Felicia Vickers
Phenix City
Summary
Detail-oriented professional with conflict resolution skills, committed to enhancing customer satisfaction and loyalty. Proven track record in coaching teams to achieve positive outcomes and drive service delivery.
Overview
21
21
years of professional experience
Work History
Team Lead
Regions Bank
1200 Broad Street
01.2018 - Current
- Developed and maintained strong relationships with clients to enhance service delivery.
- Oversaw daily operations, ensuring compliance with regulatory standards and policies.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Worked different stations to provide optimal coverage and meet production goals.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Relationship Banker
Regions Bank
1200 Broad Street
01.2016 - 01.2018
- Assisted clients with account inquiries and transactions, ensuring exceptional service delivery.
- Identified opportunities for cross-selling bank products, enhancing customer engagement strategies.
- Trained new staff on operational procedures and customer service standards, fostering a collaborative environment.
- Maintained up-to-date knowledge of banking products and industry trends to provide expert advice to clients effectively.
- Expanded client base through effective networking and referral generation, leading to increased business opportunities.
- Resolved customer complaints and disputes to maintain satisfaction and loyalty.
- Collaborated with branch team members to improve overall performance and achieve sales targets consistently.
- Assisted customers with completing required forms for opening and closing bank accounts.
- Facilitated customer transactions, including deposits, withdrawals and transfers.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Fostered a positive working environment by actively participating in team meetings and supporting colleagues in their professional development.
Head Teller
Regions Bank
1200 Broad Street
01.2006 - 01.2016
- Supervised daily operations of teller team, ensuring compliance with bank policies and procedures.
- Trained and mentored staff on customer service excellence and transaction accuracy.
- Managed cash flow, balancing drawers to maintain operational integrity.
- Implemented process improvements that enhanced workflow efficiency and reduced errors.
- Collaborated with management to develop strategies for increasing branch performance.
- Conducted regular audits of transactions and reports to ensure regulatory compliance.
- Balanced cash drawers consistently at end-of-day without discrepancies, ensuring accuracy in all transactions processed throughout the day.
- Oversaw currency shipments and deposits while adhering to strict safety guidelines.
- Managed high-volume cash transactions daily, maintaining accuracy and efficiency under pressure.
- Developed strong rapport with customers by actively listening, addressing concerns promptly, and providing tailored solutions.
- Introduced customers to other bank team members to help meet financial needs.
- Verified amount of cash in cash drawer against day's receipts, quickly identifying errors.
Education
High School Diploma -
BAKER HIGH SCHOOL
COLUMBUS GEORGIA05-1991
Skills
- Attention to detail
- Conflict resolution
- Customer focus
- Coaching and mentoring
Timeline
Team Lead
Regions Bank
01.2018 - Current
Relationship Banker
Regions Bank
01.2016 - 01.2018
Head Teller
Regions Bank
01.2006 - 01.2016
High School Diploma -
BAKER HIGH SCHOOL