Malia Shelton
Martinsburg,WV
Summary
Knowledgeable and dedicated customer service professional with extensive experience in 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
5
5
years of professional experience
Work History
Sales Associate Teller
United Bank
07.2024 - Current
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
Member Service Representative
Navy Federal Credit Union
11.2021 - 05.2024
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Educated and engaged customers with new bank products and services.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
MSR Mentor
Navy Federal Credit Union
11.2021 - 05.2024
- Served as role model for mentees by demonstrating strong values and ethical standards.
- Promoted positive relationships between mentees and other peers and adults to encourage social resilience and connection.
- Assisted mentees in developing self-confidence and positive self-image.
- Assisted mentees in setting and achieving educational and career goals to encourage independence.
- Enhanced mentee performance by providing personalized guidance and support.
Retail Banker
Woodforest Bank
10.2019 - 11.2021
- Identified, marketed and recommended bank products and services to achieve individual sales.
- Welcomed customers warmly to meet banking service and transactional needs with seamless execution.
- Offered clients advice and guidance on digital and self-serve options to make banking easy, simple and fast.
- Engaged customers in needs-based conversations to identify opportunities and address banking plans and credit card needs.
- Reached out, generated appointments and built new relationships to grow business.
Education
High School Diploma -
Martinsburg High School
Martinsburg, WV05.2017
Skills
- Customer service
- Time management
- Problem-solving skills
- Multi-tasking strength
- Verbal/written communication
- Computer skills
- Independently working from home
Timeline
Sales Associate Teller
United Bank
07.2024 - Current
Member Service Representative
Navy Federal Credit Union
11.2021 - 05.2024
MSR Mentor
Navy Federal Credit Union
11.2021 - 05.2024
Retail Banker
Woodforest Bank
10.2019 - 11.2021
High School Diploma -
Martinsburg High School
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