MacKenzie Poston
Cumming,GA
Summary
Driven professional with a track record of enhancing client satisfaction and retention at BANK OZK through exceptional communication and client relations skills. Excelled in money handling and account management, achieving significant improvements in operational efficiency. Demonstrated strong empathy and teamwork, contributing to a collaborative work environment and positive customer outcomes.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Client Service Specialist
BANK OZK
Cumming, GA
03.2023 - Current
- Provided knowledgeable service and support for all customer needs.
- Maintained detailed records of client interactions, facilitating seamless handoffs between team members when necessary.
- Cultivated professional relationships with clients utilizing assessments tools and engaging customers in meaningful conversations to uncover needs, make appropriate recommendations and submit referrals to line of business partners.
- Facilitated and processed account transactions accurately and efficiently to minimize errors and reduce fraud.
- Enhanced client satisfaction by promptly addressing inquiries and resolving issues.
- Managed client accounts with attention to detail, ensuring accurate billing and recordkeeping.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Demonstrated competency and accountability to maintain banking center operational standards, ensuring compliance with internal controls, operational procedures, and risk management.
- Balanced staff and vault at end of day and secured monies in accordance with established procedures.
- Managed high volumes of cash movement accurately, supporting the ongoing operation of the branch effectively.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Executed wire transfers, stop payments and account transfers.
Donation Specialist
The Place Of Forsyth
Cumming, GA
09.2019 - 12.2022
- Evaluated records and risk assessment information for preliminary donor eligibility.
- Supported local families in crisis by advocating for needed donations.
- Managed interactions with donors and donation center personnel to achieve goals.
- Conducted dynamic presentations to internal and external customers, partners and executive leadership.
- Planned and completed group projects, working collaboratively with others
- Created and maintained a friendly and engaging atmosphere for staff, volunteers, and community service workers
- Utilized efficient method of sorting, processing, and pricing to sell quality donations and recycled less quality donations
- Exceeded customer satisfaction by finding creative solutions to problems
- Supervised and evaluated a large group of community service workers
- Provided excellent service and attention to customers when face-to-face and via phone conversations
- Greeted donors with a cheerful outlook when receiving donations
- Ensured that the warehouse and thrift store were cleaned and organized
- Performed related duties and tasks as requested
Office Intern
The Place Of Forsyth
Cumming, GA
01.2019 - 09.2019
- Supported daily operations, contributing to a well-organized and efficient work environment.
- Sorted, organized, and maintained files.
- Maintained client confidentiality while handling sensitive information professionally and securely.
- Word-processed documents by editing, proofreading and scanning documents.
- Maintained accurate records and files pertaining to departmental areas of responsibility
- Supported various program activities, assisted with administrative tasks
- Assisted with end-of-year accounting and internal audit processing and filing
- Performed related administrative duties and tasks as requested
- Supported various company departments by answering phones, faxing, copying packets, and mailing correspondence.
- Handled incoming phone calls on high-volume, multi-line phone system.
- Increased office organization through diligent upkeep of supply inventory and placing orders as needed.
Education
Associate of Science - Medical Assisting
Lanier Technical College
Cumming05.2024
Skills
Telephone skills
Attention to Detail
Money Handling
Exceptional communication
Documentation skills
Microsoft expertise
Client Retention Strategies
Client Relations
Payment Processing
Sales Strategies
Account Management
Teamwork and Collaboration
Accomplishments
- Ambassador of adolescent life coaching model and curriculum, The Orange Duffel Bag Initiative
- Provided supervisor overrides and assistance for team members transactions and account maintenance.
- Vault teller
Certification
- Certified Medical Administrative Assistant (CMAA) - National Healthcareer Association.
- Certified Medical Assistant (CMA)- Medical Billing and Coding Graduate
Timeline
Client Service Specialist
BANK OZK
03.2023 - Current
Donation Specialist
The Place Of Forsyth
09.2019 - 12.2022
Office Intern
The Place Of Forsyth
01.2019 - 09.2019
Associate of Science - Medical Assisting
Lanier Technical College