K'Trese Smith
Pike Road,AL
Summary
Accomplished E-Services Operation Specialist at Guardian Credit Union, adept in digital banking services and customer service management. Enhanced customer satisfaction and streamlined operations through innovative solutions, demonstrating exceptional problem-solving and teamwork skills. Achieved significant improvements in service delivery and operational efficiency, leveraging analytical thinking and organizational prowess.
Overview
13
13
years of professional experience
Work History
E-Services Operation Specialist
Guardian Credit Union
10.2023 - 06.2024
- Collected, arranged, and input information into database system.
- Generated reports detailing findings and recommendations.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Evaluated customer needs and feedback to drive product and service improvements.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Developed effective improvement plans in alignment with goals and specifications.
- Referred customers to other banking departments for specialized services.
- Educated customers on online banking and mobile banking applications.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Answered approximately 30 incoming calls on checking and savings accounts, loans, and lines of credit.
- Processed customer transactions promptly, minimizing wait times.
Service Operations Agent
Guardian Credit Union
04.2021 - 10.2023
- Informed clients of policies and procedures.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Reviewed and executed confidential documents, contracts and disclosures.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Answered approximately 80 or more incoming calls regarding account balances, transaction history, services charges, and interest rates.
- Educated customers on use of banking website and mobile apps.
- Monitored and reported suspicious activity in line with bank security policies.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Executed wire transfers, stop payments and account transfers.
- Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
Contact Center Representative
Wind Creek Casino Corporate
09.2020 - 04.2021
- Responded proactively and positively to rapid change.
- Implemented and developed customer service training processes.
- Promptly responded to inquiries and requests from prospective customers.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Night Auditor
Wind Creek Wetumpka
03.2019 - 09.2020
- Looked over pending check-ins and payment processes to complete closing procedures.
- Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive, and welcoming.
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Kept accounts in balance and ran daily reports to verify totals.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Developed and maintained positive relationships with guests for satisfaction.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Senior Customer Service Representative
Blue Novis
10.2018 - 03.2019
- Maintained strict confidentiality of bank records and client information.
- Submitted loan applications to underwriter for verification and recommendations.
- Examined customer loan applications for loan approvals and denials.
- Collaborated with other departments to promptly process loan applications.
- Negotiated loan terms to provide favorable outcomes for both customers and lenders.
- Assisted customers in understanding loan terms and conditions to make informed decisions.
- Processed loan applications and monitored progress from start to finish.
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
- Established plans and payoffs for customers' loans, prioritizing control of overall costs.
- Assisted clients with improving financial health by counseling on issues such as excessive spending and borrowing.
- Approved loan applications based on customer creditworthiness and provided detailed financial advice.
- Proactively identified solutions for customers experiencing credit issues.
- Analyzed potential risks and evaluated loan products to identify suitable options for customers.
Assistant Branch Manager
Covington Credit
03.2018 - 10.2018
- Defined clear targets and objectives and communicated to other team members.
- Identified opportunities to cross-sell and upsell loan products to customers.
- Assisted clients with improving financial health by counseling on issues such as excessive spending and borrowing.
- Followed established auditing processes to meet internal and regulatory requirements.
- Tracked funds, prepared deposits and reconciled accounts.
- Maintained integrity of general ledger and chart of accounts.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Arranged monies received in cash boxes and coin dispensers according to denomination.
- Generated monthly reports on customer activity and customer feedback.
Cosmetic Beauty Advisor
Lancome Cosmetics at Belk
08.2017 - 04.2018
- Delivered product demonstrations and sample applications, raising exposure to brand.
- Boosted satisfaction and repeat business by recommending products in alignment with customer needs.
- Applied merchandising and housekeeping procedures, adhering to corporate, and brand standards.
- Met sales goals, supporting organizational health through consistent and reliable service.
- Processed payments, entering sales in register for prompt customer service.
- Helped customers feel relaxed and comfortable through conversation and personal relatability.
- Kept work areas, tools, and equipment clean and properly sanitized to minimize disease transfer and health risk of shared environment.
- Maintained counter and display areas for cleanliness and organization.
- Followed up with customers to increase satisfaction with purchases and services.
- Developed in-depth product knowledge and kept up to date with latest trends in beauty to avail of resources and apply best practices.
- Recommended complementary purchases to customers, increasing revenue.
- Conducted product demonstrations to highlight features and redirect objections to positive aspects.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
Customer Service Representative
Sykes - Bank of America
05.2016 - 08.2017
- Managed approximately 60 incoming calls, emails and faxes per day from customers. Responded to customer requests for products, services, and company information.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Monitored account activity and identified suspicious transactions, taking appropriate action to prevent fraud.
- Handled various accounting transactions.
Unit Clerk
Baptist South Medical Center
04.2014 - 06.2016
- Answered unit calls and took messages for healthcare staff to maximize team productivity.
- Orchestrated efficient and thorough replenishment of unit supplies to handle forecasted patient loads.
- Prepared admissions charts and scanned records.
- Monitored and communicated patient dietary plans to carry out physician orders and prevent errors.
- Answered multi-line telephone system, provided information, and directed calls.
- Responded to and resolved diverse patient issues with speedy and knowledgeable assistance.
- Documented updates to patient information in medical charts while maintaining HIPAA compliance protecting confidentiality of records.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Obtained and organized medical records for office visits and scheduled labs.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
Customer Service Representative
Convergent Outsourcing - Sprint
09.2011 - 04.2013
- Connected callers with appropriate professional, department, or business.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Paid attention to detail while completing assignments.
- Gained extensive knowledge in data entry, analysis and reporting.
- Learned and adapted quickly to new technology and software applications.
Education
BBA - Business Administration
Faulkner University
Montgomery, AL08.2026
No Degree - Medical Assisting
Virginia College
Montgomery, United States05.2013
High School Diploma -
Robert E. Lee High School
Montgomery, United States08.2010
Skills
- Banking Policies and Procedures
- Digital banking products and services
- Organization and Time Management
- Teamwork and Collaboration
- Attention to Detail
- Payment Processing
- Reliability
- Customer Service Management
- Office Organization
- Problem-Solving
- Analytical Thinking
- Goal Setting
Custom
Shanay Prevo-King, 334-318-5017
Claudia Charles, 334-354-0422
Heather LeJeune, 334-221-0533
Timeline
E-Services Operation Specialist
Guardian Credit Union
10.2023 - 06.2024
Service Operations Agent
Guardian Credit Union
04.2021 - 10.2023
Contact Center Representative
Wind Creek Casino Corporate
09.2020 - 04.2021
Night Auditor
Wind Creek Wetumpka
03.2019 - 09.2020
Senior Customer Service Representative
Blue Novis
10.2018 - 03.2019
Assistant Branch Manager
Covington Credit
03.2018 - 10.2018
Cosmetic Beauty Advisor
Lancome Cosmetics at Belk
08.2017 - 04.2018
Customer Service Representative
Sykes - Bank of America
05.2016 - 08.2017
Unit Clerk
Baptist South Medical Center
04.2014 - 06.2016
Customer Service Representative
Convergent Outsourcing - Sprint
09.2011 - 04.2013
BBA - Business Administration
Faulkner University
No Degree - Medical Assisting
Virginia College
High School Diploma -
Robert E. Lee High School
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