Marlana Belfiore
Glassport,PA
Summary
Accomplished professional with a proven track record at PNC Bank, excelling in customer service and expert problem-solving. Enhanced team efficiency and client satisfaction through innovative solutions and in-depth technical knowledge. Mentored colleagues, significantly improving internal processes and conflict resolution capabilities. Demonstrated exceptional leadership in high-stress situations, fostering a culture of excellence and continuous improvement.
Overview
7
7
years of professional experience
Work History
Online Banking Tier 3 Escalations
PNC Bank
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
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
04.2020 - 05.2021
- Delivered exceptional customer service by promptly addressing inquiries, resolving issues, and maintaining open communication channels with clients.
- Verified customer identity and reviewed documentation for accuracy.
- 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
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
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
Bachelor of Science - FinTech
Purdue University
West Lafayette, IN09.2028
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 - Computerized Accounting
Business Careers Institute
Greensburg, PA10.1998
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Training and mentoring
- Product Troubleshooting
- Technical Troubleshooting
- Products and Services Knowledge
- Analyzing data
Accomplishments
Market All-Star 2024
Retail Elite 2024
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
Bachelor of Science - FinTech
Purdue University
Master of Science - Finance
Purdue University
Bachelor of Arts - Business Administration
California University of Pennsylvania
Associate of Applied Science - Computerized Accounting
Business Careers Institute