Dylan O’Connor
Woodbine,MD
Summary
Dynamic and detail-oriented professional with robust experience in electronic banking operations and customer service, specializing in resolving complex payment issues and exceeding customer expectations in high-paced environments. Demonstrated proficiency in analytical thinking, multitasking, and problem-solving, coupled with exceptional communication skills, enables the cultivation of positive, lasting relationships with clients and the delivery of customized, optimized solutions. A results-driven and service-oriented individual, recognized for exemplary sportsmanship and academic achievements, passionately contributes to company success through process optimization and team collaboration. Energetic and knowledgeable, with a proven background in the Banking industry, I bring a dedicated focus on enhancing customer experiences and fostering business growth, ensuring satisfaction and loyalty from every interaction.
Overview
7
7
years of professional experience
Work History
Member Service Representative
S3 Shared Service Solutions
10.2021 - Current
- Deliver exceptional service responding to inquiries related to membership, products, and services
- Navigate system applications to resolve inquiries, accurately document, and process transactions, safeguarding accounts and information
- Research and resolve complex payment issues, interact with stakeholders, correct accounts, and educate members on proper use of service.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled complaints with prompt, courteous service to uphold professional reputation.
Team Leader of Corporate Payment Solutions
Century Bank And Trust
05.2020 - 06.2021
- Oversaw the sales and service of electronic banking products and supported team members in daily tasks
- Maintained knowledge of products, systems, services, and regulations, ensuring timely and accurate processing
- Compiled reports, assisted with training, and played a key role in departmental success.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
Electronic Operations Specialist
Century Bank and Trust
09.2019 - 05.2020
- Ensured compliance with federal and state laws, regulations, and bank's operational policies and procedures
- Provided customer service to internal and external customers and processed operational functions in a timely manner
- Performed reconcilement, compiled reports, and assisted with special projects as needed.
- Collected, arranged, and input information into database system.
- Tracked and analyzed reports to determine needed improvements.
Member Services Representative (Shift Leader)
Planet Fitness
08.2016 - 09.2019
- Managed and submitted daily reports for various operational aspects and provided support to the club manager
- Oversaw updates to member’s accounts and responded to members' concerns in a professional manner
- Maintained club supplies within budget and tracked key performance indicators.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
Education
Associate’s Degree - Business Management
Quincy College
Quincy, MA2023
Skills
- Account Management
- Report Creation
- Credit Card Payment Processing
- Leadership & Team Collaboration
- Time Management & Multitasking
- Effective Communication
- Problem Solving & Critical Thinking
- Sales & Product Knowledge
- Bank Reconciliation
- Report Compilation & Data Analysis
Additional Information
- Awards , Student Athlete of the Year: Awarded with a scholarship. Honor Roll Student: Graduated with Honor roll status. All-State Honors for Wrestling/Football: Played Division I football at the University of Maryland.
Timeline
Member Service Representative
S3 Shared Service Solutions
10.2021 - Current
Team Leader of Corporate Payment Solutions
Century Bank And Trust
05.2020 - 06.2021
Electronic Operations Specialist
Century Bank and Trust
09.2019 - 05.2020
Member Services Representative (Shift Leader)
Planet Fitness
08.2016 - 09.2019
Associate’s Degree - Business Management
Quincy College
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