Grace Casey
South Lake Tahoe,CA
Summary
Proven in enhancing customer satisfaction and revenue growth at BMO Bank of Montreal, I leverage financial product knowledge and exceptional communication to exceed targets. Skilled in credit analysis and fostering client relationships, my approach has consistently improved branch operations and customer service standards. Determined banking professional eager to apply financial knowledge and sales negotiation skills. Collaborative individual communicates with tact and diplomacy to internal and external customers. Researches and pursues new sales prospects to build strong base of clientele. Personable candidate committed to helping clients meet financial goals. Extensive experience developing and implementing investment strategies tailored to clients' individual needs and objectives. Passionate about providing sound financial advice and helping clients reach financial goals.
Overview
6
6
years of professional experience
Work History
Retail Relationship Banker
BMO Bank of Montreal
03.2024 - Current
- Identified opportunities for cross-selling products, leading to increased revenue for the bank.
- Developed strong relationships with clients by offering tailored solutions to their financial goals.
- Maximized loan portfolio growth by conducting comprehensive reviews of borrower applications.
- Supported community initiatives as a representative of the bank, fostering positive brand awareness in local markets.
- Enhanced client loyalty by consistently delivering on commitments and meeting or exceeding expectations during interactions.
- Facilitated informative workshops on various banking topics, empowering customers with valuable financial knowledge.
- Conducted financial analysis for clients, guiding them towards appropriate products based on individual circumstances and objectives.
- Resolved customer complaints and disputes to maintain satisfaction and loyalty.
- Cultivated strong customer relationships by providing tailored advice and services.
- Boosted customer satisfaction by providing exceptional service and addressing client needs promptly.
- Reduced risk exposure through diligent monitoring of credit quality and strict adherence to underwriting guidelines.
- Resolved customer issues effectively, maintaining a high level of professionalism and empathy throughout interactions.
- Managed branch operations efficiently, ensuring compliance with industry regulations and internal policies.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Facilitated customer transactions, including deposits, withdrawals and transfers.
- Advised clients on investments, retirement and estate planning.
Lead Operations Associate
JPMorgan Chase
04.2022 - 03.2024
- Oversaw daily operations, coordinating schedules and managing resources for maximum efficiency.
- Coordinated logistics activities, ensuring timely deliveries while reducing associated costs.
- Enhanced team performance through regular coaching and feedback sessions.
- Managed budgetary constraints effectively without sacrificing quality or service standards.
- Conducted regular audits for compliance with company policies and regulatory requirements.
- Developed and maintained a high level of customer satisfaction with effective communication and problem-solving skills.
- Established strong relationships with vendors, negotiating favorable contract terms that benefited the organization financially.
- Devised and implemented processes and procedures to streamline operations.
Phone Operator
Holiday Inn Club Vacations Resort
10.2020 - 06.2022
- Enhanced customer satisfaction by efficiently handling incoming calls and addressing inquiries.
- Contributed to a positive work environment by supporting team members in handling difficult calls or resolving complex issues.
- Maintained professionalism and courtesy while managing high call volumes during peak hours.
- Pleasantly greeted all callers and asked how to be of assistance.
- Managed multi-line phone system, expertly navigating between calls while maintaining a friendly demeanor.
- Handled escalated customer concerns with empathy and tact, leading to satisfactory resolutions.
- Delivered exceptional service through active listening, clear communication, and professional etiquette on each call handled.
Front Desk Agent
Vacasa Vacation Rentals
07.2021 - 04.2022
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Maintained clean and organized front desk areas to uphold polished company image.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Updated guest profiles with preferences and requests for personalized service in future stays.
- Streamlined communication with events team on guest logistics for large groups.
- Implemented new booking system feature that reduced check-in time for guests.
- Resolved guest complaints with effective problem-solving, improving overall guest experience.
- Coordinated with housekeeping and maintenance to ensure rooms met hotel standards.
Receptionist
Carson Valley Vet
08.2020 - 10.2020
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Managed multiple tasks and met time-sensitive deadlines.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Maintained confidentiality of information regarding clients and company.
Front Desk Agent
Diamond Resorts
09.2018 - 03.2019
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Answered multi-line phone system and enthusiastically greeted callers.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Maintained clean and organized front desk areas to uphold polished company image.
- Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
Education
Bachelor of Science - Business Administration
Southern New Hampshire University
Hooksett, NH05.2025
Associate of Science - Business Administration
Lake Tahoe Community College
06.2022
High School Diploma -
Queen of Peace
Columbus, OH05.2017
Skills
- Branch operations
- Financial product knowledge
- Cash handling expertise
- Credit analysis
- Sales proficiency
- Cash Handling
- Money Handling
- Customer Service-Oriented
- Critical Thinking
- Excellent Communication
Timeline
Retail Relationship Banker
BMO Bank of Montreal
03.2024 - Current
Lead Operations Associate
JPMorgan Chase
04.2022 - 03.2024
Front Desk Agent
Vacasa Vacation Rentals
07.2021 - 04.2022
Phone Operator
Holiday Inn Club Vacations Resort
10.2020 - 06.2022
Receptionist
Carson Valley Vet
08.2020 - 10.2020
Front Desk Agent
Diamond Resorts
09.2018 - 03.2019
Bachelor of Science - Business Administration
Southern New Hampshire University
Associate of Science - Business Administration
Lake Tahoe Community College
High School Diploma -
Queen of Peace
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