Kesha Willingham
Cordova,TN
Summary
Experienced banking professional excelling in customer service and cash management. Proven track record in enhancing operational efficiency and building strong client relationships. Adept at training and mentoring staff, fostering teamwork, and resolving conflicts to drive branch success and customer satisfaction.
Overview
7
7
years of professional experience
Work History
Teller Manager
Bank Financial
02.2024 - Current
- Supervised daily teller operations to ensure compliance with banking regulations.
- Trained and mentored new tellers on customer service protocols and cash handling procedures.
- Managed scheduling and staffing to optimize branch efficiency and service levels.
- Resolved customer inquiries and complaints, enhancing overall satisfaction and retention.
- Conducted regular audits of cash drawers to maintain accuracy and accountability.
- Collaborated with management to develop team goals aligned with branch objectives.
- Enhanced branch security by implementing strict cash handling procedures and monitoring staff adherence to guidelines.
Client Relationship Specialist
US Bank NA
01.2023 - 01.2024
- Cultivated strong relationships with clients to enhance customer satisfaction and loyalty.
- Resolved client inquiries efficiently, ensuring timely and accurate responses to service requests.
- Collaborated with cross-functional teams to streamline communication processes and improve service delivery.
- Analyzed client feedback to identify trends, implementing improvements for enhanced service quality.
- Conducted regular check-ins with clients to review account performance and discuss potential opportunities for growth.
- Delivered superior customer service to strengthen relationships and drive future business revenue.
- Provided expert guidance on banking products, increasing client awareness and engagement with services offered.
Assistant Vice President
First South Financial Credit Union
10.2019 - 12.2022
- Supported daily branch operations, ensuring customer service is the focus, efficient workflow, and compliance with bank policy.
- Assisted with scheduling, training, and performance evaluations for Member Service Representatives.
- Supported the branch manager with reporting, operational decisions, and branch-wide incentives.
- Handled escalated customer concerns and resolved issues with professionalism and accuracy!
- Monitored cash flow, vault balances, and branch security procedures.
- Reviewed and approved transactions, overrides, and account openings within authority limits.
- Ensured audit readiness through accurate documentation, adherence to regulations, and quality control checks.
- Helped drive sales goals by promoting bank products, mentoring staff on referrals, and tracking team performance.
Electronic Phone Banker
Regions
03.2019 - 08.2019
- Opened and closed accounts!
- Managed inbound calls, providing exceptional customer service and resolving inquiries efficiently.
- Assisted customers with account management, including balance inquiries and transaction details.
- Educated clients on banking products, enhancing their understanding and usage of services offered.
- Documented customer interactions accurately in CRM systems to ensure compliance and follow-up actions.
- Navigated multiple banking systems simultaneously to access account information, process transactions, and update client records accurately.
- Maintained high call quality standards with clear communication and active listening skills for optimal client experiences.
Education
High School Diploma -
Rich East High School
Park Forest, ILSkills
- Customer service
- Cash handling and management
- Relationship building
- Operational efficiency
- Performance coaching
- Staff training and development
- Willing to learn
- Teamwork and Leadership
- Multitasking Abilities
- Reliability
- Adaptability and flexibility
- Effective communication
- Conflict and resolution
Accomplishments
Promoted through all frontline and operational roles, gaining comprehensive knowledge of branch operations, customer service and leadership.
Timeline
Teller Manager
Bank Financial
02.2024 - Current
Client Relationship Specialist
US Bank NA
01.2023 - 01.2024
Assistant Vice President
First South Financial Credit Union
10.2019 - 12.2022
Electronic Phone Banker
Regions
03.2019 - 08.2019
High School Diploma -
Rich East High School