Francesca McDowell
Sacramento,CA
Summary
Service-oriented Customer Support Representative with 8+ years of experience in the bank industry, in contact center operations talking to customers over phone, e-mail, online chat or social media to resolve broad range of concerns. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.
Overview
18
18
years of professional experience
Work History
Senior CSR 3/ New Business Accts.
Poppy Bank
04.2023 - Current
- Operations Soundness:
- Daily assistance to Operational Officer with branch activities.
- Maintaining a low BSA New Account Error Rate
- Advancing of knowledge of the daily reports and their functionality indicates that she has a gather understanding of how to review them.
- Daily conducting account audit reviews and providing feedback to team-members around how to have more attention to detail and lower BSA errors.
- Client Excellence:
- 12 Mystery shops – Overall Rating @ 94.5%
- Business Banker & Trainer:
- Overseeing and performing all the Business Banking New Account Openings
- Training peers on how to review/approve/open business accounts within full compliance to bank policy.
- Daily business cold calling and prospecting activities in efforts to help drive retail deposit grow for the branch.
- Coaches peers in all business account procedures and in making sure the whole team is giving exemplary customer service.
- Supervisor over 2 or more employees.
Benefits Audit Specialist
Maximus (Employment Development Dept. Project)
02.2021 - 03.2023
- Front line In the protection against benefits fraud.
- Administered auditing program to address risks and evaluate compliance with regulatory requirements.
- Complied with federal, state and local requirements.
- Efficiently managed multiple concurrent audit projects, ensuring timely completion without sacrificing quality or attention to detail.
- Compiled general ledger entries on short schedule with 100% accuracy.
- Worked Remote with mim supervision.
Senior Banker
US Bank National Association
03.2014 - 10.2020
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
- Conducted comprehensive market analysis, identifying opportunities for business expansion and revenue growth.
- Assisted clients in navigating challenging economic climates by offering sound financial advice and guidance.
- Liaised with customers and funding sources to identify and remove roadblocks to business funding.
- Processing and Closing on Home Equity loans.
- Notary 2019-2023
Barista Shift Supervisor
Peets Coffee And Tea
06.2012 - 03.2014
- Monitored food preparation, production, and plating for quality control.
- Served customers quickly and efficiently and created strategies to prevent delays.
- Handled and resolved customer issues and complaints with professionalism and tact to drive customer satisfaction and repeat business.
- Directed food preparation and cooking activities to meet health and safety standards.
- Cash handling
Cashier
Mountain Mikes Pizza
03.2006 - 02.2011
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Conducted inventory counts by adding each item in stock and documenting in computer system.
- Managed inventory levels effectively, reducing stock shortages and minimizing wastage.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Food Handling
Education
Bachelor of Science - Business Psych
Sacramento City College
Sacramento, CA05.2027
Dealers Liscense - Auto Industry
CA Dealers School
Sacramento05.2021
Phlebotomy - Phlebotomy
National Career Education
Rancho Cordova, CA06.2010
High School Diploma -
Visions And Education
Sacramento, CA12.2007
Skills
- Call center experience
- Administration and Reporting
- Decision-Making
- Reporting and analysis
- Shift Scheduling
- Employee Development
- Customer Success Management
- Employee Coaching and Mentoring
- Managing Operations and Efficiency
- Business Analysis and Reporting
- Organizational Skills
- Time Management
- Critical Thinking
- Microsoft Office
- Dependable and Responsible
- Attention to Detail
Additional Information
I’ve had the pleasure of working with/around Francesca over the last 10 months here at Poppy Bank – she’s always displayed a great attitude towards growth and development. Francesca came to Poppy Bank with 6yrs of banker experience. She started with at U.S Bank as a Personal Banker March of 2014 – her leadership and sales performance helped to propel her to the role of Senior Banker in October of 2017. As a Senior Banker Francesca helped oversee the day-to-day operations of the branch. In addition to her Banker duties, she assisted her Financial Center Manager with activities such as: coaching peers, training new hires to the bank, delegating task and responsibilities across the branch and scheduling. She was on a pathway to Assistant Management but transitioned to a stay-at-home mother after having a child.
The following year (2021) she returned to work as a Benefit Audit Specialist w/ California EDD (2021-March 2023) and resigned from that company after receiving an offer from Poppy Bank. (April 2023 – Current). Since being with Poppy Bank Francesca has regained her desire to be in leadership and is looking forward to contributing to the Sacramento Team as a Branch Operational Specialist.
Branch Manager Recog.
Timeline
Senior CSR 3/ New Business Accts.
Poppy Bank
04.2023 - Current
Benefits Audit Specialist
Maximus (Employment Development Dept. Project)
02.2021 - 03.2023
Senior Banker
US Bank National Association
03.2014 - 10.2020
Barista Shift Supervisor
Peets Coffee And Tea
06.2012 - 03.2014
Cashier
Mountain Mikes Pizza
03.2006 - 02.2011
Bachelor of Science - Business Psych
Sacramento City College
Dealers Liscense - Auto Industry
CA Dealers School
Phlebotomy - Phlebotomy
National Career Education
High School Diploma -
Visions And Education