Janelle Harris
Branch Specialists
Baltimore,MD
Summary
Proven track record in enhancing operational efficiency and customer satisfaction at Baltimore County Employees Federal Credit Union, leveraging advanced computer skills and exceptional teamwork. Expert in staff training, data entry, and implementing process improvements, leading to significant performance enhancements across multiple roles. Skilled in critical thinking and customer service, consistently exceeding performance metrics.
Overview
8
8
years of professional experience
Work History
Branch Specialist
Baltimore County Employees Federal Credit Union
2024.04 - Current
- Identified potential areas for process improvement within daily branch operations, recommending changes that led to increased efficiency levels across multiple departments.
- Assisted in the preparation of monthly and quarterly financial reports, detailing branch performance metrics for review by senior management teams.
- Managed daily branch activities with a focus on maintaining high levels of customer service and operational excellence.
- Ensured compliance with all applicable banking regulations and internal policies during daily branch operations, mitigating risk exposure for both the institution and its customers.
- Set up and entered financial data into spreadsheets using Microsoft Excel.
- Performed data manipulations using Microsoft Excel and Access.
Guest Experience Specialist
Bob's Discount Furniture
2021.07 - 2024.04
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Streamlined check-in/out processes for improved efficiency and reduced wait times.
- . Assisted in the development of promotional campaigns to attract new clientele while maintaining existing relationships.
- Resolved conflicts tactfully and diplomatically, ensuring minimal negative impact on guest satisfaction ratings.
- Managed reservation system efficiently, effectively handling booking modifications or cancellations as needed.
Reception Manager
Sew Gorg
2020.01 - 2023.02
- Improved customer satisfaction by implementing efficient front desk procedures and streamlining check-in/check-out processes.
- Managed guest complaints effectively, resolving issues promptly and professionally to ensure positive experiences for all clients.
- Provided support to colleagues during challenging situations by offering assistance, guidance, and encouragement as needed.
- Streamlined inventory management by establishing an organized system for ordering supplies and tracking usage patterns.
- Contributed to marketing efforts by analyzing guest feedback data and sharing insights on potential areas of improvement or promotional opportunities.
- Consistently met or exceeded performance metrics related to customer satisfaction, revenue generation, and team collaboration efforts.
Call Center Representative
Lifeprotect 24/7
2020.04 - 2021.07
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Lead Cashier
Ulta Beauty Inc.
2018.08 - 2020.01
- Maintained a balanced cash drawer with diligent attention to detail and accurate counting practices.
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Assisted customers by answering questions and fulfilling requests.
- Processed both cash and card purchases and returns.
- Resolved customer complaints empathetically yet professionally, salvaging potentially negative experiences into positive ones.
- Mentored new team members on POS system operation, customer service strategies, and sales goals.
Manager
Coldstone Creamery
2016.05 - 2018.08
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Resolved schedule conflicts swiftly, ensuring minimal disruption to operations and client satisfaction levels.
- Performed administrative duties such as faxing and filing confidential documents, answering telephones and responding to emails.
Education
No Degree - Sociology
The Community College of Baltimore County
Catonsville, MD01.2026
Skills
- Data entry background
- Staff Training and Development
- Event Coordination
- Social Media Management
- Teamwork and Cooperation
- Time Management
- Advanced computer skills
- Critical Thinking
- Customer Service
- Product Knowledge
- De-Escalation Techniques
- Product Sales
Timeline
Branch Specialist
Baltimore County Employees Federal Credit Union
2024.04 - Current
Guest Experience Specialist
Bob's Discount Furniture
2021.07 - 2024.04
Call Center Representative
Lifeprotect 24/7
2020.04 - 2021.07
Reception Manager
Sew Gorg
2020.01 - 2023.02
Lead Cashier
Ulta Beauty Inc.
2018.08 - 2020.01
Manager
Coldstone Creamery
2016.05 - 2018.08
No Degree - Sociology
The Community College of Baltimore County
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Work Preference
Work Type
Full TimeWork Location
RemoteHybridImportant To Me
Paid sick leave401k matchPaid time offHealthcare benefitsCompany CultureCareer advancementWork from home optionSimilar Profiles
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