Markita Hardy
Charlotte,NC
Summary
To obtain a challenging position in a company; which provides opportunities for increased personal and professional growth and advancements. Top-notch Relationship Banker with solid background in banking and finance. Effective at building positive relationships with clients, achieving sales goals and providing excellent customer service. Strong communication and interpersonal skills committed to making customers understand financial needs, goals and options.
Overview
24
24
years of professional experience
Work History
Loan Processor
Wells Fargo Bank
01.2020 - Current
- Reviewed loan files for completeness, identified missing documentation, and generated condition lists for applicants.
- Processed loans within various departments to achieve timely, accurate, and fair proceedings.
- Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
- Set up and completed loan submission packages.
- Collaborated with loan officers to develop strategies for managing loan application processing.
Restaurant Owner
Ocean Reef Seafood
04.2013 - 08.2016
- Sourced vendors, negotiated contracts, and managed efficient deliveries of high-quality supplies.
- Set employee schedules, delegated work, and monitored food quality and service performance.
- Continuously evaluated business operations to effectively align workflows for optimal area coverage and customer satisfaction.
- Created and deployed successful strategies to boost restaurant performance, streamline food prep processes and reduce waste.
- Identified team weak points and implemented corrective actions to resolve concerns.
- Led restructuring of restaurant menu and interior design, resulting in increased customer satisfaction and profits.
- Supervised daily activities of restaurant and six employees.
Personal Banker
Wells Fargo Bank
01.2010 - Current
- Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Continually boosted branch production and revenue by 10% by consistently meeting all monthly and quarterly sales goals.
- Cultivated strong customer relationships by providing tailored advice and services.
- Adapted products and services to suit customers' changing financial circumstances.
- Analyzed customers' financial information to deliver personalized account guidance.
- Implemented strategies to increase customer retention, enabling investment growth.
Customer Sales & Service Representative
Wells Fargo
01.2009 - 01.2010
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Maintained and managed customer files and databases.
- Scheduled appointment to resolve more complex issues.
Bank Teller
Wells Fargo
01.2008 - 01.2010
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Educated customers on use of banking website and mobile apps.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Processed customer transactions promptly, minimizing wait times.
- Logged cashier's checks and other transactions to maintain accurate account records.
- Provided customer records, account statements and copies of checks.
Quality Analyst
ACS
01.2007 - 01.2008
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Developed and maintained quality assurance procedure documentation.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Defined and implemented quality initiatives to reduce risk.
- Performed standard first article inspections and random sampling inspections to verify adherence to customer standards.
Customer Service Representative
ACS
01.2006 - 01.2007
- Responded to customer requests for products, services, and company information.
- Tracked customer service cases and updated service software with customer information.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Bank Teller
Bank of America
01.2005 - 01.2006
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Processed customer transactions promptly, minimizing wait times.
- Logged cashier's checks and other transactions to maintain accurate account records.
- Provided customer records, account statements and copies of checks.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
Assistant Manager
Timothy’s Jewelry
01.2001 - 01.2003
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Mentored team members to enhance professional development and accountability in workplace.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Generated repeat business through exceptional customer service.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Supervised day-to-day operations to meet performance, quality and service expectations.
Education
Bachelor of Science - Business And Management
University of Phoenix
Online01.2011
Associate of Science - Criminal Justice
Erie Community College
Buffalo, NY01.2003
High School Diploma -
McKinley High School
Buffalo, NY01.1998
Skills
- Relationship Building
- Consumer Lending
- Relationship Management
- Portfolio Management
- Financial Planning
- Escalation management
- Deductive Reasoning
- Interpersonal Communication
- Organizational Skills
- Teller Support
- Critical Thinking
- Regulatory Compliance
Languages
English
Timeline
Loan Processor
Wells Fargo Bank
01.2020 - Current
Restaurant Owner
Ocean Reef Seafood
04.2013 - 08.2016
Personal Banker
Wells Fargo Bank
01.2010 - Current
Customer Sales & Service Representative
Wells Fargo
01.2009 - 01.2010
Bank Teller
Wells Fargo
01.2008 - 01.2010
Quality Analyst
ACS
01.2007 - 01.2008
Customer Service Representative
ACS
01.2006 - 01.2007
Bank Teller
Bank of America
01.2005 - 01.2006
Assistant Manager
Timothy’s Jewelry
01.2001 - 01.2003
Bachelor of Science - Business And Management
University of Phoenix
Associate of Science - Criminal Justice
Erie Community College
High School Diploma -
McKinley High School