Maya Cooke-Tracey
Summary
Customer-focused banking professional with a proven track record of delivering exceptional service, fostering strong client relationships, and consistently exceeding performance goals. Skilled in identifying customer needs, offering tailored financial solutions, and promoting products and services that enhance customer satisfaction, loyalty, and overall client retention. Adept at handling high-volume transactions with accuracy, resolving concerns promptly, and maintaining compliance with banking policies and regulations. Recognized for a proactive approach, strong communication skills, and a commitment to creating positive customer experiences that drive business growth.
Overview
9
9
years of professional experience
Work History
Teller
Apple Bank
New York
11.2024 - Current
- Delivered accurate and efficient transaction processing, including but not limited to processing deposits, withdrawals, and loan payments, while ensuring compliance with all bank policies and regulations.
- Identified opportunities to increase revenue and deepen relationships with high-value clients by recommending relevant products and initiating quality referrals to financial specialists.
- Demonstrated adaptability by cross-training in multiple bank functions, learning a wide range of operational tasks, and facilitating seamless operations during staffing shortages. .
- I took the initiative to serve as lobby leader, managing customer flow, proactively engaging clients, directing them to appropriate services, while minimizing wait time, and maintaining customer satisfaction.
Lead Teller
Wells Fargo
Larchmont
08.2023 - 09.2024
- Oversaw critical branch operations including cash shipments, ATM balancing, large cash orders, and deposit pulls, ensuring accuracy, security, and adherence to company policies.
- Acted as a liaison between clients and Premier/ Licensed Bankers, identifying opportunities and facilitating referrals that directly contributed to meeting and exceeding quarterly sales and service metrics.
- Monitored customer service interactions, leveraging feedback to implement process improvements that enhanced client satisfaction and reinforced the bank's reputation for service excellence.
- Partnered with management to support branch performance goals, fostering teamwork and operational efficiency to achieve service and sales objectives.
Mail Handler
United States Post Office
White Plains
12.2019 - 09.2023
- Sorted incoming and outgoing mail for efficient distribution to designated routes, ensuring compliance with postal regulations.
- Operated automated sorting machines and various industrial equipment, including forklifts, to streamline mail processing.
- Supervised and trained new employees, fostering a safe, organized, and productive work environment, preparing plaque cards, delegating lunches, and overseeing the work area.
- Used portable electronic scanner to assist with loading/unloading, recording, and tracking progress.
Lead Teller
Wells Fargo
Larchmont
04.2016 - 07.2019
- Assisted an average of 50 customers daily, processing various transactions while adhering to company policies, and minimizing risk and loss exposure.
- Fielded and directed incoming calls in a timely manner, providing accurate information, and ensuring client inquiries were addressed appropriately.
- Escalated and resolved customer concerns with professionalism and efficiency, maintaining a positive client relationship, and reinforcing trust in the branch.
- Partnered with colleagues to identify customer needs, consistently meeting and exceeding quarterly sales and referral quotas, resulting in incentive payouts that add value to the branch's success.
Education
High School Diploma -
John V. Lindsay Wildcat Academy
Manhattan, NY06-2012
Skills
- Financial handling skills
- Exemplary customer service
- Risk compliance strategies
- Conflict resolution expertise
- Lead tracking
- Analytical decision-making
References
References available upon request.
Timeline
Teller
Apple Bank
11.2024 - Current
Lead Teller
Wells Fargo
08.2023 - 09.2024
Mail Handler
United States Post Office
12.2019 - 09.2023
Lead Teller
Wells Fargo
04.2016 - 07.2019
High School Diploma -
John V. Lindsay Wildcat Academy