Kayla L O'Donnell
Summary
Dedicated professional prepared to bring extensive expertise and results-oriented approach to Specialist role. Known for effectively managing tasks and supporting organizational goals through collaborative efforts and adaptive strategies. Recognized for excellent communication and analytical skills, ensuring seamless operations and consistent outcomes.
Overview
17
17
years of professional experience
Work History
SR COR Specialist
M&T Bank
11.2022 - Current
- Started as service associate and have worked my way to a SR COR Specialist
- Followed all company policies and procedures to deliver quality work.
- Improved branch experiences through proactive problem-solving and efficient complaint resolution.
- Joining in meetings on programs to help make M&T better such as a pilot for mobile up updates, bank merger, and helping with a chat pilot program for a way of communicating
- I have expanded by assisting the Knowledge Now group and getting the procedures that branches follow updated and or corrected
- I have been someone that reps feel comfortable to reach out to when they have questions that are not clear or a listening ear just in general and that is important to me
Cor Support Representative
M&T Bank
08.2020 - 11.2022
- As a Cor Support representative, I help assist branches with procedural support and policies
- Always determined to provide correct answers to specialists questions and help them follow procedures/policy
- Trained new support representatives, ensuring a consistent level of service quality across the team.
- Made changes with our knowledge now policies and procedures
Senior Service Associate
M&T Bank
07.2015 - 08.2020
- My duties included helping customers with their financial needs
- Problem solved to help the customer and figure out what is best for them
- Handled overdrafts, made many phone calls to schedule appointments, used computers all day, I opened accounts, took loan applications/submit to underwriting (having required documents or requesting documents as needed), CDs, safe deposit boxes, and handled money at times
- Selling products such as credit cards and helocs are also some of the things I did
- I work hard and utilize my assets to help me accomplish my goals
Retail Banker
Woodforest National Bank
12.2013 - 07.2015
- My duties included teller transactions, opening accounts, maintenance on accounts, handling money, marketing, and daily cleaning
- I was trained to be able to do everything at bank level
- Filling customer disputes, managing the atm, selling products/cross selling products, and I was not allowed to discuss loan rates however I was required to let customers know how the process works and how to apply for them
- I also processed money orders and cashier's checks for customers
- I will help a customer to the best of my ability to make sure that their needs are met, and they're satisfied
Manager
Rack Room Shoes
09.2012 - 08.2013
- This is my third management position
- I was responsible for handling customers and any problems they may have, running freight, handling money (making deposits), managing a staff, and maintaining the store
- I help customers by listening to their needs and helping them find what I think best fits them
- I am honest because I would rather them leave and be happy with their product than dissatisfied and return it just, so I could make a higher sale
- Sometimes I will stay late to finish a task if it is not finished by the end of my shift as well, I will come in early if I know there is a lot to be done
- We had tasks that needed to be done daily and I always make sure they are fully completed
Assistant Manager
Shoe Dept
05.2011 - 09.2012
- I was the assistant manager for this company as well
- When Shoe Show went out of business I transferred to this location because it is the same company
- A lot of the duties are the same
- I managed a staff, ran freight, handled customers/customer service, and handled money (making deposits, and counting the registers)
- This job didn't always have two people per shift so usually in the mornings I would work by myself
- The company put a lot of trust in me for the fact that they allowed me to be running the store at times by myself
- I did enjoy this job; however, a better opportunity came up with Rack Room Shoes, so I did leave on good terms with company
Assistant Manager
Shoe Show
03.2010 - 05.2011
- This job required a lot of me I needed to be there when other employees could not
- I worked many of the hours from open to close
- As the assistant manager I had to open the store by myself and close by myself
- I would oversee taking money to the bank in the evenings and mornings
- This position requires a lot of responsibility
- When the store manager quit, I took on a lot of the store manager's duties
- Some of the duties included Receiving shipment and disbursing it out
- If there was any kind of problem, I had to handle it
Stock Clerk
Giant
07.2008 - 03.2010
- This was a third shift job and I would stock shelf's two nights out of the week then I would run the cash register at night by myself for two nights a week
- There were other employees but, in the back, so I would be upfront by myself
- This job was a more work at your own pace
- We had to have all the items up by 6am giving us a certain amount of time to complete the work
- I split ways with this job because third shift was very tiring, and I needed a day job
- Left on good terms with them as well
Server
Green Village Family Restaurant
09.2007 - 05.2008
- This was my high school job
- Waited on tables, took orders, and cleaned
- Greet and seat customers
Education
High School Diploma -
Shippensburg area senior high school
Shippensburg, pa06.2008
Skills
- Customer Relations
- Expert Problem Solving
- Product Knowledge
- Researching
- Teamwork
- Active Listening
- Technical knowledge
Accomplishments
- Collaborated with team of Cor specialists and managers in the development of Chat program.
- Hosted WEB hours for specialists
- Mentor through M&T mentee/mentor program
Timeline
SR COR Specialist
M&T Bank
11.2022 - Current
Cor Support Representative
M&T Bank
08.2020 - 11.2022
Senior Service Associate
M&T Bank
07.2015 - 08.2020
Retail Banker
Woodforest National Bank
12.2013 - 07.2015
Manager
Rack Room Shoes
09.2012 - 08.2013
Assistant Manager
Shoe Dept
05.2011 - 09.2012
Assistant Manager
Shoe Show
03.2010 - 05.2011
Stock Clerk
Giant
07.2008 - 03.2010
Server
Green Village Family Restaurant
09.2007 - 05.2008
High School Diploma -
Shippensburg area senior high school
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