Microsoft Word, Excel, 365 (Office)
Jenell Pubentz-Wiencek
Plainfield,IL
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
19
19
years of professional experience
Work History
Senior Personal Banker II
Fifth Third Bank
02.2018 - 11.2023
- Monitored and verified suspicious activity on customer accounts.
- Established new accounts for high net worth individuals and serviced existing accounts to maximize revenue.
- Assisted in developing and implementing branch sales goals, motivating team members to achieve targets and drive business growth.
- Maintained up-to-date knowledge of industry trends, continuously adapting strategies to stay ahead of market changes.
- Referred customers to other banking departments for specialized services.
- Resolved complex customer inquiries, demonstrating exceptional problem-solving skills and customer service expertise.
- Conducted financial reviews for customers, identifying opportunities for cross-selling additional products and services.
- Delivered comprehensive financial advice to clients based on their unique situations, helping them achieve long-term financial success.
- Paid attention to detail while completing assignments.
- Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
- Collaborated with branch team members to ensure seamless execution of daily operations and optimal customer experience.
- Ensured compliance with all regulatory requirements, protecting both the bank's reputation and its customers'' interests.
- Navigated challenging economic conditions, effectively managing risk while meeting sales targets consistently.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Strengthened client relationships through consistent follow-ups and proactive communication.
- Followed up with customers to gather feedback and provide additional assistance.
- Mentored junior personal bankers, sharing industry knowledge and best practices for career development.
- Managed approximately 30 incoming calls, and emails while also helping clients that came into bank.
Senior Service Representative
BMO Financial Group
02.2013 - 02.2018
- Implemented and developed customer service training processes.
- Developed strong relationships with clients, fostering trust and loyalty.
- Increased efficiency and team productivity by promoting operational best practices.
- Trained staff on operating procedures and company services.
- Managed a diverse portfolio of accounts, balancing individual needs while maximizing revenue potential for the organization.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Exceeded sales targets through upselling and cross-selling of products and services.
- Conducted regular performance reviews, providing constructive feedback to enhance employee growth.
- Cross-trained and provided backup support for organizational leadership.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Achieved high levels of customer satisfaction by maintaining expert knowledge on industry trends and product offerings.
- Provided exceptional customer support, consistently surpassing performance metrics.
- Trained new personnel regarding company operations, policies and services.
- Collaborated with team members to optimize workflow and maximize productivity.
- Investigated and resolved accounting, service and delivery concerns.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved customer inquiries and complaints quickly.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked well in a team setting, providing support and guidance.
- Passionate about learning and committed to continual improvement.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Identified issues, analyzed information and provided solutions to problems.
- Participated in team projects, demonstrating ability to work collaboratively and effectively.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Assisted customers with product selection based on individual needs and preferences.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Managed a very fast passed teller line conducting 100 to 200 transactions a day while also answering 25 to 30 incoming calls from clients.
Service Representative
BMO Financial Group
03.2005 - 02.2013
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Proactively identified potential challenges or roadblocks, implementing solutions before issues could escalate further.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by swiftly addressing and resolving service-related issues.
- Accepted payments and updated accounts with latest information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Mentored junior team members, providing guidance and support as needed while helping them develop their customer service skills.
- Trained new personnel regarding company operations, policies and services.
- Conducted thorough research on behalf of customers facing unique situations or requiring specialized assistance beyond standard troubleshooting guidelines; presented findings in an easily digestible format tailored specifically for each inquiry type encountered during this process.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Maintained comprehensive knowledge of company products and services, ensuring accurate information was relayed to customers at all times.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Participated in ongoing training programs to stay abreast of industry trends, emerging technologies, and best practices within the field of customer service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Increased customer retention with exceptional interpersonal skills and proactive problem-solving abilities.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Investigated and resolved accounting, service and delivery concerns.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
- Consistently demonstrated a strong work ethic, arriving punctually for shifts and maintaining focus on providing top-tier service throughout entire workday.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Paid attention to detail while completing assignments.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Developed and maintained courteous and effective working relationships.
- Organized and detail-oriented with a strong work ethic.
- Provided information about company products and services, and capitalized on upsell opportunities.
- Operated in dynamic, high-volume environments to provide skilled assistance to more than 50 customers each day.
Education
High School Diploma -
Plainfield High School
Plainfield, IL05.1994
Skills
- Sales Growth
- Loans
- Process Monitoring
- Cross-Selling Products
- Reliable and Responsible
- Data Entry
- Teller Support
- MS Excel
- Attention to Detail
- Fraud prevention
- Discrepancy Resolution
- Consumer banking specialist
Additional Information
Fifth Third Bank-Maintained meeting or exceeding my sales goals, excellent customer service reviews, detailed oriented, and excellent problem solver.
BMO Financial Group: Rated throughout my career in the top two to five percent in the company, excellent customer service skills, and excellent balancing record.
Quote
One step forward, two steps back...it's OK as long as you pick yourself up and keep moving forward you will do great things!!
Unknown
Software
Microsoft Teams
Outlook
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridImportant To Me
Work-life balanceCareer advancementPaid sick leaveHealthcare benefits401k matchPaid time offWork from home optionStock Options / Equity / Profit SharingPersonal development programsTeam Building / Company RetreatsCompany CultureFlexible work hoursInterests
Outdoors!
Hiking
Kayaking
Timeline
Senior Personal Banker II
Fifth Third Bank
02.2018 - 11.2023
Senior Service Representative
BMO Financial Group
02.2013 - 02.2018
Service Representative
BMO Financial Group
03.2005 - 02.2013
High School Diploma -
Plainfield High School