LAIS COSTA
Waltham,MA
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
2
2
years of professional experience
Work History
Store Superevisor
TD Bank
05.2024 - Current
- Provided supervisory oversight to a team of advice and service colleagues in the achievement of individual and Store objectives that result in legendary Customer and colleague experiences.
- Provided day-to-day team leadership and work direction to ensure effective/efficient delivery of personalized/complex service and advice activities and/or solutions while maintaining compliance and regulatory guidelines.
- Closely monitored workflows for the teller team and platform, prioritizing tasks and delegating duties and responsibilities.
- Demonstrated understanding of bank operational policies, procedures and regulations and established expectations, delegated tasks as appropriate and educates the team on how they play a part in managing risk and protecting the bank, employees and the customers.
- Drive operational excellence in the Store, including but not limited to cash handling, vault management, control of negotiable items, preventing fraud, managing controllable expenses, promoting integrity, Customer privacy and Employee safety.
Retail Banker
TD BANK
09.2023 - 05.2024
- Proficient in products, services and routine transactions in order to identify opportunities to educate on Bank products and services to Customers and/or refer them to appropriate team member or internal Bank partners, while ensuring a positive Customer experience.
- Broad knowledge and understanding of the full product suite, services and processes of business area.
- Make product recommendations based on Customer needs and highlights product features and benefits that ultimately support Customers through challenging times and life events, save time and money, and exceed their needs.
- Utilize Customer Relationship Management tools to proactively play a key role in Customer assessments, proactively identify Customer solutions and lead-focused outbound sales activities.
- Evaluate issues, errors and problems based on practices and existing precedents or procedures.
- Engage in conversations with customers about loan products, facilitates the application intake
- Active registration status with NMLS (Nationwide Mortgage Licensing System and Registry)
Personal Banking Associate
TD BANK
07.2022 - 09.2023
- Provided exceptional customer service in both teller transactions and platform services while actively promoting and cross-selling bank products
- Advised customers on spending and saving options, serviced customers with non-complex platform needs and opened new deposit accounts.
- Contribute to the achievement of business objectives by identifying advice opportunities and referrals, enabling business growth and for Operational Excellence.
- Understand and apply operating policies and procedures.
- Supported the timely and accurate completion of business processes and procedures.
- Escalated non-standard or high-risk transactions / activities as necessary.
- Ensured documentation that is prepared / completed is accurate and properly reflects customer / business intentions and is consistent with relevant rules / regulations.
Teller
TD BANK
04.2022 - 07.2022
- Conducted needs-based conversations and offered financial solutions to meet Customers’ needs, responsible for meeting individual performance metrics and for making for making sound decisions and timely problem resolution
- Resolved problems independently, escalating more difficult issues to management
- Processed Teller transactions for Customers including servicing Customer accounts, accepting loan payments, accepting safe deposit box payments, processing sales of gift cards, cashing checks, verifying currency, balancing cash drawer, and night deposits Balances Automated Teller machines (ATMs) and Teller Cash Dispensers (TCDs)/ Teller Cash Recyclers (TCRs) as necessary
- Serviced both lobby and drive-thru Customers
Education
Bachelor of Civil Engineering -
Unica Faculdade
Brazil12.2015
Bachelor in Production Engineering -
Faculdade Pitagoras
Brazil12.2011
Skills
- Customer Service
- Multitasking and Organization
- Operations Management
- Problem-Solving
- Team Building and Leadership
- Friendly and Positive
- Retail Security
- Delegating Work
- Cash Handling and Reconciliation
Additional Information
- Licensed Notary
- Focused on providing Legendary Service in every interaction
- Proficient with Microsoft Office - Word, Excel, PowerPoint, Outlook
- Able to solve customer issues efficiently and courteously
- Exceed my Sales every quarter with 120% of my goal.
Languages
Portuguese
Native or Bilingual
English
Full Professional
Spanish
Limited Working
Timeline
Store Superevisor
TD Bank
05.2024 - Current
Retail Banker
TD BANK
09.2023 - 05.2024
Personal Banking Associate
TD BANK
07.2022 - 09.2023
Teller
TD BANK
04.2022 - 07.2022
Bachelor of Civil Engineering -
Unica Faculdade
Bachelor in Production Engineering -
Faculdade Pitagoras
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