INTHAVA DUQUETTE

• Managed over 20 customer care calls per day.
• Proactively identified and managed risk resulting in success of controlling losses within budget.
• Progressed and maintained close relationships with business partners such as Business Bankers, MLOs, Merchant Services and Investment Advisors.
• Complied with regulatory guidelines and requirements.
• Submitted average of 10 loan applications on weekly basis to underwriter for verification and recommendation.
• Boosted sales and customer loyalty through incentive programs.
• Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.

• Executed operational practices/tasks/requirements while creating excellent customer experiences that resulted in meeting performance goals.
• Accountable for successful resolution of all customer requests.
• Trained and regularly mentored over 5 associates on performance-oriented strategies and customer service techniques.
• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Maintained and managed customer files and databases.

• Coached team on how to effectively identify fraudulent and suspicious transactions while contributing to branch’s quarterly goals.
• Conducted weekly coaching with tellers to ensure increased proficiency and reduce errors.
• Ensured audit and compliance procedures were followed thoroughly by team in preparedness for Retail Quality Assurance review.
• Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
• Managed inventory by tracking and ordering bank supplies, equipment and documents.
• Conducted various branch operations tasks such as balancing and replenishing ATM and shipment processing.

(Bank Acquisition)

• Supervised and coached Tellers on proper service-focused behaviors, sales techniques and compliance guidelines
• Ensured audit and compliance procedures were followed thoroughly by team
• Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
• Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.

• Processed transactions accurately and efficiently in accordance with policy & procedures
• Established, retained, and deepened relationships with valued customers
• Opened Consumer/Business/Certificate of Deposit Accounts & cross-sell opportunities
• Collaborated with other departments to address customer needs and service requests.