Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Emily Johnson

Virginia Beach,VA

Summary

Experienced Operations professional, proficient in documentation, expense tracking and recordkeeping. Successful at managing everything from maintenance to financial needs. Experienced with overseeing multiple projects simultaneously. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

12
12
years of professional experience

Work History

Client Service Associate

Ameriprise Financial
09.2020 - Current
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Provided training to advisors to utilize Ameriprise CRM including, Emeeting and online scheduling.
  • Trained new hires, providing information, and insight into corporate policies and procedures.
  • Accomplished multiple tasks within established timeframes.
  • Developed and maintained relationships with external wholesalers for branch meetings and events.
  • Assisted in the retention of high-value clients through proactive communication and exceptional service delivery.
  • Ensured timely processing of transactions, reducing errors and improving overall client satisfaction levels.
  • Maintained accurate client records, allowing for efficient tracking of account activity and personalized service delivery.
  • Partner with Branch Manager on marketing projects for the Virginia Beach Branch.
  • Works as practice manager for Branch Manager's book of business.

Branch Supervisor

ABNB Federal Credit Union
06.2019 - 09.2020
  • Boosted customer satisfaction with attentive service and prompt resolution of issues.
  • Assisted front-line staff with handling difficulties, resolving problems and managing large transactions.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Motivated, trained and disciplined employees to meet performance benchmarks.
  • Handled escalated customer complaints professionally while working towards swift resolutions that maintained client satisfaction levels.
  • Conducted regular performance evaluations, identifying areas for growth and creating targeted action plans for improvement.
  • Managed daily operations for smooth functioning, ensuring a high level of productivity.
  • Developed strong relationships with clients, resulting in increased loyalty and repeat business.
  • Oversaw branch security protocols, maintaining a safe workplace for both employees and customers alike.
  • Oversaw opening and closing of branch and monitored overdrafts, wire transfers, collections and stop payment orders.
  • Led team meetings to share updates, discuss performance metrics, and set goals for improvement.
  • Set schedule for tellers and customer service representatives.

Personal Banker

Wells Fargo
04.2014 - 06.2019
  • Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
  • Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
  • Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
  • Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
  • Promoted financial products by maintaining excellent service offering knowledge.
  • Delivered comprehensive financial advice, strengthening client relationships and promoting long-term loyalty.
  • Exceeded individual performance metrics consistently while maintaining exceptional levels of client satisfaction ratings throughout tenure as Personal Banker.
  • Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
  • Contributed to a positive work environment, fostering teamwork among colleagues to enhance productivity levels.

Senior Collections Representative

Tidewater Motor Credit
06.2012 - 11.2013
  • Identified trends in delinquent accounts to anticipate potential issues and proactively address them before they escalated into larger problems.
  • Developed comprehensive knowledge of industry regulations, ensuring compliance in all collections activities and communications.
  • Conducted extensive research on debtor backgrounds to tailor collection approaches effectively according to individual circumstances.
  • Provided exceptional customer service by empathizing with clients'' financial situations, offering flexible payment solutions while still adhering to company policies.
  • Maintained strong relationships with clients, addressing concerns promptly and professionally to ensure continued business partnership.
  • Reduced delinquency rates with proactive strategies and timely follow-ups on overdue accounts.
  • Collaborated with other departments to verify customer compliance with payment plans.
  • Provided regular reports on account status, updating management on progress towards collection targets and recommending adjustments as needed.

Education

High School Diploma -

Hickory High School
Chesapeake, VA
06.2011

Skills

  • Empathy and patience
  • Issue Resolution
  • Staff Training and Development
  • Cross-Functional Teamwork
  • Schedule Preparation
  • Verbal and written communication
  • Data entry proficiency
  • Salesforce knowledge
  • CRM Software
  • Teamwork and Collaboration
  • Adaptability and Flexibility
  • Microsoft Office

Accomplishments

  • Ameriprise Ultimate Digital Excellence Award , - 2021 and 2023
  • Nominated for Atlantic Region Outstanding Operations Award in 2022 and 2023.
  • Supervised team of 5 staff members as Branch Supervisor at ABNB FCU.



Timeline

Client Service Associate

Ameriprise Financial
09.2020 - Current

Branch Supervisor

ABNB Federal Credit Union
06.2019 - 09.2020

Personal Banker

Wells Fargo
04.2014 - 06.2019

Senior Collections Representative

Tidewater Motor Credit
06.2012 - 11.2013

High School Diploma -

Hickory High School

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Emily Johnson