Heather Peake

Responsible for the management of sales and customer relations.

• Assisted customers with a warm and professional attitude, displaying high emotional intelligence and providing world class service.
• Provide outstanding client service with a “one call resolution” handling approximately 40 – 60 inbound calls per day while demonstrating empathy and problem solving skills
• Practice active listening and open ended dialogue to gain a thorough understanding of the client’s financial needs.
• Be a collaborative member on a team of 10 – 15 professionals dedicated to educating and resolving a variety of complex client inquiries. I also assisted in tailored coaching for new team members to aid in their success.
• Resolve client issues by leveraging technology and business experts within Schwab to identify efficient and effective methods to meet client goals.
• Assisted my manager with delegated tasks such as team meetings, presentations and coaching.

Assist customers with a wide range of inquiries and requests.

• Accept wire order agreements, stop payment requests, and dispute forms and send to appropriate departments for processing.
• Process transactions accurately while maintaining a balanced cash drawer and adhering to all compliance requirements.
• Review daily reports and perform maintenance on accounts.
• Recognize and develop opportunities for cross-selling FirstBank products and services to meet clients needs and company sales goals.
• Opening new accounts and provide product/service information as well as demonstrating knowledge and understanding of new account systems and account documentation requirements and disclosures.
• Perform other duties and projects as assigned by the market or region.

I assisted in the training of new employees, inventory, daily store upkeep as well as opening of the store.

• Helped new employees develop efficient work and selling habits.
• Maintaining a calm and effective staff during busy times so the line ran smoothly.
• Arranged merchandise to present visually appealing displays and attract clientele.
• Processed payments, credit card applications, entering sales in register for prompt customer service.