Jennifer Silva
Granby,MA
Summary
Accomplished professional with a proven track record in operational efficiency and relationship building, notably at Citizens Bank. Excelled in enhancing customer satisfaction and staff development through effective coaching and financial product expertise. Demonstrated success in improving service delivery and exceeding sales goals, underpinning a results-driven approach to banking and educational services management.
Overview
20
20
years of professional experience
Work History
After-School Site Coordinator
Collaborative for Educational Services
04.2016 - Current
- Assisted with student to staff ratio by facilitating classes and clubs in absence of regularly assigned staff.
- Managed day-to-day operations of expanded learning program.
- Invested in staff professional development by conducting classroom observations, assessing needs, engaging in coaching conversations and referring staff to training sessions.
- Created and organized program schedule to include academic, recreation, and enrichment activities.
- Connected and frequently communicated with students and parents regarding programs, policies and individual needs.
- Maintained confidentiality of records by using appropriate data security methods.
Relationship Banker
NUVO Bank
09.2014 - 11.2015
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Educated customers on use of banking website and mobile apps.
- Cultivated strong customer relationships by providing tailored advice and services.
- Resolved customer complaints and disputes to maintain satisfaction and loyalty.
- Processed customer transactions promptly, minimizing wait times.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Maintained in-depth product and service knowledge for well-informed customer advice.
- Collected customer information and completed new account forms.
- Verified customer identity and reviewed documentation for accuracy.
Assistant Branch Manager
Citizens Bank
01.2005 - 07.2012
- Developed and managed employee schedules, balancing individual requests and requirements with business needs.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Collaborated with tellers, universal bankers and personal bankers to exceed sales goals.
- Trained and developed new team members in alignment with branch service standards and objectives.
Education
Bachelor of Science - Marketing
University of Phoenix
Tempe, AZSkills
- Cash handling and management
- Workflow Optimization
- Employee Coaching
- Operational Efficiency
- Financial product knowledge
- Customer Service
- Transaction Processing
- Relationship Building
Timeline
After-School Site Coordinator
Collaborative for Educational Services
04.2016 - Current
Relationship Banker
NUVO Bank
09.2014 - 11.2015
Assistant Branch Manager
Citizens Bank
01.2005 - 07.2012
Bachelor of Science - Marketing
University of Phoenix
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