Khadijah Muhammad
Hoover,AL
Summary
Versatile Administrative Manager who applies exceptional organizational skills while overseeing both smaller and larger administrative teams. Adept at coordinating meetings and conference calls, planning itineraries, and designing detailed spreadsheets. Focused on ensuring efficient office operations through effective management methods. I am a detail-driven and organized professional with diverse experience in supporting data analysis, reports, clinical administrative space analysis and allocation, fiscal oversight, and human resource management. Investigates complex functions and work processes by making recommendations for improvement based on the quantitative and qualitative effectiveness and efficiency of program operations.
Overview
7
7
years of professional experience
Work History
Bank Operations Specialist
PNC Bank
09.2022 - Current
- Reviews reports to identify exceptions, monitor quality and ensure compliance. Assisted with daily cash and ATM balancing
- Oversaw branch operations and workflow for consistency.
- Communicated with Branch Operations Manager to inform of quality control checks and findings.
- Monitored performance and completed performance appraisals for reports.
- Developed and implemented strategies for top-tier customer service.
- Recommended new procedures to boost consistency and customer experiences.
- Educated customers on online banking and mobile banking applications.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Trained new hires on customer service policies and procedures.
- Received loan and utility payments, sending funds to correct destinations.
- Generated monthly reports on customer activity and customer feedback.
- Ensures the appropriate materials, documentation and capacity are available to complete transactions
- Reviews existing processes, recommends improvements and drives implementation
- Reviews transactions and related documents and verifies work processes to ensure completeness, accuracy and conformance to established service levels and applicable procedures
Financial Relationship Consultant
Regions Bank
09.2021 - 08.2022
- Educates and advises customers on Regions Consumer and Business products and services, including all loan and deposit types
- Able to operate and maintain behind the cash line and in the drive through
- Refers customers to an internal team of experts when complex financial goals and needs are recognized
- Achieves required levels of outbound phone calls using generated customer and prospect lead lists and prior customer conversations to acquire new customer relationships and to expand existing customer relationships
- Cultivated and strengthened relationships with new clients and educated clients on account services and capabilities.
- Helped individuals and families build and execute wealth management strategies based on unique goals and objectives.
- Assisted clients with preparing financial plans, conducting investment research, and completing trades and transactions to assess and meet financial goals.
- Educated clients on various financial matters and provided professional recommendations on investment opportunities, products and services based on individual needs.
- Developed personal rapport with each client to maintain customer loyalty and establish long-term accounts.
- Recruited, trained and mentored junior financial and support staff to generate ideas, share knowledge and grow firm.
- Delivered strategic investment advice for individual and corporate clients.
- Facilitated presentation and recommendation of services by optimizing client relationships.
- Met with clients to discuss assets, expenses, and long-term and short-term investment goals to devise personalized financial plans.
- Developed comprehensive retirement planning strategies to help clients maximize retirement savings.
- Informed clients of strategies for reducing debt and maximizing savings.
License and Title Clerk
ENTERPRISE HOLDINGS
04.2021 - 07.2021
- Oversaw the registration and installation of rental vehicles for 10 counties throughout the state of Alabama
- Operated as liaison for 2 national regions and the Birmingham headquarters
- Performed data entry and other administrative tasks to keep records and files organized and accurate.
- Maintained confidentiality and security of personal information to protect customer privacy and prevent identity theft.
- Audited and reviewed title documents for accuracy and compliance with state and federal regulations.
- Contacted Alabama Motor Vehicle Department to determine status of pending titles.
- Managed and reconciled accounts to finalize accurate and complete financial transactions.
- Collected taxes and fees, submitted payments and issued receipts.
Management Trainee
ENTERPRISE HOLDINGS
09.2020 - 04.2021
- Trained in management to fully operate franchise while helping customers fulfill their vehicle needs
- Successfully qualified and ranked within the top 50% of the MT/MA Matrix for 6 months
- Ranked #6 out of #300 on the MT/MA Matrix
- Assisted with the growth of income and fleet for two branches in the Birmingham district
- Handled day-to-day customer or client questions via telephone or email.
- Established open and professional relationships with team members which facilitated communication, quickly resolving issues, and conflicts.
- Assisted with onboarding of new employees by providing training and development resources.
- Analyzed customer feedback to identify areas for improvement.
- Used company reports to analyze sales, gross profit and inventory activities.
- Communicated with vendors regarding back order availability, future inventory and special orders.
- Organized projects and contests to increase sales and encourage exceptional customer service.
- Assisted established management staff with operational oversight, business development, and process improvement strategies.
- Sat in on disciplinary hearings to learn about conflict resolution in workplace.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Online Customer Service Rep II
WELLS FARGO
08.2019 - 07.2020
- Responsible for responding to inquiries and complaints from customers regarding financial products and services
- Assess Customer needs and promotes/provide alternative products or services
- Answer 100-150 calls per day while maintaining exemplifying the customer service experience
- Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
- Developed and maintained knowledge of evolving products and services to accurately answer questions and make recommendations based on customer needs.
- Troubleshot and resolved online ordering issues and concerns to promote seamless ordering process for customers.
- Collaborated closely with cross-functional departments to deliver high customer satisfaction.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Housing Consultant
THE WOODLANDS OF TUSCALOOSA
03.2017 - 05.2019
- Assured the signage of leases by future residents and renewal leases of current residents to include students at the University of Alabama & Stillman College, and Shelton State Community College
- Provided customer service, to residents and guarantors of residents, creating a positive living experience to future residents
- Actively engages in organizational training opportunities that develop personal and professional skills related to time management, emotional intelligence, interpersonal skills, career planning, public speaking, and small group leadership.
- Developed and maintained relationships with community organizations and agencies.
- Developed and implemented strategies to enhance quality of social services.
- Participated in meetings with stakeholders to discuss program objectives and strategies.
- Monitored and evaluated impact of social services on community.
- Developed and implemented programs to engage and empower underserved populations.
- Administered and tracked client service payments.
- Spoke with senior citizen groups to expand community engagement and program outreach.
- Assisted in developing grant proposals to support social service initiatives.
- Coordinated with local government to provide resources to clients.
Education
Bachelor of Science - General Studies From The College of Human Environm
The University of Alabama
Tuscaloosa, AL05.2019
Master of Science - Marketing
Southern New Hampshire University
Manchester, NH05.2024
Skills
- Change Management
- Training Management
- Human Resources Knowledge
- Strategic and Financial Planning
- Stakeholder and Investor Relations
- Conflict Resolutions
- Program Management
- Federal/State Compliances
Diplomas/Training
Human Resource Management, 2023
Administration and Program Management, 2023
Conflict Resolution, 2023
Languages
German
Full Professional
Timeline
Bank Operations Specialist
PNC Bank
09.2022 - Current
Financial Relationship Consultant
Regions Bank
09.2021 - 08.2022
License and Title Clerk
ENTERPRISE HOLDINGS
04.2021 - 07.2021
Management Trainee
ENTERPRISE HOLDINGS
09.2020 - 04.2021
Online Customer Service Rep II
WELLS FARGO
08.2019 - 07.2020
Housing Consultant
THE WOODLANDS OF TUSCALOOSA
03.2017 - 05.2019
Bachelor of Science - General Studies From The College of Human Environm
The University of Alabama
Master of Science - Marketing
Southern New Hampshire University
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