Diamond Carroll
Cincinnati,OH
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the financial industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
Work History
Senior Accounting Representative
Mass Mutual Ascend
10.2023 - Current
- Download and verify policy & accounting history to apply funds.
- Process daily check deposits.
- Reconcile policy holder accounting transactions.
- Process Returns and generate client letter regarding accounting.
- Complies with appropriate regulations, company policies and guidelines.
- Processes ACH Returns and Notifications of Change including sending notifications to policyholders
- Responds to client inquiries troubleshooting to resolve account discrepancies.
Senior Customer Service Specialist
Mass Mutual Ascend Life Insurance -Formally GALIC
07.2016 - 10.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Delivered prompt service to prioritize customer needs.
- Educated customers about their annuity contract, website, and company procedures.
- Greeted customers and listened closely to problems described to determine solutions.
- Shadowed new team members with servicing calls and understanding our procedure's.
Personal Banker
U.S. Bank
06.2014 - 07.2016
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Promoted financial products by maintaining excellent service offering knowledge.
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
- Networked to increase client base and encourage existing clients to expand financial portfolios.
Senior Bank Teller
U.S. Bank
11.2011 - 07.2016
- Identified potential needs through observation, questioning and listening.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Executed wire transfers, stop payments and other bank transactions.
- Replenished ATM funds in empty canisters prior to validation process.
- Maintained strong knowledge of bank products, services, procedures and regulatory requirements to assist staff members with questions and difficult or complex tasks.
- Purchased and maintained office supply inventories while adhering to budgeting practices.
Education
High School Diploma -
Shroder High School
Cincinnati, OH06.2008
Some College (No Degree) - Psychology
UC Blue Ash College -Raymond Walters
Blue Ash, OHSkills
- Calm and Professional Under Pressure
- Courteous with Strong Service Mindset
- Efficient and Detail-Oriented
- Issue and Complaint Resolution
- Ability to handle multiple tasks simultaneously
- Responding to Difficult Customers
- Understanding Customer Needs
- Building Customer Trust and Loyalty
- Conflict Resolution Techniques
- Self-motivated and take initiative
- Ability to perform work under minimal supervision
Timeline
Senior Accounting Representative
Mass Mutual Ascend
10.2023 - Current
Senior Customer Service Specialist
Mass Mutual Ascend Life Insurance -Formally GALIC
07.2016 - 10.2023
Personal Banker
U.S. Bank
06.2014 - 07.2016
Senior Bank Teller
U.S. Bank
11.2011 - 07.2016
High School Diploma -
Shroder High School
Some College (No Degree) - Psychology
UC Blue Ash College -Raymond Walters
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