Maria Kumar
Hackettstown,NJ
Summary
Client services and operations expert with a focus on enhancing process efficiency and compliance within financial services. History of leveraging analytical skills and team mentorship to drive improvements in service quality, productivity, and customer engagement.
Overview
20
20
years of professional experience
Work History
Business Specialist
American Express
Remote
09.2019 - 06.2026
- Managed complex customer and business client needs in high-volume remote financial services environment, delivering timely and accurate resolutions while maintaining compliance standards.
- Served as escalation point for intricate customer issues, reviewing service requests and researching account activities to determine root causes and enhance resolution strategies.
- Collaborated with cross-functional teams, including operations and compliance, to resolve issues and implement process improvements.
- Coached team members and new hires through performance reviews and knowledge sharing, reinforcing operational standards to elevate team capabilities.
Banking Specialist
TD Bank
Roxbury, NJ
08.2016 - 08.2019
- Managed customer financial information and transactions to support efficient financial services operations.
- Managed competing priorities using financial tools to allocate resources effectively.
- Analyzed operational reports to identify trends and risks, enabling proactive improvements.
- Collaborated with internal partners to resolve operational issues, enhancing overall process efficiency.
Assistant Store Manager
AT&T
Morristown, NJ
09.2013 - 07.2016
- Directed daily operations and client service in high-volume environment, balancing workloads and priorities to ensure timely service delivery.
- Coached and mentored team members informally, reinforcing service standards and operational procedures to enhance overall team performance.
- Acted as first escalation point for complex customer issues, researching concerns and determining solutions per company policies.
- Monitored team performance metrics to identify productivity gaps and supported process improvements, contributing to operational efficiency.
Retail Sales Supervisor
Verizon
Garden City, NY
05.2006 - 08.2013
- Supervised daily customer service and operational activities across multiple locations, coordinating schedules and prioritizing workloads to maintain productivity and service standards.
- Trained and mentored employees on operational procedures and customer service, supporting onboarding and contributing to employee development.
- Managed escalated customer inquiries and service issues, using research, problem-solving, and sound judgment to determine appropriate resolutions while maintaining compliance with company policies.
- Reviewed performance and customer feedback to identify trends and recommend improvements to workflows and customer interactions.
Education
BBA - Business Administration And Management
Hofstra University
Hempstead, NY12-2011
Skills
- Financial management
- Operations analysis
- Process optimization
- Risk assessment
- Technology integration
- Problem resolution
- Productivity analysis
- Workload prioritization
- Escalated issues
- Client leadership
- Cross-team collaboration
- Coaching and mentoring
- Performance evaluation
- Training programs
- Relationship management
- Microsoft Office
Timeline
Business Specialist
American Express
09.2019 - 06.2026
Banking Specialist
TD Bank
08.2016 - 08.2019
Assistant Store Manager
AT&T
09.2013 - 07.2016
Retail Sales Supervisor
Verizon
05.2006 - 08.2013
BBA - Business Administration And Management
Hofstra University