Summary
Overview
Work History
Education
Skills
Accomplishments
Hobbies
Timeline
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Laura Fullman

Mamaroneck, NY,NY

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the banking industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

7
7
years of professional experience

Work History

Customer Experience Associate

Reach Financial
05.2022 - Current
  • Drafted written correspondence and sent electronic information to customers regarding billing information and current promotions.
  • Trained new customer service agents on policies and procedures to support favorable customer experiences.
  • Documented customer interactions in internal database to maintain customer service history details.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
  • Suggested operational improvements to enhance quality, improve production times and reduce costs.

Loan Closer

Liberty SBF
04.2021 - 03.2022
  • Delivered positive customer experiences and successful deal closures through open, constructive communications.
  • Built constructive relationships with customers to understand and capitalize on personalized preferences.
  • Stayed up to date on loan regulation changes, processing loan applications in compliance with current laws.
  • Affirmed loan document accuracy to protect lenders from potential fraud.
  • Interviewed loan applicants to obtain personal and financial data to assist in completing applications.

Personal Banker

TD Bank
07.2018 - 04.2021
  • Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
  • Cross-sold bank products and services to meet customer needs and provide options.
  • Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
  • Followed up with customers to gather feedback and provide additional assistance.
  • Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
  • Expanded client base by promoting new financial products.
  • Monitored customer accounts to detect irregularities or suspicious activity.

Hostess

Sedona Taphouse
10.2016 - 10.2017
  • Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
  • Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
  • Answered customer questions about hours, seating, and menu information.
  • Supported servers, food runners, and bussers with keeping dining area ready for every guest.
  • Monitored seating area and checked restrooms regularly to keep spotless.
  • Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
  • Organized, stocked and cleaned establishment's front lobby during shifts to maintain welcoming appearance.

Education

No Degree - Organizational Leadership

Fordham University
The Bronx, NY

GED -

New Rochelle High School
New Rochelle, NY

Skills

  • Conflict Resolution Techniques
  • Customer Experience Improvement
  • Financial Transactions
  • Regulatory Compliance
  • Client Relationships
  • Efficient Service
  • Bank Secrecy Act
  • Performance Goals
  • Call Center Customer Service
  • Microsoft Office
  • High-Volume Environments

Accomplishments

In early 2023, my team achieved a prestigious silver award for The 21st Annual American Business Awards for outstanding customer service department of the year

Hobbies

I have always had a love for the arts. Several years ago, I started doing makeup for fun in my spare time. Additionally, I started working with makeup artists in a haunted house, where I participated in acting and special effects makeup. To current date, I still get involved for events and parties especially during the month of October.

Timeline

Customer Experience Associate

Reach Financial
05.2022 - Current

Loan Closer

Liberty SBF
04.2021 - 03.2022

Personal Banker

TD Bank
07.2018 - 04.2021

Hostess

Sedona Taphouse
10.2016 - 10.2017

No Degree - Organizational Leadership

Fordham University

GED -

New Rochelle High School

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Laura Fullman