Matthew Rozanski
Ridgewood,NY
Summary
Personable and dedicated Customer Service Representative with extensive experience in banking. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Expert professional with great technical and mechanical abilities. Resolves faults by troubleshooting, diagnosing, and fixing diverse problems. Adapts easily to challenges of each work assignment.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Branch Banking Client Consultant
Flagstar
Ridgewood , NY
2024.02 - Current
- Researched best practices across industries for use in client engagements.
- Collaborated closely with other departments on projects related to client satisfaction.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed positive relationships with customers through friendly interactions.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Conducted regular follow-up calls with customers after resolving their issues.
Store Supervisor
TD Bank NA
New York , NY
2022.12 - 2023.11
- Organized training sessions for new employees on best practices in order fulfillment processes.
- Developed operational strategies for efficient management of inventory and personnel.
- Resolved customer complaints regarding storage and delivery of goods.
- Provided customer service and support to clients regarding banking products and services.
- Performed risk assessments on customers to ensure compliance with anti-money laundering regulations.
Branch Operations Coordinator
New York Community Bank
New York , NY
2021.01 - 2022.12
- Set and reinforced consistent and compliant control and operational policies for accounts tracking, reconciliation and reporting.
- Negotiated contract terms and rates with banking institutions to increase profitability.
- Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
- Resolved interpersonal conflicts by listening, finding common ground and building relationships.
- Created agendas and communication materials for team meetings.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Motivated and encouraged team members to communicate more openly and constructively with each other.
Customer Service Representative
Ridgewood Savings Bank
Ridgewood , NY
2017.12 - 2020.08
- Evaluated customer account information to assess current issues and determine potential solutions.
- Set up and activated customer accounts.
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
- Reviewed account and service histories to identify trends and issues.
- Exceeded corporate cross-sell ratios using advanced knowledge of products and services
Bank Teller
Ridgewood Savings Bank
Ridgewood , NY
2017.02 - 2017.12
- Conducted special service and account transactions for customers, including ordering checks and placing stop payment orders.
- Cashed customer checks, including verifying identification and checking account balances in accordance with bank policy.
- Received cash and checks for deposit, including verifying amounts and endorsements and examining cash to prohibit acceptance of counterfeit bills.
Cashier/Clerk/Produce Clerk
Stop & Shop
Glendale , NY
2011.07 - 2017.03
- Helped customers find specific products, answered questions and offered advice.
- Learned roles of other departments to provide coverage and keep store operational.
- Maintained high productivity by efficiently processing cash, credit, debit and voucher program payments for customers.
Education
High School Diploma -
Academy of American Studies
Long Island City, NY06.2010
Bachelor of Arts - Journalism
Baruch College of The City University of New York
New York, NY06.2016
Skills
- Customer relations
- Problem-solving abilities
- Adaptive team player
- Sales expertise
- Active listening
- Advanced Product Knowledge
- Experience in KYC Business Profiles
- MS Excel
- Microsoft Windows and Office
- Operating systems
- Client Service
- Computers and electronics
Certification
- CompTIA A+ (220-1101) Core 1 completed
- CompTIA A+ (220-1102) Core 2 expected 2024
Timeline
Branch Banking Client Consultant
Flagstar
2024.02 - Current
Store Supervisor
TD Bank NA
2022.12 - 2023.11
Branch Operations Coordinator
New York Community Bank
2021.01 - 2022.12
Customer Service Representative
Ridgewood Savings Bank
2017.12 - 2020.08
Bank Teller
Ridgewood Savings Bank
2017.02 - 2017.12
Cashier/Clerk/Produce Clerk
Stop & Shop
2011.07 - 2017.03
High School Diploma -
Academy of American Studies
Bachelor of Arts - Journalism
Baruch College of The City University of New York
- CompTIA A+ (220-1101) Core 1 completed
- CompTIA A+ (220-1102) Core 2 expected 2024
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