MILEY ESPER
Rensselaer,NY
Summary
Dynamic customer service professional with extensive experience at J.P. Morgan Chase Bank, excelling in relationship building and cash management. Proven track record of enhancing client satisfaction through effective problem-solving and cross-selling strategies. Bilingual communicator dedicated to delivering exceptional service and achieving performance goals in fast-paced environments.
Overview
10
10
years of professional experience
Work History
Associated banker
J.P.Morgan Chase Bank
Guilderland, NY
03.2021 - 06.2023
- Welcome clients upon entry to branch
- Assist clients in executing daily transactions including deposit or cash checks, reorder debit cards, and update address information
- Leveraging expert knowledge in self-service digital platform to communicate options for completing banking needs anytime, anywhere, and in any manner desired
- Demonstrating exceptional customer service skills while showcasing consumer-bank focused products and services
- Identify additional opportunities and introduce to licensed bankers and One Chase family
- Coordinate scheduling and adjustments of client meetings to enhance efficiency in wait times for Banker appointments
Customer Service Representative
Effective Coverage
Latham, NY
08.2020 - 03.2021
- Provide a top-notch, exceptional customer service experience from beginning to end
- First-call resolution: properly address the customer’s need the first time they call and eliminate the need for a callback
- Create, send, and edit new insurance applications for customers
- Address customers’ questions about their insurance requirements, and instruct them on how to fix their insurance documents if necessary
- Meet and exceed Key Performance Indicators (KPIs) and service level agreements (SLAs) in your daily work
- Collaborate with other teams to ensure first-call resolution and a seamless customer experience
- Schedule follow-ups on outstanding requirements for customers
Costumer Service Representative
Trustco Bank
Albany, NY
01.2019 - 07.2020
- Manages branch in the absence of branch manager.
- Supervises head teller and tellers in the manager’s absence.
- Build and promote branch identity, drive sales and promote overall ownership and accountability for improving customer service and branch success.
- Handles customer issues in person or over the phone with their bank product or service by assisting in researching and solving the issue.
- Reviews and approves requests to include approval to cash large checks, authorizing bank checks or general ledger tickets, and the approval of various reports, paperwork and cash counts.
- Works to meet existing branch performance standards in areas such as operating control loss, tellers’ level of experience, bank secrecy, and compliance with established policies and procedures.
- Continues to building proficiency of banking principles and sales techniques by attending internal training, external training, and completion of continuing education courses.
Bartender/ server
El Mexicano Restaurant
Saratoga Springs, NY
11.2013 - 01.2019
- Promptly served all food course and alcohol beverages to guests.
- Strictly abided by all state liquor regulation, particularly in regard to intoxicated persons and minors.
- Accurately balanced cash register all time.
- Skillfully anticipated and addressed guests service needs.
- Consistently adhered to quality expectations and standards.
- Accurately recorded orders and partnered with team members to serve food and beverages that exceeded guest’s expectations.
- Assisted guests with making menu choices in an informative and helpful fashion.
- Appropriately suggested additional items to customers to increase restaurant sales.
- Effectively communicated with kitchen staff regarding customer allergies, dietary needs, and other special requests.
- Regularly checked on guests to ensure satisfaction with each food course and beverages.
- Regularly cleaned table linens, table settings, glassware, windowsills, carpets, counters, floors, storage areas, and service refrigerators.
Education
Architectural technology -
Hudson Valley Community College
Troy, NY06-2027
NY Personal Lines Certificate -
Bryant & Stratton Colleges
Albany, NY08.2020
Business Management AOS -
Mildred-Elley College
Albany, NY07.2020
High school Diploma -
Queensbury High School
Queensbury, NY, US01.2013
Skills
- Active listening
- Mortgage lending
- Anti-money laundering
- Quality control
- Employee training
- Cash management
- Banking compliance
- Positive attitude
- Customer service
- Team collaboration
- Stress management
- Cocktail knowledge
- Food safety
- Bilingual communication
- Problem solving
- Organization skills
- Relationship selling
- Goal orientation
- Money handling
- Cross-selling strategies
- Loan processing
- Relationship building
Languages
Spanish
Native/ Bilingual
Timeline
Associated banker
J.P.Morgan Chase Bank
03.2021 - 06.2023
Customer Service Representative
Effective Coverage
08.2020 - 03.2021
Costumer Service Representative
Trustco Bank
01.2019 - 07.2020
Bartender/ server
El Mexicano Restaurant
11.2013 - 01.2019
Architectural technology -
Hudson Valley Community College
NY Personal Lines Certificate -
Bryant & Stratton Colleges
Business Management AOS -
Mildred-Elley College
High school Diploma -
Queensbury High School