Kareen-Maritta Yeboah
Woodbridge,VA
Summary
A high impact contributor in client engagement, and regulatory adherence. Recognized as a Branch Top Performer (2018) for driving simultaneous growth in branch sales and staff capability. Proven ability to exceed annual sales goals by15% by fostering a high-performance culture. Excels at providing positive leadership and coaching, directly supporting a 10% jump in team productivity and morale within my team and colleagues.
Overview
18
18
years of professional experience
Work History
Customer Care
Bankfund Staff Federal Credit Union
03.2022 - 04.2025
- Verified completeness and accuracy of information and coordinates processes with other departments to enable streamlined processes.
- Received incoming calls, identified the nature of inquiries, provided accurate responses or resolutions, or promptly directed callers to the appropriate party to ensure and enhance customer satisfaction.
- Supported multiple internal departments, enabling efficient operations and informed decision-making at the manager's direction.
- Provided support to multiple internal departments, independently preparing reports and professional correspondence or as per Manager's directive to enable efficiency and well-informed decision-making.
- Promptly and efficiently interacted with clients via phone, email, fax, and web based platforms to resolve and clarify inquiries.
- Utilized strong analytical skills to resolve complex member inquiries, contributing to improved organizational efficiency, enhanced member satisfaction, and increased retention.
- Maintained accurate and up-to-date member profiles while ensuring compliance and delivering high-quality customer service.
- Explained and guided members through service application, account opening process and cross-sold financial products and services tailored to individual financial needs.
- Performed multi-factor authentication procedures to ensure secure accurate member verification process.
- Ensured timely and secure uploads of member data and documentation to support workflow efficiency, accuracy, and regulatory compliance.
- Managed first-tier technical support for digital banking tools, provided expert guidance on electronic transfers and portal navigation to drive digital adoption and ensure seamless, secure member self-service.
- Managed disputes and claims in coordination with fraud teams to ensure timely resolution and regulatory compliance.
Area Banker
Citibank
10.2019 - 03.2022
- Stepped into an acting leadership role during the Branch Manager's absence to ensure smooth operations and consistent service delivery for staff and clients.
- Educated customers on account setup and product features to drive adoption of tailored financial solutions, contribute to client retention and sales growth.
- Supported Manager to plan key branch meetings to discuss goal-driven agendas that fostered timely alignment and team consensus.
- Executed service and referral routines that led to customer satisfaction and an increase in successful product referrals.
- Performed internal branch audits to eliminate potential fraud and non-compliance risks by instituting a meticulous review process for all operational practices and records.
- Communicated clearly, concisely and proactively with both prospective and existing clients to improve client trust that led to an increased product usage by 6% above target goal.
- Commended by the Regional Director of Citibank for exceeding booked sales referral targets by 20 percent, Alexandria Br.- 2015
- Achieved Branch Top Performer recognition (2018), exceeding annual sales goals by 15% and maintaining 95% in operational compliance audits.
Lead Teller
Citibank
10.2015 - 10.2019
- Provided positive leadership to support teller staff that contribute to an improved team morale, productivity and efficiency by 10% as per branch performance rating for the year 2019.
- Ensured a high-performing and professional teller line by coaching on competence and effectiveness, which reduced transaction errors and improved cash management accuracy.
- Trained and mentored new tellers on core system procedures that led to new hire productivity significantly within their first 60 days of employment.
- Supported branch operational processes by implementing internal audit and compliance checklist which lead to very high branch quarterly audit scores and ensured 99 percent adherence to regulatory guidelines.
- Deepened client relationships via proactive delivery of tailored financial solutions that led to successful cross-sale of banks' products and exceeding monthly referral goal of 20%.
- Conducted teller audits to maintain compliance with bank security procedures, regulatory standards, and internal policies.
- Assisted with teller performance evaluations, applied improvement strategies, and trained new hires on processes and policy adherence to ensure consistency on the teller line.
- Handled transactions accurately while maintaining clear communication and professional customer service to maintain customer satisfaction and retention.
- Oversaw vault and ATM cash operations, audit, order, and reconciliation of cash and negotiable instruments, ensuring full compliance with security protocols and earning perfect internal audit scores.
Relationship Manager
Sahel Sahara Bank
03.2007 - 03.2008
Teller
Sahel Sahara Bank
03.2008 - 10.2012
Education
Management school - Equivalent to Associate's Degree
Ghana04.2009
NOVA Community college - Business Management
05.2026
Skills
- Exceptional communication and interpersonal skills
- Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook, Teams, OneDrive, SharePoint)
- Proven team leadership and staff development
- Solution-focused and goal-oriented approach to tasks and opportunity
- Analytical thinker
- Workflow Organization
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Customer Care
Bankfund Staff Federal Credit Union
03.2022 - 04.2025
Area Banker
Citibank
10.2019 - 03.2022
Lead Teller
Citibank
10.2015 - 10.2019
Teller
Sahel Sahara Bank
03.2008 - 10.2012
Relationship Manager
Sahel Sahara Bank
03.2007 - 03.2008