KARA GAGNON
Broad Brook,CT
Summary
Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency.
Overview
18
18
years of professional experience
Work History
Association Administrator/Accounting Administrator
The Markens Group
12.2023 - Current
- Maintained personnel records and updated internal databases to support document management.
- Cultivated positive relationships with members to deliver timely and cost-effective services.
- Devised and implemented processes and procedures to streamline operations.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Maintained database systems to track and analyze operational data.
- Gathered, organized and input information into digital database.
Internal Adjustment Processor
Russell Tobin/Webster Bank
05.2023 - 10.2023
- Review deposits to determine accuracy and completeness.
- Submitted adjustments and corrective actions to resolve identified issues, ensuring accuracy and efficiency.
- Responded promptly to customer inquiries regarding urgent issues.
- Review teller differences and send for adjustment when required.
- Stay in constant contact with requester providing updates.
- Interacted regularly with peers and management to pursue continuous improvement of facility operations and promote teamwork-focused environment.
- Used problem-solving and issue-resolution skills to promptly and successfully address issues.
- Skilled at working independently and collaboratively in a team environment.
Relationship Banker
Santander Bank
07.2021 - 01.2023
- Created continuous client relationships by providing knowledgeable information on banking products and services.
- Assisted customers in opening new bank accounts or transferring existing ones from other banks.
- Established effective communication channels between bank's internal staff members as well as external partners.
- Educated clients about banking products such as savings accounts, credit cards, mortgages and investments.
- Resolved customer complaints and disputes to maintain satisfaction and loyalty.
- Cultivated strong customer relationships by providing tailored advice and services.
- Maintained in-depth product and service knowledge for well-informed customer advice.
- Analyzed customers' financial information to deliver personalized account guidance.
- Assisted customers with completing required forms for opening and closing bank accounts.
- Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
Business Relationship Manager
Global Atlantic
07.2019 - 02.2021
- Built trust with customers by demonstrating knowledge of retirement products and services.
- Initiated quality financial wellness conversations to add value to customer relationships.
- Established effective communication channels between company's internal staff members as well as external partners.
- Researched and remedied any issues brought to my attention.
- Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Maintained knowledge on banking products and distribution to provide optimal service support.
Client Relationship Manager
MetLife
11.2015 - 06.2019
- Developed and maintained strong relationships with clients to ensure customer satisfaction.
- Developed comprehensive reports on key performance indicators related to client .relationships.
- Communicated with passion and consideration to inspire confidence in client relationships.
- Addressed and resolved customer complaints and issues to improve satisfaction.
- Fostered customer trust by addressing concerns and needs using targeted problem-solving.
- Assessed client needs and developed plans to adequately address current and future objectives.
- Developed summaries to assess each client's participation level and determine targets for follow-up plans.
Call Center Analyst
MetLife
05.2007 - 10.2015
- Provided comprehensive training sessions for new call center agents on proper phone etiquette, problem-solving techniques, and product knowledge.
- Prepared manuals and train workers in use of new forms, reports, procedures, and equipment, accorded to organizational policy.
- Presented findings from analyses with clear visuals that highlighted key insights to executive leadership teams.
- Coordinated with other departments to ensure timely resolution of customer complaints or requests for assistance.
- Developed action plans for call center agents to improve customer service quality standards.
- Identified and resolved problems through root cause analysis and research.
Education
High School Diploma -
Manchester High School
Manchester06.1990
Skills
- Issue Resolution
- Customer Service
- Banking
- Excellent Communication
- Relationship Building
- Critical Thinking
- Time Management
- Analytical Problem Solving
- Problem-Solving
- Recruitment support
- Business administration
- Performance improvement
- Project management
- Team building and leadership
- Document management
- Relationship development
References
References available upon request
Timeline
Association Administrator/Accounting Administrator
The Markens Group
12.2023 - Current
Internal Adjustment Processor
Russell Tobin/Webster Bank
05.2023 - 10.2023
Relationship Banker
Santander Bank
07.2021 - 01.2023
Business Relationship Manager
Global Atlantic
07.2019 - 02.2021
Client Relationship Manager
MetLife
11.2015 - 06.2019
Call Center Analyst
MetLife
05.2007 - 10.2015
High School Diploma -
Manchester High School
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