Gina Kaetzel
Glens Falls,NY
Summary
Experienced banking professional with superior attention to detail and highly ethical nature. Dedicated to maintaining optimal security and customer satisfaction while meeting ambitious sales targets. Well-versed in industry regulations and asset protection strategies. Successful Lead Teller with background managing customer and team expectations by setting clear and realistic goals both internally and externally. Proficient in prioritizing customer happiness utilizing effective communication strategies.
Overview
19
19
years of professional experience
Work History
Lead Teller
Key Bank
Queensbury, NY
11.2021 - Current
- Managed cash inventory, ensuring accurate balancing of the vault and individual teller drawers daily.
- Assisted in training new tellers to ensure a consistent level of excellent service across the team.
- Supported branch management in conducting audits, demonstrating attention to detail while verifying transactional records for accuracy.
- Mentored junior tellers, fostering professional growth and improved performance within the team.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Provided exceptional customer service, resulting in increased loyalty among existing clients and referrals of new business opportunities from satisfied customers.
- Introduced customers to other bank team members to help meet financial needs.
- Prevented losses by identifying suspicious activities and escalating concerns according to bank policies and procedures.
- Developed rapport with clientele by delivering personalized services that addressed specific financial needs.
- Implemented security measures to protect sensitive client information and financial assets from potential fraud or theft.
- Enhanced customer satisfaction by efficiently managing transactions and addressing inquiries.
- Boosted branch sales with proactive product recommendations based on customer needs.
- Enforced compliance with bank regulations and policies to reduce financial risks.
- Mentored and trained new tellers on bank procedures and customer service standards.
- Identified potential needs through observation, questioning, and listening.
- Answered inquiries regarding checking and savings accounts and other related products.
- Collaborated with other departments to resolve complex issues, enhancing the overall banking experience for clients.
- Improved overall branch performance by sharing best practices and collaborating with coworkers to address areas of opportunity for growth.
- Maintained compliance with federal regulations and bank policies, mitigating risk exposure for the institution.
- Recognized and prevented fraudulent activities and suspicious transactions.
- Streamlined teller operations for increased accuracy and speed, minimizing wait times for customers.
- Contributed to branch success through participation in local community events, promoting brand awareness, and attracting new clientele.
- Managed daily bank operations by processing customer transactions and providing exceptional customer service.
- Received car loan, home loan, and other payments and posted to accounts.
- Elevated team morale by regularly recognizing outstanding individual achievements during staff meetings.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Increased efficiency of transaction processing by utilizing technology advancements within the banking platform.
- Mentored newly hired team members on appropriate responses to patron questions.
- Developed and implemented innovative strategies to improve customer satisfaction and increase sales.
- Maintained friendly and professional customer interactions.
- Educated customers on online banking and mobile banking applications.
- Trained new hires on customer service policies and procedures.
- Established rapport with new clients to increase satisfaction and loyalty.
- Cross-sold credit cards, loans and other bank products.
- Executed wire transfers, stop payments and account transfers.
- Counted, verified and handled bank deposits and armored car transactions.
- Referred customers to other banking departments for specialized services.
- Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
- Assisted customers with banking needs and inquiries.
- Monitored and verified suspicious activity on customer accounts.
- Performed account maintenance by closing out accounts and changing customer addresses.
Sales Manager
Staples
10.2020 - 10.2021
- Increased sales revenue by developing and implementing effective sales strategies.
- Resolved customer issues quickly to close deals and boost client satisfaction.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
Store Manager
Claire's
10.2017 - 10.2020
- Maintained a clean and organized store appearance to enhance the overall shopping experience for customers.
- Completed routine store inventories.
- Managed inventory control processes to restore back stock, control costs, and maintain sales floor levels to meet customer needs.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Evaluated employee performance regularly provided constructive feedback coaching opportunities improvement recognition outstanding achievements.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Optimized store displays and appearance via strategic merchandising.
- Trained team members in successful strategies to meet operational and sales targets.
- Created employee schedules to align coverage with forecasted demands.
- Increased average transaction value by upselling products, promoting add-ons, and cross-selling complementary items.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Assisted in recruiting, hiring and training of team members.
Assistant Manager Retail
Lane Bryant outlet
04.2010 - 10.2020
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Increased sales through effective merchandising strategies and targeted promotions.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Created employee schedules to align coverage with forecasted demands.
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Office manager
Kore Construction
04.2005 - 02.2010
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
- Established strong relationships with local tourism partners, generating leads on potential visitors requiring accommodations.
- Analyzed data related to administrative costs and spending trends to prepare budgets for personnel.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Education
High School -
Brentwood High School
Skills
- Positive Attitude
- Customer Service
- Problem-Solving
- Attention to Detail
- Transactions Processing
- Punctual and Reliable
- Goal-Oriented
- Cash counting
- Trustworthy and Honest
- Vault Security
- Decision-Making
- Team Collaboration and Leadership
- Relationship Building
- Operational Efficiency
- Security Procedures
- Cash handling expertise
- Transaction Overrides
- Coaching and Mentoring
- Customer Relationship Management
- Training and Development
- Teller Support
- Complex Problem-Solving
- Issue Resolution
- New Employee Hiring
- Product Sales
- Customer Education
- Policy Adherence
- Transaction Processing
- Business Development
- Product Upselling
- Ledger and Balance Sheet Entry
- Product Recommendations
- Sales Coaching
- Regulatory Compliance
- Product and Service Promotion
- Referral Coordination
- Loan Payment Processing
- Partner Referrals
- Sales Goal Attainment
- Multi-line Phones
- Cash Shipment Balancing
- Check Verification
- Motivation Skills
- Night and Safe Deposit
- Online Tools Training
- Honest and Dependable
- Reliable and Responsible
- Team Cooperation
- Exceptional customer service
- Team Leadership
- Cash handling and management
- Pleasant and Personable
- Identity Verification
- Payment Processing
- Product and Service Sales
Accomplishments
- Achieved Goal in Client Experience by completing an effective Awith accuracy and efficiency.
Timeline
Lead Teller
Key Bank
11.2021 - Current
Sales Manager
Staples
10.2020 - 10.2021
Store Manager
Claire's
10.2017 - 10.2020
Assistant Manager Retail
Lane Bryant outlet
04.2010 - 10.2020
Office manager
Kore Construction
04.2005 - 02.2010
High School -
Brentwood High School