Hi, I’m
Grace Ngufi
Indian Trail,NC
Summary
Proven leader with a track record of enhancing customer satisfaction and sales growth. Leveraged interpersonal skills and account management expertise to mentor staff and foster long-lasting client relationships. Achieved top performer status by driving team collaboration and implementing effective problem resolution strategies.
Overview
11
years of professional experience
Work History
US Bank NA
Assistant Manager
06.2019 - 12.2023
Job overview
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Monitored security to protect employees, customers and property.
- Developed strong working relationships with staff, fostering positive work environment.
- Mentored team members to enhance professional development and accountability in workplace.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various projects tasks.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
US Bank NA
Personal Banker
07.2016 - 06.2019
Job overview
- Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
- Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
- Improved customer satisfaction by providing personalized banking solutions and exceptional service.
- Promoted financial products by maintaining excellent service offering knowledge.
- Exceeded individual performance metrics consistently while maintaining exceptional levels of client satisfaction ratings throughout tenure as Personal Banker.
Wells Fargo
Customer Service Representative
02.2014 - 06.2016
Job overview
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Processed customer service orders promptly to increase customer satisfaction.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Bank of AmericaAlexandria, VA
Bank Teller Intern
2013.09 - 2013.12 (3 months)
Job overview
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Proven ability to learn quickly and adapt to new situations.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Paid attention to detail while completing assignments.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Developed strong rapport with clients by actively listening to their concerns and providing helpful solutions tailored to their needs.
WorktrimCharlotte, North Carolina
Operations Manager
01.2024 - Current
Job overview
- Supervised operations staff and kept employees compliant with company policies
and procedures. - Empowered employees to take ownership of their responsibilities, leading to
increased accountability and improved performance outcomes. - Conducted regular performance reviews, identifying areas for improvement and
developing action plans to address them.
Managed inventory and supply chain operations to achieve timely and accurate
delivery of services.
Increased profit by streamlining operations.
Education
Inver Hills Community College, Inver Grove Heights, MN
Bachelor of Science from Accounting And Computer Science
05.2016
Skills
- Customer Relations
- Interpersonal Skills
- Account Management
- Loans
- Teamwork and Collaboration
- Computer Skills
- Problem Resolution
- Sales Growth
- Staff Training and Development
- Customer Satisfaction
- Information Confidentiality
Languages
English
Native or Bilingual
French
Native or Bilingual
Timeline
Operations Manager
Worktrim
01.2024 - Current
Assistant Manager
US Bank NA
06.2019 - 12.2023
Personal Banker
US Bank NA
07.2016 - 06.2019
Customer Service Representative
Wells Fargo
02.2014 - 06.2016
Bank Teller Intern
Bank of America
2013.09 - 2013.12 (3 months)
Inver Hills Community College
Bachelor of Science from Accounting And Computer Science
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