Kerri Fortenberry
Forney,TX
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
23
23
years of professional experience
Work History
Contact Center Representative
M&T Bank
Hagerstown, MD
06.2020 - 09.2020
- Answered over 100 calls per day of customers wishing to do bank transactions
- Assisted customers in resetting passwords and unlocking website accounts
- Filed disputes on fraudulent transactions for customers
- Reissued or ordered new Visa debit cards and credit cards
- Changed address information
- Processed loan payments
- Informed customers of account balances and debits/credits on their account
- Researched the status of checks that have been written
- Processed fee waivers on overdrafts, late payments and atm fees
- Navigated multiple computer applications while conversing with customers
- Completed high volume of inbound and outbound calls within deadlines
- Resolved customer concerns, following internal database prompts and company scripts
Teller
M&T Bank
Hagerstown, MD
10.2017 - 06.2020
- Processed standard teller transactions for customers including servicing client accounts', accepting loan payments, managing safe deposit box payments, cashing checks, balancing cash drawers, handling night deposits, correcting discrepancies
- Processed 30+ customer transactions per hour with extreme attention to detail - Redeeming US Savings Bonds - Respond to customer account inquiries totaling 200+ weekly - Solely operated the drive thru window - Recommended bank products that met customers' needs - Canceled, reissued and ordered to ATM, Debit or Credit cards for customers - Ordered new checks with checking system for customers - Identified damaged, altered and counterfeit money and followed bank operation procedures
- Reduced fraud risk by verifying check endorsements, customer identification and other required documentation
- Identified suspected fraud based on behavioral and transaction markers
- Maintained strict compliance with banking standards, regulations and laws.
United States Navy
12.1997 - 12.2005
Education
AAS Marketing -
Hagerstown Community College
Hagerstown, MD05.2015
Skills
- Strong leadership skills
- Excellent communication and customer service skills
- Complaint Resolution
- Quality Assurance
- Customer Relationship Management
- Data Entry
- Report Preparation
- System Documentation
- Database Research
- Record Preparation
Timeline
Contact Center Representative
M&T Bank
06.2020 - 09.2020
Teller
M&T Bank
10.2017 - 06.2020
United States Navy
12.1997 - 12.2005
AAS Marketing -
Hagerstown Community College
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