Hi, I’m
Kelly J Good
Corona,California
Summary
Dedicated and organized financial professional with outstanding relationship-building and problem-solving skills. Driven to exceed expectations and operate effectively in fast-paced, high-pressure environments. Self-motivated team player adept at cultivating partnerships and building lasting relationships across all demographics and management levels. Dynamic and reliable with exceptional customer service and communication skills. Energetic financial services professional highly effective at working with clients of all levels and backgrounds. Friendly and personable with adaptable approach. Over 10 years of success supporting client financial goals through astute investment guidance.
Overview
14
years of professional experience
1
Certification
Work History
Ameriprise FinancialRoseville, CA
Client Service Associate
06.2022 - 10.2022
Job overview
- Gathered information from clients for entry into computer database.
- Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
- Researched issues and made quick decisions to achieve efficient and effective resolutions.
- Entered all changes to client data into system using CRM/Salesforce/Thompson1
- Promoted client satisfaction by working with operational teams in proper resolution of service issues.
- Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
- Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues.
- Followed up with customers through calls and emails to proactively resolve issues and maintain satisfaction.
- Greeted incoming customers to provide immediate, friendly and knowledgeable support.
Wells Fargo Bank, N.A.Reno , NV
Relationship Banker
11.2012 - 02.2022
Job overview
- Advised customers on bank products, services and financial planning options.
- Identified financial needs of customers and presented appropriate product and service options.
- Educated customers on options for managing financial transactions by leveraging technology, tools and resources.
- Resolved discrepancies concerning customers' accounts, improving client satisfaction.
- Compiled new customer information to open accounts and loans, collecting and verifying necessary documentation.
- Promoted financial products with targeted direct mailings, in-branch selling, and outbound calls.
- Collaborated with mortgage and wealth management partners to assist customers with specialized needs.
- Modified, opened and closed customer accounts.
- Adhered to strict confidentiality protocols to maintain safety of customer and bank information.
- Processed maintenance, operations and correspondence for new and existing accounts.
- Participated in training and mentoring of new associates, assisting with onboarding .
- Completed loan servicing procedures to assess compliance with bank and regulatory terms and conditions.
Gap IncReno, NV
Customer Experience Manager
09.2008 - 09.2014
Job overview
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Drove customer escalations to resolution by engaging directly with clients.
- Prepared documentation, reports and logs to identify and manage sales metrics and support process driven activities.
- Revised department schedules to maximize coverage during peak hours.
- Executed merchandising and floor moves based on seasonal changes, business needs and trends.
- Created retail displays to highlight particular products and drive sales according to corporate strategy.
- Enhanced store and display appearance utilizing seasonal promotions and trends to drive strategy.
- Maximized sales and visual impact through optimal arrangement of tables, fixtures and mannequins.
- Helped customers find specific products, answered questions and offered product advice.
- Engaged customers in friendly, professional dialogue to determine needs.
- Assessed customer needs to provide assistance and information on product features.
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
US Bank NASparks, NV
Universal Banker
08.2011 - 11.2012
Job overview
- Helped customers understand and use technical tools such as mobile applications and online banking.
- Maintained cash drawer by following exact procedures for transactions and strong security protocols.
- Satisfied customers by consistently delivering fast, knowledgeable services for diverse banking needs.
- Completed routine transfers, deposits and bill payments.
- Sold, upsold and cross-sold products to bank customers to achieve revenue targets.
- Assisted customers by answering banking questions and recommending solutions.
- Completed daily cash balancing and operated ATMs.
- Ordered checks, placed stop payment orders and conducted additional special services for customers.
- Helped customers understand and use mobile applications and online banking.
- Completed thorough and accurate documentation for money movements, deposits or withdrawals.
- Met or exceeded sales goals by promoting bank products and services in customer interactions.
- Trained and coached less experienced team members in procedures, compliance standards and performance strategies.
- Modified, opened and closed customer accounts.
- Promoted facility security by monitoring customer behaviors and following established protocols to protect individuals and assets.
- Managed escalations with polite service, knowledgeable support and unsurpassed professionalism to satisfy needs and protect bank reputation.
- Verified amounts and integrity of every check or funds transfer.
- Reviewed customer financial data to ascertain level of risk involved for extending credit.
- Prepared basic and preliminary credit analyses to determine creditworthiness and compliance.
- Requested financial documents from customers.
- Reconciled customer accounts to identify delinquencies or disputes, documenting root causes.
Education
University of PhoenixReno, NV
Bachelor of Arts
05.2015
CSU Of Fresno Fresno, CA
Associate of Arts
05.2001
Mariposa County High SchoolMariposa, CA
High School Diploma
06.1997
Skills
- Project Management
- Persuasive Communication Style
- Resourcefulness
- Business Development
- Hiring and Recruitment
- Data Compilation
- Risk Assessment
- Information Verification
- Judgmental Lending
- Financial Statement Review
- Proficient in salesforce/CRV/CRM
- Industry Standards
- Oral and Written Communications
- Verbal and Written Communication
- Credit Analysis
- Underwriting
- Loan Documentation
- Financial Forecasting
- Strategic Planning
- Customer Service
- Loss Prevention
- Advertising and Marketing
- Merchandising Ability
- Safety Mindset
- Decision-Making
- Inventory Control
- Performance Monitoring
- Profit and Loss Management
- Stock Management
- Quality Assurance Mindset
- Sales Analysis
- Budgeting and Cost Control
- Store Opening and Closing
- Financial Oversight
- Scheduling Knowledge
- Budget Administration
- Promotional Planning
Languages
English
Full Professional
Accomplishments
- Brought about a 97% increase in customer satisfaction ratings by implementing new customer service programs.
- Promoted to Relationship Banker due Customer Experience and risk and Operations that achieved Golden Spoke.
- Consistently maintained high customer satisfaction ratings.
- Developed relationships with 500 new clients and typically exceeded sales goals by 85%
- Recognized as Employee of the year for outstanding performance and team contributions
Affiliations
- Member, Small Business Association (2008 - present)
- Member, Alumni Association CSU OF Fresno
Certification
- CA Life & Health Training - 2023
Timeline
Client Service Associate
Ameriprise Financial
06.2022 - 10.2022
Relationship Banker
Wells Fargo Bank, N.A.
11.2012 - 02.2022
Universal Banker
US Bank NA
08.2011 - 11.2012
Customer Experience Manager
Gap Inc
09.2008 - 09.2014
University of Phoenix
Bachelor of Arts
CSU Of Fresno
Associate of Arts
Mariposa County High School
High School Diploma
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