Microsoft
Michelle Upton
Customer Service / Client Retention Professional
Newport,TN
Summary
Results-driven professional providing exceptional customer service with special attention in client retention Leveraging active listening, problem solving, and attention to detail to streamline processes and improve customer experiences. Known for team collaboration and adaptability, and exceeding expectations. Delivering consistent results through effective communication and strategic planning.
Overview
10
10
years of professional experience
3
3
Notary Public
Work History
Assistant Branch Manager
Citizens National Bank
Sevierville, TN
07.2019 - 02.2025
- Ensured compliance with internal policies and procedures as well as external regulations.
- Opening different types of consumer and commercial accounts,
- Maintained strong relationships with existing clients, ensuring customer satisfaction, and repeat business.
- Identified new business opportunities and developed strategies to expand the client base.
- Collaborated with other departments to provide my clients with the products they needed, with seamless coordination of activities across the organization.
- Mentored and coached employees to enhance their skills, competencies, and professional development.
- Served as a point of contact for escalated customer inquiries, complaints, and resolutions.
- Cultivated a positive work environment that fostered teamwork, collaboration, and motivation among employees.
- Supervised teller duties including balancing cash drawers and verifying accuracy of transactions.
- Provided bank leadership in absence of branch manager.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Monitored daily operations and supported Branch Manager in necessary duties.
- Demonstrated knowledge of branch financial products, loans and lines of credit.
- Built rapport with account holders by reaching out with product recommendations and account updates.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
Assistant Front Office Manager
EAGLE PROPERTY MANAGEMENT
Pigeon Forge, TN
07.2015 - 07.2019
- Responding to guests on live chat, making reservations, answering a multi-line phone system, and monitoring the accuracy of the reservations made by employees.
- Preparing and organizing arrivals for the next day, and ensuring their accuracy.
- Assisting owners with reservations, property issues, and concerns.
- Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
- Recruited and trained new employees to meet job requirements.
- Negotiated contracts with vendors to secure favorable terms and pricing.
- Managed front desk operations including greeting visitors, answering questions or directing them to appropriate personnel.
- Maintained filing system for records, correspondence and other documents.
- Elevated customer satisfaction ratings by promptly resolving client and case issues.
- Delegated work to staff, setting priorities and goals.
- Managed office inventory and placed new supply orders.
- Worked effectively in team environments to make the workplace more productive..
- Responded to customer inquiries via phone or email in a professional manner, handled social media accounts with quick appropriate responses.
Education
Some College -
Piedmont Technical College
Greenwood, SC06.1993
Skills
- Accurate Data Processing
- Office Administration Skills
- Administrative Support
- Management
- Time management
- Client Relations Expertise
- Skill Development Training
- Multi-line phone systems
- Property management
- On Line Communication
- Financial product sales
- Audit monitoring
- Client relationship management
- Customer retention
- Cash handling
- Financial services
- Decision-making
- Computer skills
- Attention to detail and accuracy
- Strong work ethic
- Multitasking and organization
- Strong communication skills
- Online communications
- CRM navigation (Synapsys)
Certification
- Notary Public
Accomplishments
- Financial Services Representative of the Year 2020
- Personal Banker of the Year 2021
- Relationship Banker of the Year 2022
- Referrer of the Year 2021, 2022,2023
Custom
- Participation in community and various fundraiser activities
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Work-life balanceWork from home optionHealthcare benefitsCompany CultureFlexible work hoursSoftware
CRM Software
Languages
English
Native or Bilingual
Interests
Family
Investments
Personal Growth
Quote
Never give in except to convictions of honor and good sense.
Winston Churchill
Timeline
Assistant Branch Manager
Citizens National Bank
07.2019 - 02.2025
Assistant Front Office Manager
EAGLE PROPERTY MANAGEMENT
07.2015 - 07.2019
Some College -
Piedmont Technical College
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