Lawanna McWilliams

• Resolved customer inquiries regarding banking products and services, enhancing overall customer satisfaction.
• Managed high-volume calls, maintaining composure and professionalism in fast-paced environment.
• Collaborated with team members to streamline call handling processes, improving operational efficiency.
• Provided training to new representatives on systems and best practices for customer interactions.

• Applied strong leadership and problem-solving skills daily to assist agents .
• Conducted performance evaluations and provided constructive feedback to enhance agent productivity.
• Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
• Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.

• Troubleshoot customer inquiries regarding credit account.
• Handle complex inbound account issues.
• Review new account applications from multiple channels.
• Assist with improving team morale as team leader.

• Manage staff and utilize creative problem-solving skills.
• Provide excellent customer service and exceed member expectations.
• Research items in accounts, daily processing of wire transfers, debit card disputes, daily reports for balancing and incoming returns, overdrafts, charge-offs, NSFs, etc.
• Troubleshoot daily operation errors.

• Provide an optimal level of customer service and consultative needs-based selling to secure new clients.
• Effectively follow up with clients and prospective clients to build relationships.
• Support day-to-day operations.
• Demonstrate project management by organizing, planning, and conducting in-bank events such as; volunteer Hours, Customer Appreciation Day, and in-branch chamber events.

• Promoted three times for positive service attitude, surpassing sales goals, leadership skills, and tenaciousness.

Retail Assistance Staffing Coordinator/Assistant Manager (2015 - 2016)

• Assisted and managed daily operations across 13 locations across Oklahoma and Kansas.

Senior Personal Banker (2015)

• Performed advanced duties and support to branch operational activities and financial services.

Personal Banker (2013 - 2015)

• Generated new sales through cold calling, networking, and referrals.

Retail Banker- Teller (2011-2013)

• Perform daily teller transactions.