Marlana Belfiore
Glassport,USA
Summary
Accomplished professional with a proven track record at PNC Bank, excelling in customer service, problem-solving, and leadership. Enhanced team efficiency and client satisfaction through innovative solutions and technical expertise. Mentored colleagues to improve internal processes and conflict resolution. Committed to fostering a culture of excellence and continuous improvement.
Overview
7
7
years of professional experience
Work History
Online Banking Tier 3 Escalations
PNC Bank
Pittsburgh, PA
11.2023 - Current
- Maintained up-to-date knowledge of industry trends and emerging technologies to provide informed recommendations for internal process improvements and external client consultations
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively
- Mentored internal partners, enhancing their problem-solving skills and product knowledge
- Decreased call resolution times for Tier 3 support by implementing efficient troubleshooting methods
Inbound Retail Support Analyst
PNC Bank
Pittsburgh, PA
05.2021 - 11.2023
- Identified clear connections between policies and business results to eliminate or reduce confusion and help employees achieve goals
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team
Business Banking Consultant
PNC Bank
Pittsburgh, PA
04.2020 - 05.2021
- Delivered exceptional customer service by promptly addressing inquiries, resolving issues, and maintaining open communication channels with clients
- Monitored account activity and identified suspicious transactions, taking appropriate action to prevent fraud
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services
Customer Service Representative
PNC Bank
Pittsburgh, PA
12.2017 - 04.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Assisted colleagues in resolving complex issues, fostering a collaborative work environment that promoted continuous learning and professional development among peers
- Provided exceptional customer service through clear explanations of various loan products and services available
Interim Team Lead - Loan Servicing
PNC Bank
Pittsburgh, PA
10.2019 - 01.2020
- Trained new team members by relaying information on company policies and procedures
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times
- Coached team members in techniques necessary to complete job tasks
Education
Master of Science - Finance
Purdue University
West Lafayette, IN12.2021
Bachelor of Arts - Business Administration
California University of Pennsylvania
California, PA05.2014
Associate of Applied Science - Accounting
Business Careers Institute
Greensburg, PA10-1998
Skills
- Customer Service
- Active Listening
- Effective Communication
- Critical Thinking
- Training and mentoring
- Product Troubleshooting
- Technical Troubleshooting
- Microsoft Windows and Office
- Verint
- Spirit
- Edge
- Host
- Tableau
Accomplishments
- Market All-Star 2024
- Retail Elite 2024
- I-Lead Honorable Mention 4th Quarter 2023
- I-lead Winner 2nd Quarter 2019
- I-lead Winner 4th Quarter 2018
- Top 5 team performer
Volunteer Experience
- PNC Grow Up Great
- SWPA Racial and Social Justice
- 2ICBT Family Readiness Group - President
- 2ICBT Family Readiness Group - Vice President
- Bullskin Township Community Fair
References
References available upon request.
Timeline
Online Banking Tier 3 Escalations
PNC Bank
11.2023 - Current
Inbound Retail Support Analyst
PNC Bank
05.2021 - 11.2023
Business Banking Consultant
PNC Bank
04.2020 - 05.2021
Interim Team Lead - Loan Servicing
PNC Bank
10.2019 - 01.2020
Customer Service Representative
PNC Bank
12.2017 - 04.2020
Master of Science - Finance
Purdue University
Bachelor of Arts - Business Administration
California University of Pennsylvania
Associate of Applied Science - Accounting
Business Careers Institute
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