Juliana Gappens
Kokomo,IN
Summary
Accuracy-focused banking professional experienced in cash handling, transaction management and fraud prevention. Promotes bank products and services to drive revenue and customer loyalty. Persuasive communicator analytical in solving customers' problems. Accomplished in team training, leadership and motivation.
Overview
9
9
years of professional experience
Work History
Lead Financial Service Representative
Community First Bank of Indiana
Kokomo, IN
04.2022 - Current
- Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs, maintain accounts and open new accounts.
- Maintained accurate records of all incoming and outgoing transactions.
- Resolved discrepancies between physical cash balances in the vault and computerized system records.
- Prepared various reports on daily activities as required by management.
- Managed a team of tellers and ensured proper training on all banking policies and procedures.
- Resolved customer complaints in a timely manner while ensuring compliance with banking regulations.
- Participated in community outreach initiatives aimed at increasing brand awareness.
Lead Bank Teller
PNC Bank
Kokomo, IN
10.2019 - 05.2021
- Promoted facility security by monitoring customer behaviors and following established protocols to protect individuals and assets.
- Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
- Managed customer referrals to help financial services team members capitalize on sales changes.
- Completed comprehensive tasks by implementing customer service initiatives, audit and restock ATMs and keep records on accounts.
- Researched and resolved customer issues on personal savings, checking and lines of credit accounts.
- Balanced daily cash deposits and vault inventory with zero error rate.
- Offered to take on additional shifts during holidays and other busy periods to alleviate staffing shortages.
- Oversaw branch team with 5 customer service representatives and 5 personal bankers and implemented training for all new employees.
- Worked with regulatory representatives to complete accurate filings and maintain compliance.
Assistant Store Manager
Kay Jewelers
Kokomo, IN
02.2016 - 02.2021
- Assisted in overall day-to-day operations of store, including continuous development of effective store associates to achieve desired sales and results.
- Recruited, interviewed and hired individuals demonstrating passion, dedication and added value to team.
- Set schedules and delegated assignments based on team member strengths to optimize floor coverage and service levels.
- Achieved yearly sales, budget and other targeted goals.
- Conducted quarterly performance reviews to organize training and development for staff.
- Implemented merchandising plans to drive profitability, collaborating with visual merchandising team to develop strategies.
- Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.
- Encouraged professional growth and talent development in associates to increase performance in all areas.
- Maintained organized store, responded to customer complaints and answered questions quickly.
Teller
Wells Fargo
Decatur, IN
05.2015 - 02.2016
- Delivered prompt, accurate and excellent customer service.
- Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
- Verified amounts and integrity of every check or funds transfer.
- Directed specific questions to appropriate branch personnel.
- Processed all sales transactions accurately and promptly to prevent long customer wait times.
- Adhered to regulatory and company security and audit procedures.
- Met or exceeded sales goals by promoting bank products and services in every interaction.
- Maintained confidentiality of bank records and client information.
Education
High School Diploma -
Bellmont Senior High School
Decatur, INSome College (No Degree) - Human Servces
Ivy Tech Community College of Indiana
Kokomo, INPsychology
Southern New Hampshire University
Hooksett, NHSkills
- Exceptional customer service
- Risk management evaluation background
- Problem resolution
- Team building
- Relationship development
- Training & Development
- Cross-Selling and Upselling
- Leadership and team building
Timeline
Lead Financial Service Representative
Community First Bank of Indiana
04.2022 - Current
Lead Bank Teller
PNC Bank
10.2019 - 05.2021
Assistant Store Manager
Kay Jewelers
02.2016 - 02.2021
Teller
Wells Fargo
05.2015 - 02.2016
High School Diploma -
Bellmont Senior High School
Some College (No Degree) - Human Servces
Ivy Tech Community College of Indiana
Psychology
Southern New Hampshire University
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