Felicia S. Buice

• Cultivated strong relationships with clients to support account retention and satisfaction.
• Effectively manages a substantial volume of inbound and outbound calls, providing comprehensive support and guidance for lease-end options.
• Identified potential upselling or cross-selling opportunities within existing accounts to support revenue.
• Enhanced client satisfaction by promptly resolving account issues and providing

exceptional customer service.

• Demonstrates adaptability and resilience by efficiently navigating multiple computer systems and technologies.
• Maintains strict adherence to all regulatory requirements and departmental procedures,ensuring compliance and operational excellence.
• Takes full ownership of each client interaction, responding with empathy and respect to foster positive relationships and trust.

• Built client relationships by responding to inquiries, identifying and assessing clients' needs, while assisting with wire/transfer of funds or stocks, and giving basic information on the stock market.
• Performed duties and provided service in accordance with established operating procedures and company policies.
• Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
• Focus on prompt and accurate responses and escalation resolution, while actively navigating internal departments and vendors to ensure seamless resolution for all client issues.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

• Assisted in loan offerings and negotiated terms while processing applications.

• Supported strategies to enhance customer sales, contributing to annual sales growth.

• Reviewed loan requests and documentation for accuracy and completeness.

• Engaged with customers to identify needs and deliver exceptional loan services.

•Cultivated and sustained relationships with customers, lenders, and third-party entities.

•Clarified various loan types based on client situations.

• Tracked loan pipelines to monitor status and ensure timely updates.

• Receive inbound calls from clients and interact with them to identify their needs or issues with online banking accounts.
• Build positive client relationships while possessing strong critical thinking and problem solving skills to meet clients needs.
• Assumed ownership of call from inception to resolution.
• Delivered best-in-class service to internal employees and external client callers.
• Applied core knowledge to effectively communicate sensitive or technical information while adhering to regulatory guidelines.

• Assisted in managing customer accounts to promote satisfaction and retention.

• Utilized knowledge of company services and industry competitors to help retain customers and prevent service downgrades.

• Identified potential customer needs to offer suitable recommendations.

• Supported sales prospecting, follow-up, and upsell processes.

• Developed relationships with customers and fostered loyalty by delivering prompt and knowledgeable service.

• Educated customers on product features and updates to facilitate upselling.

•Exceed sale goals for six consecutive years and ranked among the top 5% of over 300 agents upon departure.

•Proposed long term sales strategies to the team to enhance ongoing business success.