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Grace Casey
South Lake Tahoe
Work Preference
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. Passionate about providing sound financial advice and helping clients reach financial goals.
Overview
8
8
years of professional experience
Work History
Retail Relationship Banker
BMO Bank of Montreal
South Lake Tahoe
03.2024 - Current
- Drove branch sales and portfolio growth by recommending various financial products to prospective customers.
- Facilitated checking and savings account openings, personal loans, home equity lines of credit, and credit card applications for clients.
- Informed customers about financial products and services offered by the bank.
- Represented the bank in community initiatives, enhancing brand awareness in the local area.
- Handled cash drawer operations accurately while balancing at the end of the day.
Lead Operations Associate
JPMorgan Chase
South Lake Tahoe
04.2022 - 03.2024
- Resolved customer complaints and disputes to maintain satisfaction and loyalty.
- Cultivated strong customer relationships by providing great advice and services.
- Boosted customer satisfaction by providing exceptional service and addressing client needs promptly.
- 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.
- Oversaw daily operations, coordinating schedules and managing resources for maximum efficiency.
- Enhanced team performance through regular coaching and feedback sessions.
- 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.
- Devised and implemented processes and procedures to streamline operations.
- 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.
Phone Operator
Holiday Inn Club Vacations Resort
Stateline
10.2020 - 06.2022
- Answered multi-line phone system for guest inquiries and reservations.
- Greeted callers, quickly identifying needs to ensure prompt assistance.
- Assisted guests with check-in and check-out procedures over the phone and in-person
- Provided information about resort amenities and services to callers and to the guests who were staying at the hotel.
- Created tickets for guest requests from housekeeping and maintenance, facilitating timely resolutions.
- Directed customer complaints to management for efficient resolution.
Front Desk Agent
Vacasa Vacation Rentals
South Lake Tahoe
07.2021 - 04.2022
- Collected room deposits, fees, and payments to ensure smooth financial transactions.
- Answered multi-line phone system for guest inquiries and reservations.
- Assisted guests with check-in and check-out procedures over the phone and in-person
- Provided information about resort amenities and services to callers and to the guests who were staying at the hotel.
- Greeted callers and identified their needs quickly and accurately.
- Created housekeeping and maintenance tickets to promptly address guest requests and room issues.
- Escalated customer complaints to management for timely resolution and enhanced guest satisfaction.
Receptionist
Carson Valley Vet
Minden
08.2020 - 10.2020
- Managed appointment scheduling and maintained the daily calendar for veterinarians.
- Scheduled and confirmed appointments.
- Possessed and collected payments upon checking out the customers and their pets.
- Refilled medications that the Vet Technicians had prescribed for the pets.
- Assisted the Vet Technicians if they needed help with anything.
- Answered phone calls from customers when they had concerns on certain things that was pertaining to their pets, scheduled appointments to see the doctor if it was serious.
Front Desk Agent
Diamond Resorts
South Lake Tahoe
09.2018 - 03.2019
- Collected room deposits, fees, and payments.
- Answered multi-line phone system for guest inquiries and reservations.
- Assisted guests with check-in and check-out procedures over the phone and in-person
- Provided information about resort amenities and services to callers and to the guests who were staying at the hotel.
- Greeted callers and identified their needs quickly and accurately.
- Created tickets whenever the guests needed more items from housekeeping, such as clean towels, toiletries, or any other items. I also created maintenance tickets if anything in the room was broken or needed to be fixed.
- Escalated customer complaints to the management team if needed.
Restaurant Hostess / Greeter
Edgewood Tahoe Resort
South Lake Tahoe
03.2018 - 09.2018
- Greeted customers and escorted them to their tables.
- Collaborated with servers to communicate guest needs and preferences.
- Coordinated special requests and accommodations for large parties.
- Answered phone inquiries to schedule and confirm reservations, record takeout orders and respond to service questions.
Front Line Cook
Vail Resorts Inc
South Lake Tahoe
11.2017 - 09.2018
- Did workstation prep prior to shift start.
- Served food items as customers came up to the window.
- Placed food orders for customers
- Cleaned food preparation areas, cooking surfaces, and utensils.
- Helped other staff members complete job tasks during peak times to keep kitchen running efficiently.
Education
Bachelor of Science - Business Administration
Southern New Hampshire University
Hooksett, NH05-2025
Associate of Science - Business Administration
Lake Tahoe Community College
South Lake Tahoe, CA06-2022
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
- Customer service
- Sales techniques
- Cross-selling
Accomplishments
F25 Top Performer for BMO
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
Restaurant Hostess / Greeter
Edgewood Tahoe Resort
03.2018 - 09.2018
Front Line Cook
Vail Resorts Inc
11.2017 - 09.2018
Bachelor of Science - Business Administration
Southern New Hampshire University
Associate of Science - Business Administration
Lake Tahoe Community College
High School Diploma -
Queen of Peace