Divya Kalidas
Plano,TX
Summary
Motivated individual with 11+ years of experience in Banking. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Overview
21
21
years of professional experience
Work History
Senior Account Specialist AAdvantage
American Airlines
1Skyview Drive, FortWorth , TX 76155
10.2016 - Current
- Proficient in AA Systems : VENTANA, KANA, SABRE, EPNR and CONTROL
- Enhanced customer satisfaction by promptly addressing concerns with empathy and providing accurate information.
- Contributed to sales growth by leveraging extensive knowledge of products and services, consistently meeting or exceeding personal quotas.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Resolved escalated issues quickly, maintaining positive client relationships while safeguarding company interests.
Customer Relations
American Airlines
1 Skyview Drive, FortWorth TX 76155
07.2021 - 02.2022
- Extensive research using AA systems - VENTANA, KANA, SABRE, EPNR CONTROL AND Q-DATA ENTRY
- Collaborated with other teams to resolve complex issues affecting multiple customers, resulting in increased satisfaction levels.
- Maintained accurate records of customer interactions, enabling better understanding of client issues and facilitating follow-ups when needed.
Senior Lead Teller
Bank Of America
5952 Parker Rd, Plano TX 75093
05.2014 - 09.2016
- Maintained accurate cash balances, ensuring timely reconciliation and adherence to bank policies.
- Provided exceptional problem-solving skills to assist customers with account discrepancies or complex transactions that required escalation within branch hierarchy.
- Exceeded sales targets by identifying opportunities for additional product or service offerings
- Adhered to all bank security protocols, safeguarding sensitive information from unauthorized access or disclosure.
- Mentored and trained new tellers on bank procedures and customer service standards.
AVP, QA Mortgage Specialist
Bank Of America
5952 W Parker Rd, Plano TX 75093
02.2012 - 09.2013
- Maintained compliance with industry regulations by implementing risk mitigation measures and maintaining accurate documentation.
- Reviewed Deed of Trust for legal accuracy and County Recording
- Verified Notary Licensing and Seals
- Maintained 2% error rate required by Quality Assurance
Senior Lead Teller
Bank Of America
4190 Legacy Dr, Frisco TX 75034
05.2003 - 02.2012
- Maintained accurate cash balances, ensuring timely reconciliation and adherence to bank policies
- Provided exceptional problem-solving skills to assist customers with account discrepancies or complex transactions that required escalation within branch hierarchy.
- Exceeded sales targets by identifying opportunities for additional product or service offerings during customer interactions.
- Trained new hires on customer service policies and procedures.
Education
Bachelor of Science - Major Biology - Minor Chemistry
University of California, Sacramento
05.1993
Timeline
Customer Relations
American Airlines
07.2021 - 02.2022
Senior Account Specialist AAdvantage
American Airlines
10.2016 - Current
Senior Lead Teller
Bank Of America
05.2014 - 09.2016
AVP, QA Mortgage Specialist
Bank Of America
02.2012 - 09.2013
Senior Lead Teller
Bank Of America
05.2003 - 02.2012
Bachelor of Science - Major Biology - Minor Chemistry
University of California, Sacramento