Summary
Overview
Work History
Education
Skills
Timeline
Generic

Essence McMillan

Gastonia,NC

Summary

Proven professional with a history at Bank of America, adept in cash handling and management, and exceptional customer service. Excelled in fostering customer loyalty through personalized service, achieving a significant increase in cross-selling opportunities. Demonstrates a strong work ethic and professionalism, ensuring high accuracy in transaction processing and efficient problem resolution.

Overview

8
8
years of professional experience

Work History

Teller

Bank of America
06.2014 - 07.2017
  • Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
  • Disbursed cash and checks accurately while maintaining security of cash drawers.
  • Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
  • Processed customer transactions promptly, minimizing wait times.
  • Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
  • Assisted customers with account inquiries, resolving issues promptly and professionally.
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
  • Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
  • Improved customer satisfaction by providing efficient and accurate transaction processing.
  • Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
  • Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
  • Contributed to a positive work environment by demonstrating professionalism, courteousness, and a strong work ethic.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Increased cross-selling opportunities by identifying customer needs and recommending appropriate banking products or services.
  • Demonstrated adaptability during peak business hours by multitasking and prioritizing tasks to maintain efficiency and quality of service.
  • Educated customers on use of banking website and mobile apps.
  • Streamlined teller operations by maintaining organized workspaces and adhering to policies and procedures.
  • Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.
  • Supported team members in achieving branch goals through collaboration, communication, and shared responsibilities.
  • Monitored and reported suspicious activity in line with bank security policies.
  • Maintained accurate records of customer transactions in line with bank procedures.
  • Provided training to new tellers on bank procedures, systems, and customer service best practices.
  • Identified sales opportunities and referred customers to branch partners in financial services.

Apple Specialist

Kelly Connect Services
01.2017 - 04.2017
  • Assisted customers with product selection based on individual needs and preferences.
  • Enhanced customer satisfaction by providing personalized and knowledgeable assistance in selecting Apple products.
  • Guided customers through software updates and troubleshooting processes patiently, ensuring they were confident about using their Apple devices.
  • Boosted sales performance through the effective demonstration of product features and benefits.
  • Handled high-pressure situations gracefully, addressing customer concerns promptly while maintaining a professional demeanor at all times.
  • Educated customers on device usage, ensuring seamless integration into their daily lives.
  • Collaborated with team members to consistently achieve sales targets and exceed customer expectations.
  • Developed strong relationships with clientele through attentive listening skills, understanding their unique requirements before suggesting suitable solutions for their technology needs.
  • Resolved technical issues for customers, resulting in increased brand loyalty and repeat business.
  • Delivered exceptional customer service experiences, resulting in positive reviews and referrals from satisfied clients.
  • Participated in ongoing training programs to stay current with Apple product advancements and updates.
  • Maximized sales potential by identifying cross-selling opportunities and offering tailored recommendations based on individual client needs.

Cash Logistics

Brinks Armored
07.2015 - 02.2017
  • Contributed to loss prevention efforts by identifying discrepancies in deposits and communicating findings with appropriate parties.
  • Improved security measures for cash transportation by collaborating with team members on safety protocols.
  • Maintained cleanliness and organization within the workspace, upholding company standards for presentation and safety.
  • Adhered to regulatory compliance guidelines by following established protocols for cash handling and reporting requirements.
  • Enhanced cash processing efficiency by implementing streamlined procedures and updated technology.
  • Expedited the sorting and counting process through proper utilization of high-speed currency machines.
  • Performed routine maintenance on cash processing equipment, ensuring optimal performance throughout each workday.
  • Demonstrated adaptability during peak periods, adjusting priorities as needed to meet workload demands efficiently.
  • Collaborated with cross-functional teams to ensure timely delivery of cash shipments to clients.
  • Provided exceptional customer service, addressing inquiries related to cash logistics processes and policies.
  • Assisted in training new employees on company procedures, fostering a supportive work environment for skill development.
  • Increased client satisfaction by promptly resolving any issues related to missing or incorrect deposits as they arose.
  • Prepared outbound currency orders and replenishments.
  • Reduced errors in cash handling tasks by conducting thorough audits and providing employee training.
  • Managed inventory levels to maintain optimal supply of cash and other materials required for daily operations.
  • Developed strong working relationships with colleagues, promoting teamwork in a fast-paced environment focused on delivering results under tight deadlines.
  • Counted, verified and reported currency inventory daily.
  • Facilitated smooth communication between various departments involved in the Cash Logistics process, streamlining workflows and enhancing overall efficiency.
  • Completed data entry for currency transactions.
  • Safeguarded company assets by adhering to strict security protocols during transportation, storage, and processing of cash.
  • Ensured accurate documentation, maintaining detailed records of all transactions during the shift.
  • Processed, verified and reconciled inbound and outbound currency transactions.
  • Supported continuous improvement initiatives by participating in regular team meetings and providing feedback on processes and procedures.

Bakery Department Manager

Walmart
08.2013 - 08.2015
  • Managed inventory effectively, reducing waste and maintaining optimal stock levels for increased sales.
  • Implemented innovative merchandising techniques that resulted in an appealing display and increased product visibility.
  • Consistently met or exceeded health department inspection standards by prioritizing cleanliness throughout the Bakery Department''s daily operations.
  • Improved employee retention within the Bakery Department by fostering a positive work environment and addressing concerns promptly.
  • Enhanced customer satisfaction by ensuring timely and efficient completion of bakery orders.
  • Continually exceeded sales targets by actively promoting bakery products through sampling events and special promotions.
  • Effectively managed labor costs by monitoring staff hours, adjusting schedules as needed, and identifying areas for improvement in productivity.
  • Collaborated with other department managers to create cross-promotional displays, driving overall store sales.
  • Spearheaded seasonal menu planning efforts, incorporating festive ingredients into unique offerings that drove customer interest during holiday periods.
  • Optimized the bakery''s workflow by regularly evaluating and updating equipment and processes, resulting in increased efficiency and productivity.
  • Maintained strict adherence to food safety guidelines to ensure the highest quality products were provided to customers.
  • Successfully introduced new product lines that catered to evolving customer preferences while maintaining traditional offerings for loyal clientele.

Customer Service Manager

Walmart
08.2012 - 08.2013
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Followed through with client requests to resolve problems.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
  • Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.

Money Center Associate

Walmart
08.2009 - 08.2011
  • Exceeded sales targets by proactively promoting relevant products and services based on individual client needs.
  • Performed various money center services to customers.
  • Updated and maintained long-term accounts.
  • Completed regular audits of cash drawers to ensure compliance with regulatory requirements and company guidelines.
  • Assisted customers with account inquiries, resolving issues promptly to maintain a high level of satisfaction.

Education

Associate of Arts - Psychology/Business

Central Piedmont Community College
Charlotte, NC
08.2011

High School Diploma -

Grays Creek High School
Hope Mills, NC
06.2007

Skills

  • Exceptional customer service
  • Strong Work Ethic
  • Professionalism and Courtesy
  • Excellent time management skills
  • Cash handling and management
  • Transaction processing accuracy
  • Relationship building and management
  • Patience and Empathy
  • Rapid 10-key data entry

Timeline

Apple Specialist

Kelly Connect Services
01.2017 - 04.2017

Cash Logistics

Brinks Armored
07.2015 - 02.2017

Teller

Bank of America
06.2014 - 07.2017

Bakery Department Manager

Walmart
08.2013 - 08.2015

Customer Service Manager

Walmart
08.2012 - 08.2013

Money Center Associate

Walmart
08.2009 - 08.2011

Associate of Arts - Psychology/Business

Central Piedmont Community College

High School Diploma -

Grays Creek High School

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Essence McMillan