Juliette St. Clair
Rockland,ME
Summary
I am a motivated business professional possessing strong commitment to quality customer service coupled with superb communication skills. I strive to build customer loyalty by effectively resolving problems and quickly processing requests. Well-versed in managing diverse customer needs with speed and efficiency. Capable of maximizing satisfaction and revenue through hands-on service and support, with knowledgeable recommendations of products based upon customer's individual needs.
Overview
8
8
years of professional experience
Work History
Digital Commerce Administrator
First National Bank
Rockland, ME
03.2021 - Current
- Engaged with customers to effectively build rapport and create lasting relationships, gaining trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Acted as the primary contact for daily department correspondence, becoming the direct go-to for many internal and external service and informational requests.
- Personally handled customer complaints, using empathy, active listening, and creative problem solving to de-escalate and provide resolve.
- Performed onsite customer product installation, training, and support.
- Conducted both solo and team cooperative; in-person, telephone, and zoom meetings with clients.
- Co-managed group and personal email inboxes, phone lines, & voicemails to ensure that customer and internal communications were handled in a timely manner.
- Cross-sold banking product suite to new and existing clients and recommended alternative department services when seen fit.
- Created and sent formal customer email/mailings such as the annual NACHA agreement update.
- Oversaw proper maintenance and filing of department documentation as well as records and reports for retention and auditing purposes.
- Facilitated annual product & customer review process for our online banking product suite.
- Generated and maintained department documentation to adhere to audit and compliance standards while simplifying for ease of use for both customer and internal staff use.
- Onboarded all customer and internal department forms into DocuSign and created intuitive template designs, in order to transition them into electronically workable documents.
- Participated in FaceBook Live department events to educate consumers on our business online banking product suite and to establish an open Q & A dialogue between our department and our social media audience.
- Worked with our 3rd party payroll & merchant service providers to onboard new clients, and provide our mutual customers with product information, customer service, and enrollment assistance.
- Maintained a working knowledge of Jack Henry banking systems (Back Office, Smart Pay, & SilverLake; CRM, Teller, and Xperience)
- Provided department product portfolio education and sale point training for branch staff.
- Worked independently with minimal supervision, operating 100% remote for varied periods of time.
Digital Commerce Associate
First National Bank
Rockland , Maine
12.2019 - 03.2021
- Understood and applied selling techniques to open, develop and close sales and created product interest by actively cross-selling products and services to pursue customers.
- Answered telephone inquiries on electronic business banking products including Remote Deposit Capture, Online Wires, and Online ACH capabilities.
- Quickly and thoroughly prepared and completed proper documentation to enroll customers in our online business product suite, while maintaining compliance standards.
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products and services.
- Educated customers on use of banking website and mobile apps.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Navigated and operated Jack Henry Banking systems to assist customers and complete internal tasks, such as setting up and maintaining online banking credentials, Online Wire, ACH, or Remote Deposit Capture companies
Banking Consultant
First National Bank
Rockland , ME
10.2018 - 12.2019
- Cultivated impactful relationships with customers and drove relationship development by delivering product knowledge
- Evaluated customer account information to assess current issues and determine potential solutions
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations
- Assisted customers in bank operations, including opening accounts, accessing safe deposit boxes and ATM operations
- Demonstrated expertise in identifying and mitigating potential fraud and transaction risks
- Recommended bank products and services to current and prospective customers
- Identified sales opportunities and referred customers to branch partners in financial services
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services
- Provided high level of customer service through friendly approach, strong professionalism and timely assistance with customer transactions
- Assigned retention duties, including keeping up to date on retention schedule, and completing task as necessary
- Wire processing
- Online banking maintenance and trouble shooting proficiency
Banking Associate
First National Bank
Rockland, ME
01.2018 - 10.2018
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills
- Placed orders for customer checks and verified starting numbers
- Provided customer records on demand, including account statements and copies of checks
- Regularly offered or accepted to take on extra shifts to fill scheduling gaps or cover outages
- Monitored customer behaviors and upheld strict protocols to prevent theft of assets or suspicious activity
- Executed customer transactions, including deposits, withdrawals, money orders and checks
- Proficient in handling large cash transactions in a accurate and timely manner
Server/Hostess
Dip Net Restaurant
Portclyde, ME
05.2015 - 10.2017
- Collaborated with kitchen team to support order preparation, manage efficient deliveries and minimize customer service issues by verifying meals
- Cleaned outdoor eating area and indoor dining room by wiping tables, placing trash in receptacles and restocking napkin dispensers
- Enhanced operational efficiency by using slow periods to restock employee and customer supplies, including ice, condiments, utensils, napkins, trays and delivery bags
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers
- Maintained table settings by removing courses, replacing utensils and refilling beverages promptly and courteously
- Kept updated knowledge of menu and chef specials to provide recommendations according to tastes and specific allergies
- Kept register accurate through correct billing, payment processing and cash management practices
- Worked with POS system to place orders, manage bills and handle complimentary items for dissatisfied customers
- Collected credit card, cash and gift certificate payments from customers and made proper change for cash transactions
Server
The Ocean House Inn and Dining Room
Port Clyde, Maine
05.2016 - 09.2016
- Helped customers place orders, explained menu items and suggested appropriate options for food allergy sufferers
- Delivered orders and corrected issues by replacing orders and comping bills
- Bussed and reset tables , working efficiently to keep dining room and work areas clean
- Sanitized kitchen surfaces and equipment by cleaning grills, griddles, ovens and fryers
- Performed complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs
Bar-Back
The Barn Café
Port Clyde, Maine
05.2016 - 09.2016
- Assisted cashiers with processing customer payments and documenting orders
- Managed customer deliveries and assisted with carrying out orders to promote maximum satisfaction
- Checked ID cards and verified bar guests were of legal age
- Restocked ice, condiments and snacks
- Assisted wait staff with timely order delivery and guest requests
- Engaged in suggestive selling and other sales techniques
Server
Port Clyde General Store
Port Clyde , ME
05.2014 - 11.2014
- Created orders, documented special requests and followed up with kitchen personnel to foster top-quality service and minimize complaints
- Helped customers place orders, explained menu items and suggested appropriate options for food allergy concerns
- Replenished food items and other supplies, which included paper products and canned goods to keep pantry well-stocked during busy periods
- Utilized proper cleaning techniques to sanitize counters and utensils used in preparation of raw meat, poultry, fish and eggs
Education
High School Diploma -
Oceanside High School
Rockland, ME2016
Skills
- Service-oriented team player
- Strong client-interaction skills
- Excellent multi-tasker
- Administrative support
- Exceptional customer service
- Quick learner
- Honest, trustworthy and punctual
- Creative problem solver
- Professional telephone demeanor
- Self-Motivated
- Verbal and written communication
- Document control
- Project support
Timeline
Digital Commerce Administrator
First National Bank
03.2021 - Current
Digital Commerce Associate
First National Bank
12.2019 - 03.2021
Banking Consultant
First National Bank
10.2018 - 12.2019
Banking Associate
First National Bank
01.2018 - 10.2018
Server
The Ocean House Inn and Dining Room
05.2016 - 09.2016
Bar-Back
The Barn Café
05.2016 - 09.2016
Server/Hostess
Dip Net Restaurant
05.2015 - 10.2017
Server
Port Clyde General Store
05.2014 - 11.2014
High School Diploma -
Oceanside High School