Martha Palmer
Milltown,NJ
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
21
21
years of professional experience
Work History
Executive-assistant
Self Employed Services
01.2012 - Current
- Handled confidential and sensitive information with discretion and tact.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Organized and coordinated conferences and monthly meetings.
- Processed travel expenses and reimbursements for executive team and senior management group.
- Answered high volume of phone calls and email inquiries.
- Screened calls and emails and responded accordingly to support executive correspondence.
- Used advanced software to prepare documents, reports, and presentations.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Facilitated training and onboarding for incoming office staff.
- Conducted research and analyzed data to provide detailed reports on various business topics.
- Filed paperwork and organized computer-based information.
- Updated and maintained confidential databases and records.
- Worked with senior management to initiate new projects and assist in various processes.
- Created and managed office systems to efficiently deal with documentation.
- Handled incoming and outgoing mail, email and faxes.
- Took notes and dictation at meetings.
- Volunteered to help with special projects of varying degrees of complexity.
- Promoted team productivity by keeping supplies organized and well-stocked.
Assistant Branch Manager
PNC Bank
06.2008 - 09.2011
- Trained and developed new team members in alignment with branch service standards and objectives.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Developed and managed employee schedules, balancing individual requests and requirements with business needs.
- Demonstrated knowledge of branch financial products, loans and lines of credit.
- Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals.
- Built rapport with account holders by reaching out with product recommendations and account updates.
- Developed sales strategy to meet established sales objectives.
- Collaborated with tellers, universal bankers and personal bankers to exceed sales goals.
- Facilitated customer satisfaction by executing personal communication and frequent follow-ups.
- Maintained friendly and professional customer interactions.
- Assessed employee performance and developed improvement plans.
- Engaged employees in business processes with positive motivational techniques.
- Complied with regulatory guidelines and requirements.
Customer Service Representative
Magyar Bank
02.2003 - 06.2008
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Promoted available products and services to customers during service, account management, and order calls.
- Managed timely and effective replacement of damaged or missing products.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Developed and updated databases to handle customer data.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Education
Bachelor Of Public Affairs And Policy Management - Public Administration And Services
Rutgers, The State University of New Jersey
Newark, NJSkills
- Human Resources Law
- Adobe Systems Adobe Acrobat
- Mail Handling
- Proper Phone Etiquette
- Appointment Scheduling Software
- Project Planning
- Advanced MS Office Suite Proficiency
- Excel Spreadsheets
- Social Media Knowledge
- Business Correspondence
- Sorting and Labeling
- Report Analysis
- Google Docs
- Coordinate Events
- Accounting Techniques
- Conflict Management
- Microsoft Project
- Labor Relations
- Employee Training
- Financial Management
- Executive Support
- Compensation and Benefits
- Legal Administrative Support
- Reading Comprehension
- Performance Improvement
- Financial Services
- Critical Thinking
- Office Administration
- Speaking
- Service-Orientation
- Microsoft Dynamics
- Apple macOS
- Executive Presentation Development
- Personnel Management
- Judgment and Decision-Making
Languages
Spanish
Native or Bilingual
Timeline
Executive-assistant
Self Employed Services
01.2012 - Current
Assistant Branch Manager
PNC Bank
06.2008 - 09.2011
Customer Service Representative
Magyar Bank
02.2003 - 06.2008
Bachelor Of Public Affairs And Policy Management - Public Administration And Services
Rutgers, The State University of New Jersey
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