Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Heidi Buck

Yorktown,IN

Summary

Friendly Retail Banker adept at building and managing customer relationships to drive bank assets and new business. Strong consultative selling skills to understand client needs and recommend customized solutions. Excellent communication and interpersonal skills with customers, peers and management teams.

Overview

7
7
years of professional experience

Work History

Retail Personal Banker

Woodforest Bank
Muncie, IN
11.2023 - Current
  • Resolved customer complaints quickly and efficiently while maintaining a professional attitude.
  • Performed teller duties such as cashing checks, accepting deposits and payments, processing money orders and travelers' checks.
  • Assisted customers with account inquiries, deposits, withdrawals, transfers, loan applications, and other transactions as needed.
  • Balanced cash drawer daily and maintained accurate records of all transactions conducted at the branch.
  • Explained bank products and services offered in detail so that customers can make informed decisions.
  • Processed new accounts including checking, savings, certificates of deposit, and IRAs.
  • Completed documentation for new accounts in alignment with bank policies and procedures.
  • Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
  • Balanced daily cash deposits and vault inventory with zero error rate.

CSM

Burlington
Goshen, IN
07.2023 - 11.2023
  • Provided exceptional customer service to ensure customer satisfaction.
  • Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
  • Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
  • Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
  • Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
  • Maintained accurate records of customers' interactions with the company in order to provide better future services.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
  • Delivered continuous training to associates to maximize performance and customer relations skills.
  • Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
  • Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Recruited and trained new employees to meet job requirements.

Manager

Michels
Goshen, IN
10.2021 - 06.2023
  • Ensured compliance with company policies, procedures, and industry regulations.
  • Oversaw all aspects of merchandising within the store including product placement and display design.
  • Performed regular price checks on competitor stores in order to remain competitive.
  • Managed daily operations of the store, including opening and closing procedures.
  • Developed strategies for increasing sales and improving customer service.
  • Resolved customer complaints in a timely manner with a focus on satisfaction.
  • Maintained positive relationships with customers by providing exceptional service.
  • Monitored store security systems to protect against theft or vandalism.
  • Conducted inventory management activities such as receiving shipments and maintaining stock levels.
  • Maintained cleanliness standards throughout the store by delegating tasks to staff members.
  • Ensured compliance with safety regulations in accordance with company policy.
  • Ensured compliance with health and safety regulations within the store.
  • Resolved customer complaints in an efficient manner while ensuring customer satisfaction.
  • Implemented new policies and procedures to improve efficiency.
  • Supervised staff to ensure customer satisfaction and proper performance of duties.
  • Hired, trained, mentored, and evaluated staff members on a regular basis.
  • Managed visual merchandising, maintaining standards and elevating customer experience.
  • Monitored inventory, cash, and payroll processes to keep location running smoothly.
  • Supported retail associates to drive quality performance and experiences for guests.
  • Maintained store staff by recruiting, orienting and training employees.
  • Staged merchandise and stocked sales floor to stimulate impulse sales.
  • Mentored employees in management of complicated sales, complex issues and difficult customers.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Maintained high standards of store presentation and visual merchandising.
  • Managed daily store operations, ensuring a seamless shopping experience for customers.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Connected with customers to provide assistance and collect feedback to optimize operations.
  • Formed and sustained strategic relationships with clients.
  • Delegated work to staff, setting priorities and goals.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.

Gas Station Manager

Caseys General Stores Inc
Yorktown, IN
05.2018 - 07.2021
  • Scheduling maintenance services for pumps and other equipment as needed.
  • Managing financial transactions such as deposits, refunds, credits.
  • Conducting regular inspections of pumps, tanks, hoses, meters, nozzles and other equipment for potential hazards or malfunctions.
  • Coordinating deliveries of fuel products from vendors or suppliers on a regular basis.
  • Maintaining accurate records of fuel and other store inventory levels.
  • Training new employees on safety protocols and operational processes related to running a gas station.
  • Implementing security measures such as surveillance cameras or alarm systems when necessary.
  • Responding quickly to emergency situations involving hazardous materials or spills.
  • Handled customer complaints in a professional manner while resolving issues promptly.
  • Providing excellent customer service by assisting customers with product selection and answering inquiries in a timely manner.
  • Ensuring that all store areas are clean, safe, and properly stocked with necessary items.
  • Enforcing company policies related to employee conduct or personal hygiene standards.
  • Assisting with stocking shelves with merchandise according to planograms or instructions from corporate headquarters.
  • Supervising cashiers during their shifts to ensure compliance with company policies and procedures.
  • Organizing daily staff schedules and assigning shifts.
  • Reconciling cash registers at the end of each shift to ensure accuracy and proper accounting procedures.
  • Investigating any complaints from customers regarding pricing discrepancies or product quality issues.
  • Approving purchase orders for supplies required by the gas station's operations.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Formed and sustained strategic relationships with clients.
  • Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
  • Delegated work to staff, setting priorities and goals.
  • Coordinated and directed activities of businesses or departments concerning production, pricing and sales.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Implemented campaigns and promotions to help with developing goods and services.
  • Implemented successful business strategies to increase revenue and target new markets.

Education

High School Diploma -

Warren Central High School
Indianapolis, IN
05-2005

Skills

  • Customer service
  • Cash management
  • Account opening
  • Regulatory compliance
  • Teller operations
  • Financial products
  • Cash handling
  • Staff training
  • Conflict resolution
  • Team leadership
  • Employee training
  • Customer relationship management
  • Communication skills
  • Verbal and written communication
  • Decision-making
  • Schedule management

References

References available upon request.

Timeline

Retail Personal Banker

Woodforest Bank
11.2023 - Current

CSM

Burlington
07.2023 - 11.2023

Manager

Michels
10.2021 - 06.2023

Gas Station Manager

Caseys General Stores Inc
05.2018 - 07.2021

High School Diploma -

Warren Central High School

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