Michele Perry
Riverdale ,GA
Summary
Collaborative leader with 20 years of experience in customer service and banking, demonstrating exceptional skills in digital transformation and operational efficiency. Proficient in advanced tech solutions, data-driven strategies, and personalized customer service, consistently exceeding targets and fostering team productivity. Adept at managing complex schedules and high-volume correspondence, with a strong focus on accuracy and compliance.
Overview
20
20
years of professional experience
Work History
Universal Bank and Operations Champion
Truist Bank
09.2022 - Current
- Pioneered digital banking solutions, enhancing customer engagement and operational efficiency while maintaining strict regulatory compliance
- Spearheaded digital transformation initiatives, implementing cutting-edge technologies to streamline operations and enhance customer experience.
- Champion digital transformation, implementing advanced tech solutions to optimize operations and elevate customer experiences in banking services.
- Meticulously manage daily cash reconciliation and audits, ensuring accuracy and compliance with financial regulations and internal controls.
- Drive operational efficiency through process improvements, resulting in reduced transaction times and enhanced customer satisfaction scores.
Customer Service Insurance Policy Agent
Statefarm Insurance
12.2018 - 02.2021
- Spearheaded innovative projects, driving team productivity and fostering a collaborative work environment. Consistently delivered high-quality results ahead of deadlines.
- Pioneered digital insurance solutions, streamlining policy processes and enhancing customer experience. Implemented data-driven strategies, leading to substantial revenue growth.
- Exceeded sales targets consistently, securing new accounts and retaining existing clients. Developed tailored insurance packages, addressing diverse client needs effectively.
- Advised customers about new products and assisted customers in determining best insurance product for needs.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
Senior Corporate Travel Agent
Southwest Airlines
08.2015 - 08.2018
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Inbound calls designed to aide high-profile clients for corporate travel
- Educated customers about the brand to incite excitement about the company's mission and values. Managed high-profile corporate and international travel bookings, streamlining processes and enhancing client satisfaction through personalized service.
- Championed Southwest Airlines' brand values, inspiring customer excitement and loyalty through passionate communication of company mission and resolve issues on the spot.
- Optimized accounts payable and receivable for group reservations, ensuring accurate financial transactions and improved operational efficiency.
Teller Supervisor and Fraud Analyst
PNC Bank, NA
11.2004 - 06.2014
- Addressed financial planning solutions and executed customer transactions through deposits, withdrawals and loan processing
- Coordinated daily cash reconciliations, cash vaults and ATM s
- Spearheaded the operations and administrative needs of the branch
- Led fraud prevention initiatives, analyzing transaction patterns to identify and mitigate risks, resulting in substantial reduction of fraudulent activities.
- Developed and implemented advanced fraud detection algorithms, enhancing risk mitigation strategies and significantly reducing fraudulent transactions across multiple banking channels.
- Orchestrated comprehensive fraud analyst training programs, elevating team proficiency and bolstering overall fraud prevention effectiveness.
Education
Bachelor of Science - Education of Individuals in Elementary Special Education Programs
Saint Joseph's University
Philadelphia, PA06.2014
Associate of Science - Elementary Education
Camden County College
Blackwood, NJ05.2011
Skills
- Logistics Management
- Operational Efficiency
- Facilities Management
- Service Delivery
- Customer Relationship Management
- Sign Language literacy
- Staff Training
- Customer Service
- Workforce Planning
Timeline
Universal Bank and Operations Champion
Truist Bank
09.2022 - Current
Customer Service Insurance Policy Agent
Statefarm Insurance
12.2018 - 02.2021
Senior Corporate Travel Agent
Southwest Airlines
08.2015 - 08.2018
Teller Supervisor and Fraud Analyst
PNC Bank, NA
11.2004 - 06.2014
Bachelor of Science - Education of Individuals in Elementary Special Education Programs
Saint Joseph's University
Associate of Science - Elementary Education
Camden County College