Mary Schneider
Oak Creek,WI
Summary
Dynamic customer service professional with a friendly demeanor and strong problem-solving skills, previously at BMO. Proven track record in enhancing customer satisfaction and driving sales through effective communication and teamwork. Adept at managing complex inquiries and implementing innovative solutions to elevate the customer experience.
Overview
11
11
years of professional experience
Work History
Internal Contact Center
BMO
10.2022 - Current
- Assisted clients and prospects by delivering exceptional service to enhance customer satisfaction. Supported customer needs with customized financial solution suggestions. Collaborated with branch teams and partners to improve overall customer experience.
- Managed customer inquiries and transactions to ensure efficient processing of banking service requests.
- Facilitated client adoption of digital and self-service banking solutions to optimize operational efficiency.
- Directed escalation processes for unresolved customer inquiries to enhance service efficiency.
- Streamlined online banking transaction management and reconciliation processes to enhance coordination between treasury and branch units.
- Oversaw administration of service requests and queries to uphold compliance with service level agreement standards.
- Spearheaded collaboration among diverse branch and market teams to enhance adaptability and responsiveness to market fluctuations.
- Facilitated comprehensive consultations to identify and address customer preferences in personal banking and credit card services.
- Developed and maintained structured work information systems to ensure documentation accuracy and comprehensiveness.
- Analyzed customer feedback and developed targeted strategies to improve overall customer experience.
- Championed initiatives to drive business success and improve customer interactions.
- Assisted in coordinating operations among branches and channels to effectively respond to market needs. Supported enhancements in weekly scheduling processes to improve coverage for various hours and shifts.
- Directed and optimized risk and compliance procedures to ensure protection of customer assets.
- Conducted thorough analysis and monitoring of transaction patterns to detect potential money laundering activities.
- Monitored compliance with legal and ethical standards to protect bank assets.
- Identified and resolved initial issues in accordance with established guidelines to ensure prompt escalation of complex problems.
- Articulated complex concepts with precision and impact through verbal and written communication channels.
- Exhibited proficiency in rapidly acquiring new skills and adapting to evolving workplace demands.
- Directed management of night, weekend, and holiday shifts to enhance operational flexibility.
- Assisted customers with debit card inquiries and digital banking access. Supported users in updating login information and addressing changes. Provided troubleshooting for digital banking issues and password resets. Verified potential fraud cases to enhance security measures.
Financial Retirement Representative
Empower Retirement
Milwaukee, WI
01.2021 - 09.2022
- Conducted informative sessions on retirement plans and investment options, enhancing clients' understanding of financial strategies.
- Oversaw enrollment operations for new participants, guaranteeing alignment with regulatory requirements.
- Established effective communication pathways between clients and plan providers, significantly reducing inquiry response delays.
- Interpreted client data to develop tailored retirement plans that address specific financial goals and aspirations.
- Achieved high customer satisfaction by providing excellent service for retirement savings accounts in call center. Empowered clients through education without resorting to cold calls or sales. Delivered critical updates and changes regarding retirement plans promptly. Streamlined processing of contribution changes, loans, and withdrawals. Enhanced customer experience by managing account changes as per client requests.
Contact Center Representative
HSA Bank, Webster Bank
Milwaukee, WI
09.2018 - 01.2019
- Processed account excess contributions and facilitated removal of internal transfers. Assisted with account adjustments, contribution corrections, and refunds. Supported timely processing of death and divorce payments.
- Streamlined processing of accountholder reimbursement requests to enhance operational efficiency.
- Conducted training sessions to elevate team proficiency in task execution.
- Streamlined task prioritization and execution to optimize operational efficiency.
- Assessed and refined procedures to enhance compliance and operational efficiency.
- Diagnosed and escalated systems or policy issues to appropriate stakeholders.
- Advocated for customer interests by submitting feedback through established channels.
- Exceeded established customer service standards through proactive engagement and problem resolution.
- Exhibited behaviors that align with member service standards, policies, and procedures.
- Assumed additional responsibilities as assigned by supervisor, manager, or team lead.
Sales Associate
Kay Jewelry
Greendale, WI
09.2015 - 10.2017
- Implemented effective customer service strategies that enhanced client satisfaction and fostered loyalty.
- Evaluated customer preferences and needs to recommend suitable jewelry pieces for optimal selection.
- Analyzed market trends and product offerings to deliver tailored recommendations to clients.
- Managed sales transaction processing with precision using POS systems to optimize customer checkout interactions.
- Strategically organized merchandise layouts to optimize customer engagement and encourage increased store visits.
- Implemented comprehensive training sessions for new associates, focusing on sales techniques and store policies to cultivate a collaborative team culture.
- Facilitated efficient management of returns, exchanges, and refunds, maintaining alignment with store policy.
- Provided support by volunteering for extra shifts during busy seasons to enhance team efficiency.
- Managed cash card and check transactions, ensuring accurate completion of customer purchases.
Education
High School Diploma -
Bay View High School
Milwaukee, WISkills
Teamwork and collaboration
Customer service
Problem-solving
Attention to detail
Flexible and adaptable
Excellent communication
Multitasking
Calm under pressure
Active listening
Verbal communication
Accomplishments
Top Table Receipant BMO scorecard QTR 4 2025
Timeline
Internal Contact Center
BMO
10.2022 - Current
Financial Retirement Representative
Empower Retirement
01.2021 - 09.2022
Contact Center Representative
HSA Bank, Webster Bank
09.2018 - 01.2019
Sales Associate
Kay Jewelry
09.2015 - 10.2017
High School Diploma -
Bay View High School