Dont'e WILSON

• Traveled to different branches as needed to cover staff shortages and provided supervisory leadership
• Key Holder/Alarm codes for 9 different branches
• Handled escalated customer concerns with professionalism, resulting in improved relationships and repeat business
• Mentored junior staff members on best practices regarding service excellence while modeling exemplary behavior at all times.
• Improved customer satisfaction by addressing and resolving service-related issues promptly and professionally.
• Consistently met or exceeded performance metrics related to service quality, response time, and customer satisfaction scores.
• Achieved high levels of productivity by optimizing workload management methods and prioritizing tasks according to urgency.
• Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
• Maintained strict compliance with all banking regulations, ensuring a secure and trustworthy environment for clients.
• Proactively identified potential fraud or suspicious activity, taking appropriate action to protect client accounts and bank assets.
• Managed incoming/outgoing cash shipping in an accurate and timely maner

• Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
• Ensured accurate record-keeping with diligent data entry and database management for vital company information.
• Assisted account managers with collection agency billing and communications

• Collaborated with Account Managers with various reports created for clients.

• Maintained one-line Medicaid secondary claims

• Processed all Medical Record requests from collection agencies

• Worked with different applications such as microsoft word, excel, touch chart, all scripts.

• Assigned daily tasks to other team members by handling the pending spreadsheet/schedule

• Trained new employees and worked great as a team to meet workload and meet deadlines

• Responded to routine inquiries from executives, managers and employees relating to general HR policies, practices, processes and systems.
• Provided professional, tactful and discrete communications when handling sensitive and/or confidential information.
• Maintained and managed records relating to employee inquiries via case management tools
• Participated in information sharing with other service center representatives;identified trends made recommendations for improvement to Tier 2 representatives.
• Supported HR team by providing clerical and administrative support.

• Opened checking, savings, money market and certificates of deposit accounts and ordered checks, debit cards and furnished online banking details to facilitate new transactions.
• Cashed checks, accepted deposits and withdrawals within assigned limits and calculated daily transactions using computers, calculators or adding machines.
• Supported branch operations, ensuring compliance with all federal and state regulations as well as bank policies.
• Improved customer satisfaction by providing personalized banking solutions and addressing client needs promptly.
• Built strong relationships with clients in order to ensure complete satisfaction with the customer service provided
• Successfully implemented United People's service cycle: Engage, Discover, Deliver, Appreciate - to help clients achieve financial growth
• Consistently made sales in order to meet quarterly goals through promotional outreach

• Devised targeted sales campaigns that effectively promoted additional services or product offerings to existing clients.
• Served as a key point of contact for high-value clients, ensuring their needs were met and fostering long-term relationships.
• Provided a welcoming and professional customer service environment, promptly greeted customers and built rapport to better resolve any account questions and issues
• Processed customers' requested transactions such as deposits, withdrawals and loan payments with accuracy and in a timely manner
• Conducted customer promotional outreach and outbound phone calls in order to discover opportunities to help develop customers' portfolio
• Successfully made sales goals with referrals for mortgages, personal loans, home refinance, home equity, and investment products

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handle large amounts of cash and successfully balancing out
• Built relationships with clients and provided excellent customer service
• Able to maintain precision and accuracy in each task while attending hundreds of customers
• Ensured that branch operations are up to date and ready for inspections during audits
• Train new colleagues to perform world class customer service, successful compliance, and achieve sales goals - Supervising other tellers when manager
  is absent and providing overrides
• Conduct transactions such as deposits, withdrawals, payments, cash checking,
  and transfers accurately while following correct policies and procedures

• Enhanced inventory accuracy by conducting regular cycle counts and reconciling discrepancies.
• Trained new employees on proper procedures, boosting their ability to contribute effectively as part of the team.
• Provided excellent customer service by quickly responding to inquiries and resolving concerns related to inventory availability or shipment status.
• Completed a Customer's Lifestyle Questionnaire for each client to discover their needs and recommend a convenient solution
• Made sales through promotional outreach, met with customers and provided a clear explanation of our service plans and emphasize its benefits and characteristics
• Implemented monitor procedures to prevent property theft and financial loss