Emma Coleman
Gainesville,FL
Summary
Professional banking specialist with proven expertise in financial services, client relationship management, and sales strategies. Adept at fostering collaborative team environments and delivering impactful results. Successful at meeting high productivity, quality, and performance standards. Skilled in financial advising, account management, and cross-selling, with strong adaptability to evolving client needs. Known for reliability and effective communication.
Overview
5
5
years of professional experience
Work History
Relationship Specialist
VyStar Credit Union
10.2024 - Current
- Resolved customer inquiries swiftly, fostering trust and loyalty within the client base.
- Collaborated with branch team members to improve overall performance and achieve sales targets consistently.
- Trained junior staff on best practices for customer service and product knowledge.
- Strengthened client relationships by providing personalized banking solutions and excellent customer service.
- Increased cross-selling success by proactively identifying client needs and suggesting appropriate financial solutions.
- Ensured compliance with banking regulations and security protocols to safeguard customer information and assets.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Collaborated with underwriters to facilitate timely loan approvals and closings.
- Assisted clients in selecting appropriate loan products for their needs, resulting in higher customer satisfaction.
Collections Specialist 5
Citibank
02.2023 - 09.2024
- Reduced delinquency rates by implementing effective collection strategies and maintaining consistent follow-up procedures.
- Improved customer payment compliance through negotiating mutually agreeable repayment plans.
- Streamlined the collections process by creating and maintaining detailed records of customer account statuses and communications.
- Enhanced department productivity with ongoing training and development programs for collections staff members.
- Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.
- Contributed to a positive work environment by providing support, guidance, and expertise to junior team members as they navigated complex collections situations.
- Held monthly meetings with fellow colleagues and management to discuss and explore the opportunity to make diversity, equity, and inclusion count for the approaching month.
- Worked in call center environment handling manual and automatically dialed outbound and inbound calls.
- Maintained high volume of calls and met demands of busy and productive group.
- Used probing techniques to determine debtors' reasons for delinquency.
- Analyzed historical data trends to identify areas of improvement in future collection tactics, informing strategic decision-making processes.
Head Hostess
Red Robin
03.2022 - 09.2022
- Enhanced customer satisfaction by efficiently managing reservations and accommodating special requests.
- Streamlined the seating process for increased efficiency and reduced wait times for guests.
- Trained and mentored new staff members to ensure consistent service quality and adherence to restaurant policies.
- Collaborated with management to develop strategies for improving overall guest experience and increasing repeat business.
- Established a welcoming atmosphere by greeting guests promptly and professionally upon arrival.
- Handled guest complaints with tact and diplomacy, working to find satisfactory resolutions promptly.
- Monitored dining room operations, identifying areas of improvement in service flow and staff performance.
Lead Service Advisor
Carspa Mobile Auto Detailer
11.2020 - 02.2022
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Developed strong relationships with clients, fostering trust and loyalty to the business.
- Managed scheduling of appointments, ensuring optimal utilization of resources and timely services.
- Monitored service quality, implementing improvements based on client feedback and industry best practices.
- Mentored junior service advisors, enhancing their skills and knowledge for career growth.
- Resolved complex customer complaints, restoring client confidence in the company’s ability to provide exceptional service.
- Implemented regular training sessions for staff members on new products and services, promoting continuous learning within the team.
- Maintained a high level of product knowledge, enabling informed recommendations to customers on maintenance requirements.
- Evaluated employee performance regularly, offering constructive feedback and guidance for improvement where necessary.
Education
Associate of Arts -
Florida State College At Jacksonville
Jacksonville, FL12-2025
High School Diploma - undefined
Sandalwood High School
Jacksonville, FL05.2022
Skills
- Account Review
- Payment posting
- Records Maintenance
- Relationship Building
- Conflict resolution techniques
- Compliance Management
- Employee Training
- Client satisfaction
- Leadership
- Customer relations
- Team building
- Sales proficiency
- Account management
Timeline
Relationship Specialist
VyStar Credit Union
10.2024 - Current
Collections Specialist 5
Citibank
02.2023 - 09.2024
Head Hostess
Red Robin
03.2022 - 09.2022
Lead Service Advisor
Carspa Mobile Auto Detailer
11.2020 - 02.2022
High School Diploma - undefined
Sandalwood High School
Associate of Arts -
Florida State College At Jacksonville