Lanisha Kennedy

• Resolved customer inquiries through effective communication and problem-solving techniques.
• Collaborated with teams to streamline resolution processes and improve service quality.
• Analyzed complex cases to identify root causes and recommend solutions.
• Built strong relationships with consumer and small business customers by resolving complex account concerns and providing financial guidance, Conduct needs-based discussions to identify customer goals and recommend appropriate banking solutions.

• Educate customers on fraud prevention, digital banking tools, and account security to improve financial confidence.

• Mentor team members and promote consistent adherence to policies, procedures, and compliance standards.

• Processed incoming and outgoing mail for efficient delivery.
• Operated sorting machines to categorize mail accurately.
• Delivered front-line customer service, processed transactions, and safeguarded sensitive financial information in a fast-paced environment.

• Supervised daily operations of customer service collection team.
• Trained staff on effective collection strategies and communication techniques.
• Managed customer inquiries and disputes regarding account balances.

• Managed daily branch operations, ensuring adherence to banking regulations and fostering a compliant environment.
• Trained and developed staff to improve customer service quality and streamline operational processes.
• Oversaw cash management processes to maintain accurate cash levels and security.
• Developed and maintained customer relationships, facilitated account services, and assisted with banking transactions while promoting suitable financial products.