Michelle Poe
College Corner,OH
Summary
Deposit Operations Analyst with 3+ years driving exceptional delivery of processes in support of the overall daily operations and services of the Deposits business ensuring operational stability and operational control. Worked in a team environment for processing various transactions based on instructions within agreed timelines with accuracy to consistently provide a high level customer service experience.
Overview
31
31
years of professional experience
Work History
Deposit Operational Analyst
Barclays US
Cincinnati, Oh
10.2020 - 07.2024
- HR – 212-526-7000
- Efficiency and understanding the end to end customer experience for Retail Deposit Savings products ensuring quick resolution of issues and complaints
- Process customer service tickets in a timely fashion and in keeping within SLA
- Monitored and responded to customer requests received via email and Metastor
- Compiled complaints data to report, present, and analyze to be able to see where changes were needed for a better and more efficient customer experience
- Reconciled aging funds in GL accounts, created, reviewed and maintained detailed operations requirements to ensure all activities and duties are carried out in full compliance with regulatory requirements
- Assisted with internal audits, PVT testing when program updates were being initiated and constantly worked on the process improvements agenda and contribute ideas as may be relevant to the betterment of the process and business.
Deposits Customer Representative
05.2019 - 10.2020
- Provided direct, high quality, timely support to customers by telephone, email, tickets and secure messages to address their needs or concerns; and explain NSF and return items in an accurate and timely manner
- Assisted with application process for opening new accounts when necessary and ensuring proper documentation is provided and obtained
Credit Card/Consumer Lending Customer Representative
11.2018 - 04.2019
- Provided point of contact for account holders, providing superior customer satisfaction and answering in depth account questions
- Assisted customers with understanding their statements and making payments via the web, mail in or call in payments
- Maintained customer profiles and ensured proper documentation was provided and obtained when needed.
Manager
Dunham Sports
Richmond, IN
06.2016 - 10.2018
- Managed vendor relationships and processed and paid all vendor invoices
- Efficiently assisted with customers as I put their needs first for a great customer experience
- Proactively answered all customer service inquiries in a timely manner via phone and email
- Processed all cash inventory and made daily bank deposits.
Soft Lines Merchandiser/Key Carrier
Kmart
Eaton, OH
11.2010 - 06.2016
- Monitored supplies of fashions and jewelry inventory, jewelry audit, fashion layouts and resets, retail stocking and back up inventory
- Successfully managed the staff in my department and throughout the entire staffing of the retail store.
Accounts Payable & Receivable Specialist
Kruse Company
Fairfield, OH
09.1993 - 11.1995
- Accountable for all account and invoice payments
- Responsible for all accounting audits and managing payroll
- Processed customer inquiries in regards to invoices, credit accounts and general account information.
Education
High SCHOOl diploma - HUMan resources
BROOKVILLE HIGH SCHOOL, ReCOGNITIONS
1977
Skills
- Efficiently assisted colleagues when questions arose concerning servicing customers
- Processed customer service tickets in a timely manner
- High standard of customer service and problem solving skills
- Strong analytical and PC skills
- Proven ability to develop and motivate employees to meet and exceed performance standards
- Strong understanding of accounting audits and general account information
- Serviced a diverse customer population
- Enthusiastic and cooperative
- Pride myself in being a Top Performer, along with receiving 15 recognitions while in the Deposit Operations Department and two nominations for outstanding service
- 1989 - 1993
- MIAMI UNIVERSITY, OXFORd, oh 45056
Timeline
Deposit Operational Analyst
Barclays US
10.2020 - 07.2024
Deposits Customer Representative
05.2019 - 10.2020
Credit Card/Consumer Lending Customer Representative
11.2018 - 04.2019
Manager
Dunham Sports
06.2016 - 10.2018
Soft Lines Merchandiser/Key Carrier
Kmart
11.2010 - 06.2016
Accounts Payable & Receivable Specialist
Kruse Company
09.1993 - 11.1995
High SCHOOl diploma - HUMan resources
BROOKVILLE HIGH SCHOOL, ReCOGNITIONS