Khalia Hopkins

• Acted as the primary contact for commercial banking clients, ensuring a high level of service and satisfaction through proactive support and relationship management.

• Supported client onboarding processes, assisted with account setup, and provided guidance on various banking services and products.

• Collaborated with internal teams to identify and resolve client issues efficiently, leveraging technical tools and resources to meet client needs.

• Documented client interactions and managed records in compliance with bank standards, maintaining accurate and updated information for seamless operations.

• Contributed to sales efforts by identifying upselling opportunities within client interactions, enhancing the overall client relationship.

• Managed client accounts with attention to detail, ensuring compliance with regulatory requirements and bank policies.

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Supported banking projects with advanced skills in document management, customer relations and reporting.
• Communicated with clients regarding account services, statements, and balances.
• Educated customers on use of banking website and mobile apps.
• Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
• Answered telephone inquiries on checking and savings accounts, loans and lines of credit.

• Designed and created new efficiencies enabling end-to-end processes and solved any service disruptions to work seamlessly with the overall aim to optimize agents' cost.
• Responsible for ensuring Western Union Money Transfer services are deployed with business partners effectively.
• Contributed to the development and optimization of sales, support tools, and efficiently managed network database.
• Participated and implemented global service delivery projects at regional level, providing product-related communication and improving the level of service brought to WU agents/partners.
• Provided agent training and handled daily issues addressing them to appropriate solution providers to ensure proper resolutions.

• Developed and actualized customer service initiatives to decrease wait times.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Provided primary customer support to internal and external customers.
• Offered basic technical support for clients on wide range of company products.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Responded promptly to incoming sales leads and requests for technical support.
• Submitted service tickets for equipment maintenance requests.