Joleen Murphy
Zanesville
Summary
Dynamic customer service professional with extensive experience at New York Community Bank, excelling in complaint resolution and staff training. Proven ability to enhance customer satisfaction through creative problem-solving and effective communication. Skilled in account updating and adept at managing high call volumes while maintaining professionalism and empathy.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
Flagstar/New York Community Bank
08.2015 - Current
- Responded to customer requests for products, services, and company information.
- Assisted customer with their banking information in regards to OLB, External transfers, Zelle inquires, Visa tokenization, debit card inquiries, issues and card increases, assisted with bill pay, transaction history and balances.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Able to deescalate customer's when they are upset.
- Worked in a high call volume call center with answering calls on a daily basis.
- · Performed account maintenance by changing customer addresses, email/phone numbers
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Identified and resolved discrepancies and errors in customer accounts.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
Supervisor
New York Community Bank
01.2008 - 08.2015
- Managed 20 employees
- Made Schedule for Employees
- Held Clinics and or staff meetings to review policies and procedures
- Have experience as a teller/customer service representative and supervisor for the branch
- Pulled reports/check previous day's work
- Open and close two branches
- Opened accounts/checked signatures cards for accuracy and do a Security report.
- Perform Branch Audits, balance General Ledgers, and Alarm testing.
- Inventory of Checking account kits, debit cards, branch keys, teller checks, money orders and Amex.
- Write reviews for the staff
- Balances
- ATM'S machines and verify night cash drop offs.
- Overrides and Trained Employees
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Evaluated staff performance and provided coaching to address inefficiencies.
Teller and Then Head Teller
New York Community Bank
03.2004 - 01.2008
- Provided customers with appropriate literature on banking products and services.
- Mentored newly hired team members on appropriate responses to patron questions.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Responsible for money on floor to assist tellers with the cash that they would need.
- Balance cash box
- Audits and Inventory of Checking account kits, debit cards, branch keys, teller checks and money orders.
- Balance ATM's machines and counted nightly drop offs.
- Replenished ATM funds in empty canisters prior to validation process.
- Introduced customers to other bank team members to help meet financial needs.
- Investigated and promptly resolved issues with patron accounts.
- Verified amount of cash in cash drawer against day's receipts, quickly identifying errors.
- Answered inquiries regarding checking and savings accounts and other related products.
- Recognized and prevented fraudulent activities and suspicious transactions.
- Managed daily bank operations by processing customer transactions and providing exceptional customer service.
- Enforced compliance with bank regulations and policies to reduce financial risks.
- Cross-sold credit cards, loans and other bank products.
- Assisted customers with banking needs and inquiries.
- Educated customers on online banking and mobile banking applications.
- Executed wire transfers, stop payments and account transfers.
- Counted, verified and handled bank deposits and armored car transactions.
- Referred customers to other banking departments for specialized services.
- Maintained friendly and professional customer interactions.
- Arranged monies received in cash boxes and coin dispensers according to denomination.
- Handled various accounting transactions.
Education
Diploma in Computer Office Technology - Computer Office Technology
Dover Technical School
New York06-1998
Diploma - Data Entry And Typing Certificate
Dover Technical School
NY06-1998
Skills
- Account updating
- Scheduling
- Complaint resolution
- Data collection
- Research
- Inbound and outbound calling
- Office equipment proficiency
- Training development aptitude
- Microsoft outlook
- Typing
- Customer service
- Call center experience
- Staff training
- Customer education
- Positive and professional
- Adaptability and flexibility
- Creative problem solving
- Product knowledge
- Computer proficiency
- Problem-solving
- Data entry
- Money handling
- Multitasking and organization
- Live chat support
- Delivery scheduling
- Refunds processing with bank
- Travel Notes
Accomplishments
New York Community Bank from 2004 till present:
Been promoted from Teller to Head Teller, Supervisor, then
Customer Service Representative, receive high scores on evaluations and on customer surveys.
Timeline
Customer Service Representative
Flagstar/New York Community Bank
08.2015 - Current
Supervisor
New York Community Bank
01.2008 - 08.2015
Teller and Then Head Teller
New York Community Bank
03.2004 - 01.2008
Diploma in Computer Office Technology - Computer Office Technology
Dover Technical School
Diploma - Data Entry And Typing Certificate
Dover Technical School
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