Emily Brumfield
Proctorville,OH
Summary
Dynamic customer service professional with extensive experience at Huntington Federal Savings Bank. Proven track record in resolving conflicts and enhancing customer loyalty through active listening and critical thinking. Skilled in complaint handling and maintaining compliance, consistently delivering exceptional service in high-pressure environments. Committed to fostering positive customer relationships and driving satisfaction.
Overview
8
8
years of professional experience
Work History
CSR
Huntington Federal Savings Bank
02.2023 - Current
- Maintained up-to-date knowledge of banking products and services to support customer needs.
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Evening Teller Supervisor
Huntington Federal Savings Bank
Huntington, WV
06.2022 - 02.2023
- Maintained strong knowledge of bank products, services, procedures and regulatory requirements to assist staff members with questions and difficult or complex tasks.
- Provided exceptional customer service during high-volume periods, demonstrating professionalism under pressure.
- Conducted regular performance evaluations for teller staff, identifying areas for improvement.
- Examined tellers' reports of daily transactions for accuracy.
- Maintained compliance with all regulatory requirements, regularly reviewing policies and procedures.
Teller
Huntington Federal Savings Bank
Huntington, WV
09.2018 - 2021
- Processed customer transactions accurately and efficiently.
- Assisted customers with account inquiries and service requests.
- Maintained cash drawer integrity through regular audits.
- Adhered to bank policies and procedures for risk management.
Education
Banking
Mountwest Community And Technical College
HuntingtonSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Computer proficiency
- Complaint handling
- Customer satisfaction measurement
- Professional telephone demeanor
- Follow-up skills
- Call management
- Product knowledge
- Paperwork processing
- Documentation
- Prioritization
- De-escalation techniques
- Filing
- Coordination
Timeline
CSR
Huntington Federal Savings Bank
02.2023 - Current
Evening Teller Supervisor
Huntington Federal Savings Bank
06.2022 - 02.2023
Teller
Huntington Federal Savings Bank
09.2018 - 2021
Banking
Mountwest Community And Technical College