasks and responsibilities.
- Completed cash and credit card transactions accurately using POS software.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Managed inventory and ordered supplies to keep location well stocked with necessary supplies.
- Enforced company policies and regulations with employees.
- Resolved conflicts between employees to maintain positive and productive work environments.
- Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Completed daily financial activities and prepared weekly reports for management to inform decision-making.
Education
High School Diploma -
Franklin High School
Stockton, CA06.1997
Skills
- Excellent Oral and Written Skills
- Team Building
- Safety Management
- Performance Improvement
- Inventory Management
- Cost Control
- Exceptional Customer Service Skills
- Superb Interpersonal Skills Office Etiquette
- MS Word, Excel, PowerPoint, Outlook, & Publisher
- Typing Speed of 50 wpm
Timeline
Lead Universal Banker
Leaders Credit Union
10.2022 - Current
Head Teller
First Bank
12.2015 - 09.2022
General Manager
Dairy Queen Grill & Chill
08.2014 - 01.2016
Teller
Regions Bank
07.2010 - 09.2014
Shift Leader
Dairy Queen
03.2003 - 09.2010
High School Diploma -
Franklin High School
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