Kalli Graveline
Hinesburg,VT
Summary
Personable, friendly and solution-oriented banking Professional with over 9 years of experience in service and support. Customer-focused team player offering expertise in conflict mediation, time management, and sales. Dedicated to customer loyalty and satisfaction.
Overview
11
11
years of professional experience
Work History
Call Center Representative
Vermont Federal Credit Union
South Burlington , VT
04.2022 - Current
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Updated customer accounts, addresses and contact information within call management databases.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Offered resolutions to de-escalate calls and solve customer issues.
- Collected deposits or payments and arranged for billing.
Branch Manager
Union Bank
Williston, VT
10.2021 - 04.2022
- Ensured compliance with established policies, procedures and regulations governing banking operations.
- Organized professional development programs for employees at all levels of the organization.
- Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
- Conducted regular performance reviews for all employees in the branch.
- Monitored financial performance of the branch on a monthly basis.
- Assigned duties to employees and examined work for accuracy, neatness and timeliness.
Head Bank Teller
Union Bank
Williston, VT
06.2019 - 10.2021
- Ensured compliance with bank policies and procedures regarding security measures, internal controls and audit requirements.
- Answered customer inquiries about banking services or products offered by the bank.
- Performed periodic audits on tellers' transactions to ensure accuracy and adherence to established policies and procedures.
- Responsible for overseeing the daily operations of the bank teller staff.
- Conducted cash handling duties such as counting money, verifying deposits, cashing checks, and processing withdrawals accurately.
- Assisted tellers with daily activities such as check approval, adding checks, locating errors and resolving member related questions.
- Identified suspicious activities or transactions that may be indicative of money laundering or other criminal activity according to Bank Secrecy Act regulations.
- Monitored staff performance regularly in order to identify areas needing improvement.
- Maintained confidentiality of bank records and client information.
Cashier
Jiffy Mart
Hinesburg, VT
08.2013 - 12.2019
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Greeted customers and answered any questions they had about the store's products and services.
- Performed other duties as assigned by management.
- Helped customers find specific products, answered questions, and offered product advice.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Trained new team members in cash register operation, stock procedures, and customer services.
Bank Teller
Merchants Bank/Community Bank
Essex Junction, VT
08.2015 - 06.2019
- Handled large sums of money with accuracy while maintaining appropriate levels of security.
- Provided exceptional customer service to customers by answering inquiries, resolving complaints and processing transactions in a timely manner.
- Processed customer deposits and withdrawals accurately, balancing cash drawer daily.
- Served large number of customers during high volume shifts and remained composed and professional in stressful situations.
- Explained bank services, financial products and applicable fees to customers.
- Verified customer signatures on documents and ensured accuracy of all paperwork before submitting for approval.
- Resolved customer disputes promptly in accordance with bank policies and procedures.
Education
High School Diploma -
Champlain Valley Union High School
Hinesburg, VT06-2015
Skills
- Data Entry
- Complaint resolution
- Customer Service
- Report Preparation
- Quality Assurance
- Account updating
- Professional phone voice
Timeline
Call Center Representative
Vermont Federal Credit Union
04.2022 - Current
Branch Manager
Union Bank
10.2021 - 04.2022
Head Bank Teller
Union Bank
06.2019 - 10.2021
Bank Teller
Merchants Bank/Community Bank
08.2015 - 06.2019
Cashier
Jiffy Mart
08.2013 - 12.2019
High School Diploma -
Champlain Valley Union High School
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