Summary
Overview
Work History
Education
Skills
Volunteer Experience
Applications
Languages
References
Timeline
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Devina Bissoondyal

Schenectady,NY

Summary

Driven to excel, I leveraged my expertise in remote support and relationship building at M&T Bank, enhancing customer satisfaction and streamlining service operations. Skilled in Office 365 migration and fostering client relationships, I significantly contributed to project successes and customer retention, embodying a blend of technical proficiency and interpersonal acumen.

Overview

10
10
years of professional experience

Work History

Cor Support Analyst (remote)

M&T Bank
Schenectady, NY
02.2023 - 12.2024
  • Identify and/or address customer needs by using appropriate needs identification methods, providing information, or completing a service transaction in response to incoming questions regarding bank products and/or services.
  • Identify opportunities to suggest alternative bank products or services to better suit the needs of customers, while contributing to customer retention and expanding their overall relationship with the bank.
  • Research customer complaints or problems related to their accounts or bank services, and resolve them in a timely and accurate manner; escalate complex problems, as appropriate, to ensure their resolution.
  • Take ownership of the customer issue until resolution or escalation, and follow up with the customer once servicing is complete to ensure their immediate needs and expectations have been met.
  • Complete other related special assignments and projects, as requested.
  • Understand and adhere to the Company’s risk and regulatory standards, policies, and controls in accordance with the Company’s Risk Appetite. Identify risk-related issues needing escalation to management.
  • Promote an environment that supports diversity and reflects the M&T Bank brand.
  • Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
  • Documented user information, issue details and solutions on service tickets and closed tickets upon resolution.
  • Gathered information from end-users to troubleshoot, diagnosing hardware and software issues.
  • Responded to phone and email questions and concerns, resolving many issues daily.
  • Collaborated closely with other departments to resolve escalated customer issues quickly.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Complete other related duties as assigned.

Relationship Banker

M&T Bank
Guilderland, NY
02.2022 - 02.2023
  • Play a key role in Relationship Management (customer assessments, profiling for sales opportunities, account opening, and lead-focused outbound calling), Sales Process (profile/pre-call planning, outreach, appointment preparation, interaction/appointment, follow-up), and Risk Management (audit requirements, fraud prevention, Know Your Customer (KYC), and customer information profile (CIP)).
  • Complete basic research on customer profiles in order to assess potential ways to add value to clients' banking relationships and transition to needs-based discussions on financial goals. Identify the financial needs of customers and present all appropriate product and service options by working cooperatively with appropriate internal business partners.
  • Proactively reach out to clients via e-mail or phone to follow up and educate them on value-added products and services to address the needs of clients. Onboard new customers through customer outreach, regardless of the available channel and the individual who opened the account. Establish trust with existing clients through proactive outreach regularly.
  • Schedule preset appointments for the following week and hold appointments each week. Adequately prepare for scheduled appointments before customer meetings by preparing for sales interactions with a pre-call plan. Perform customer servicing interactions.
    Adhere to applicable compliance, operational risk controls, in accordance with Company or regulatory standards and policies.
  • Promote an environment that supports diversity and reflects the M&T Bank brand.
    Maintain M&T internal control standards, including the timely implementation of internal and external audit points, together with any issues raised by external regulators, as applicable.
  • Complete other related duties as assigned.
    Responsible for meeting and maintaining registration requirements under the Federal SAFE Act.

Universal Banker

M&T Bank
Guilderland, NY
11.2020 - 02.2022
  • Set up new accounts and services for customers and explained important restrictions, benefits and requirements of each.
  • Assisted clients in setting up online banking services, enhancing accessibility and convenience.
  • Assisted customers by answering banking questions and recommending solutions.
  • Composed, typed and mailed statements and correspondence related to discrepancies and outstanding unpaid debts.
  • Assisted customers with setting up direct deposits for their payroll checks.
  • Received mortgage and other loan payments, verifying payment dates and amounts due.
  • Adhered to bank and legal guidelines for reporting, loan approvals, and money handling.
  • Cross-sold bank products such as debit cards, credit cards and overdraft protection plans to existing customers.
  • Built positive relationships with realtors to produce client referrals.
  • Supported the implementation of new systems related to banking operations.
  • Maintained cash drawer by following exact procedures for transactions and strong security protocols.
  • Received incoming wires from other financial institutions into customer accounts.
  • Managed escalations with polite service, knowledgeable support and unsurpassed professionalism to satisfy needs and protect bank reputation.
  • Provided customer service to clients by answering questions, resolving complaints and processing transactions.
  • Processed term deposits, retirement savings plan contributions and mail deposits within processing time limits.
  • Verified customer identity through driver's license or other forms of identification.
  • Performed special services for customers, ordering bank cards and checks.
  • Satisfied customers by consistently delivering fast, knowledgeable services for diverse banking needs.
  • Conducted financial analysis to assess loan eligibility and risk factors, contributing to informed lending decisions.

Pharmacy Tech

Ellis Hospital
12.2018 - 11.2020
  • Medication preparation: Accurately filling prescriptions, preparing sterile compounds (like IV medications), and mixing medications as needed under pharmacist supervision.
  • Inventory management: Maintaining accurate inventory levels of medications and supplies, ordering new stock when necessary, and managing expiration dates. Patient information processing: Verifying patient information on prescriptions, checking for allergies, and drug interactions, and updating patient medication records.
  • Patient information processing: Verifying patient information on prescriptions, checking for allergies, and drug interactions, and updating patient medication records.
  • Automated dispensing systems: Operating automated dispensing cabinets to deliver medications to nursing units.
  • Delivery and distribution: Delivering medications to designated hospital departments, and ensuring proper documentation.
  • Compliance and quality control: Adhering to all pharmacy regulations and standards, including proper labeling, storage, and handling of medications.
  • Administrative tasks: Processing insurance claims, maintaining pharmacy records, and completing necessary paperwork.

Pharmacy Technician

CVS Pharmacy, Retail
Queens , NY
11.2014 - 11.2018
  • Maintained a clean and organized pharmacy workspace, adhering to safety and hygiene standards.
  • Assisted in training new employees on pharmacy procedures.
  • Collaborated with other healthcare professionals such as nurses or physicians regarding drug therapies or treatments for patients.
  • Received and stored incoming supplies and informed supervisors of stock needs and shortages.
  • Educated patients on medication usage, potential side effects, and storage requirements.
  • Organized work areas so that everything was easily accessible when needed.
  • Collaborated with other healthcare professionals to ensure optimal patient care.
  • Participated in continuing education and training to stay current with pharmacy practices and technology.
  • Verified accuracy of medication labels before they were dispensed to customers.
  • Received payment from customers and processed credit card transactions when necessary.
  • Refilled medications, offered insight into over-the-counter products and verified insurance benefits.
  • Supported pharmacy operations by answering phone calls and directing queries appropriately.
  • Teamed with peers, technicians and pharmacists to prioritize and complete orders.
  • Performed data entry for patient profiles, billing information and prescription orders into the pharmacy software system.
  • Answered telephones to respond to questions or requests.

Education

Associate of Arts - Business Management

Schenectady County Community College
Schenectady, NY
06.2022

Skills

  • Internal technical communications
  • Support ticketing systems
  • Hardware support
  • Remote support
  • Incident management
  • Software knowledge
  • User account management
  • Network troubleshooting
  • Application support
  • System administration
  • Technical assistance
  • Virtualization technologies
  • Helpdesk operations
  • Troubleshooting and Diagnostics
  • Customer service
  • Data collection
  • Recordkeeping skills
  • Relationship building
  • Data entry
  • Training and coaching
  • Microsoft teams
  • Windows Defender ATP
  • Hardware configuration
  • Office 365 migration
  • Time management proficiency

Volunteer Experience

Local Volunteer done with M&T Bank. Recently the Veteran’s Day Parade. It was very enlightening to honor the soldiers who fought for our country and came back as well as those who did not make it back.

Applications

  • Microsoft Word
  • Microsoft Excel
  • Microsoft PowerPoint
  • Internet Explorer
  • Microsoft Teams

Languages

English
Full Professional

References

References available upon request.

Timeline

Cor Support Analyst (remote)

M&T Bank
02.2023 - 12.2024

Relationship Banker

M&T Bank
02.2022 - 02.2023

Universal Banker

M&T Bank
11.2020 - 02.2022

Pharmacy Tech

Ellis Hospital
12.2018 - 11.2020

Pharmacy Technician

CVS Pharmacy, Retail
11.2014 - 11.2018

Associate of Arts - Business Management

Schenectady County Community College

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Devina Bissoondyal