Ferhania Omar
Nashville,Tennessee
Summary
Motivated banking professional with experience in delivering exceptional customer service, cash handling, and cross-selling bank products. Known for maintaining accurate transaction records, demonstrating strong numeracy skills and adhering to regulatory requirements. Have contributed positively to team efforts through effective communication and problem-solving abilities. Possess strong knowledge of banking principles and procedures.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Member Support Services Specialist
Southeast Financial Credit Union
Nashville, TN
02.2024 - Current
- Cross-sold bank products by answering inquiries, and informing customers of new services and promotions.
- Identified customer financial needs, goals, and objectives and offered appropriate financial products to suit needs.
- Accommodated customers in person, via telephone, and email to reorder checks, and provide bank statements, account balances, and transaction requests.
- Cashed customer checks, verified identification, and checked account balances following bank policy.
- Provided exceptional customer service to customers by answering inquiries, resolving complaints, and processing transactions promptly.
- Recognized and reported suspicious behavior to security personnel, and followed all guidelines.
- Guided customers with basic technical issues related to digital banking platforms.
- Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
- Provided and responded promptly to requests for technical and customer service support to external and internal customers.
- Developed strong relationships with existing customers through regular follow-up calls.
- Assisted in the transition from paper to digital filing systems, including scanning and categorizing documents. Reviewed files to check for complete and accurate information.
- Maintained current knowledge of bank products and services offered at each branch location.
- Strong teamwork and integrity in upholding the bank's reputation.
Technical Support Analyst Tier 2 / Sales Representative
Conduent
Nashville, TN
05.2022 - 05.2023
- Provided technical support to customers on Apple products, including iPhone, iPad, MacBook, and iMac.
- Delivered advanced technical support by diagnosing hardware and software issues.
- Guided customers through step-by-step solutions clearly and concisely.
- Conducted diagnostic testing to identify software or hardware issues and provided appropriate solutions
- Demonstrated advanced product knowledge to solve customer issues
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Researched and advised on best practices for the optimal use of Apple products.
- Maintained composure and patience in the face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Attended training sessions regularly to stay updated on the latest product developments from Apple.
- Successfully moved through roles from Tech Support, Sales Representative, and advanced expertise in Technical Support.
Insurance Billing Specialist
Sitel
Nashville, TN
08.2020 - 08.2021
- Facilitated payment management and arrangement while addressing difficulties arising from the COVID-19 pandemic closure through caring customer support.
- Formulated adaptable payment plans for various types of insurance coverage.
- Calculated premiums, established payment methods, received customer payments and issued receipts.
- Answered customer inquiries regarding billings, payments, and account status.
- Ensured timely resolution of billing issues, maintaining a high level of customer satisfaction.
- Identified professional development opportunities, and delivered comprehensive, standardized, and hands-on training to new staff.
- Participated in team meetings to discuss strategies for improvement.
- Coordinated with other departments within the organization regarding issues related to policy administration.
Education
Bachelor of Science - Finance
Southern New Hampshire University
Skills
- Microsoft Office 365
- Advanced computer knowledge
- Data entry
- Insurance billing
- Financial transactions
- Cash handling and mathematics
- Detail-oriented
- Conflict resolution
- Organized
- Reliability
- Team collaboration
- Communication
- Relationship management
- Personable
Extracurricular Activities
MTM President and Founder of Finance Club
Hands On Volunteer
Certification
- Principles of Financial Instruments at SNHU on 05/2024
- Principles of Marketing at SNHU on 11/2023
Timeline
Member Support Services Specialist
Southeast Financial Credit Union
02.2024 - Current
Technical Support Analyst Tier 2 / Sales Representative
Conduent
05.2022 - 05.2023
Insurance Billing Specialist
Sitel
08.2020 - 08.2021
- Principles of Financial Instruments at SNHU on 05/2024
- Principles of Marketing at SNHU on 11/2023
Bachelor of Science - Finance
Southern New Hampshire University
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