Lawanda Daniels
Memphis,TN
Summary
Highly motivated financial specialist with over 9 years of industry and office experience, as well as 20 years of customer service expertise. Detail-oriented individual who consistently demonstrates professionalism and the ability to effectively manage multiple projects and tasks simultaneously. Proven track record of utilizing analytical skills and providing excellent service to both employers and clients. Possesses exemplary leadership qualities and excels at collaborating with individuals from diverse backgrounds, while upholding team values. Inspired and motivated professional dedicated to assisting customers in achieving financial independence. Skilled in financial analysis, audit support, account reconciliations, and collections. Proficient in preparing financial statements, monitoring controls, and completing closings. Highly detail-oriented, proactive, and diligent. Thrives on taking on new challenges and exhibits a strong work ethic, adaptability, and exceptional interpersonal skills. Capable of working effectively without supervision and quickly acquiring new skills.
Overview
22
22
years of professional experience
Work History
Customer Service Representative
Memphis Light, Gas, and Water
06.2014 - 07.2023
- Performed administrative tasks such as filing paperwork, updating databases and generating reports
- Maintained detailed records of customer interactions, transactions and comments for future reference
- Provided exceptional customer service to ensure customer satisfaction
- Resolved complex problems by working with other departments to provide solutions that meet customer needs
- Conducted regular follow-up calls with customers after resolving their issues
- Provided accurate information about products and services to customers
- Resolved customer complaints promptly and efficiently
- Maintained a high level of professionalism when dealing with difficult customers
- Developed strong relationships with customers by providing personalized assistance and support
- Gathered customer feedback through surveys and used the data to improve customer service
- Answered customer inquiries via phone, email, and chat
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support
- Developed positive relationships with customers through friendly interactions
- Provided excellent customer service to resolve customer complaints in a timely manner
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
Member Service Representative
FAA Credit Union
01.2014 - 06.2014
- Provided guidance to members on how best to use products or services offered by the organization
- Greeted customers in a friendly and professional manner
- Answered incoming calls regarding membership benefits and services
- Verified identity information on new accounts using established procedures
- Assisted with the opening of new accounts and processed account maintenance requests
- Responded promptly to emails from members seeking assistance
- Tracked customer feedback through surveys or other methods to identify trends or areas of improvement
- Performed cash handling duties such as deposits and withdrawals for members' accounts
- Maintained accurate records of member interactions and transactions
- Provided support to members regarding account inquiries, processing transactions, and resolving issues
- Processed loan applications and documented loan decisions according to policy requirements
- Identified opportunities for cross-selling additional products or services based on member needs
Accounts & Payroll Manager
Draine & Associates
01.2013 - 06.2014
- Assisted with audits related to compensation plans by providing requested documents in a timely manner
- Audited existing procedures to identify areas where improvements could be made
- Verified accuracy of employee hours worked, pay rate changes, deductions, bonuses, and other payroll data
- Reconciled monthly payroll accounts to ensure accurate payments to employees
- Processed requests from employees related to direct deposit enrollment or address changes
Assistant Store Manager
The Children's Place
01.2012 - 01.2013
- Motivated and inspired sales associates to build brand loyalty and create a positive store environment
- Helped fuel the growth of the business through internal promotions by developing future leaders of the organization
- Trained associates and monitored compliance to all company standard operating procedures (SOPs)
- Suggested additional and appropriate products and services to customers
- Modeled, encouraged and demonstrated exceptional customer service behaviors
- Assessed performance and provided the appropriate level of feedback daily and through Performance Reviews
- Retained and deepened relationships with new and existing customers to ensure cross-sell of deposits, credit, convenience and personal products
- Acquired business by prospecting in and out of the assigned branch/cluster to expand the customers base (outside marketing and sales)
- Trained and mentored the entire branch team to uncover sales opportunities among both current and potential customers
- Identified consumer product opportunities among the business owner and referred to Business Banker, Financial Advisors and other specialists to effectively capture
- Increased Branch P&L growth by working with the branch's existing book of customers to ensure business and personal cross-sell, capture of entire relationship, and improved customer retention to increase branch balance and revenue growth
- Ensured proper recruitment and training of newly hired employees
- Established procedures for custody and control of assets, records, loan collateral and securities to ensure safekeeping
- Contacted customers and business, community and civic organizations to promote goodwill and generate new business
- Provided business strategies to boost sales volume by 10%
- Ensured the opening and closing of the branch and other operational tasks
Personal Banker/Financial Advisor
JP Morgan & Chase
01.2009 - 01.2011
Financial Sales Specialist
1st Tennessee Bank
01.2007 - 01.2009
Assistant Branch Manager
SunTrust Bank
01.2006 - 01.2007
Teller II/Teller Supervisor
Regions/Union Planters Bank
01.2002 - 01.2004
Education
High School Diploma -
Whitehaven High School
Memphis, TN01.2000
Skills
- Microsoft Word
- Microsoft PowerPoint
- Microsoft Outlook
- Microsoft Excel
- Customer Service
- Strength in research
- Bookkeeping skills
- Problem-solving abilities
- Critical Thinking
- Conflict Resolution
- Complaint resolution
Timeline
Customer Service Representative
Memphis Light, Gas, and Water
06.2014 - 07.2023
Member Service Representative
FAA Credit Union
01.2014 - 06.2014
Accounts & Payroll Manager
Draine & Associates
01.2013 - 06.2014
Assistant Store Manager
The Children's Place
01.2012 - 01.2013
Personal Banker/Financial Advisor
JP Morgan & Chase
01.2009 - 01.2011
Financial Sales Specialist
1st Tennessee Bank
01.2007 - 01.2009
Assistant Branch Manager
SunTrust Bank
01.2006 - 01.2007
Teller II/Teller Supervisor
Regions/Union Planters Bank
01.2002 - 01.2004
High School Diploma -
Whitehaven High School
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