Misty Kelly
Jacksonville,FL
Summary
Dynamic banking professional with a proven track record at Bank OZK, excelling in relationship building and proactive problem-solving. Adept at cross-selling financial products and enhancing customer satisfaction, I leverage strong communication skills and attention to detail to drive sales growth and ensure compliance with banking policies.
Overview
11
11
years of professional experience
Work History
Consumer Banking Relationship Specialist
Bank OZK
07.2024 - Current
- Played a key role in establishing a new banking center from inception to launch, supporting account setup, operational procedures, and customer engagement strategies.
- Managed customer relations on ongoing basis to maximize customer retention.
- Assisted customers with opening accounts and signing up for new services.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Networked to increase client base and encourage existing clients to expand financial portfolios.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Promoted financial products by maintaining excellent service offering knowledge.
- Processed deposits, withdrawals and ACH transfers accurately.
- Cross-sold bank products and services to meet customer needs and provide options.
- Expanded client base by promoting new financial products.
- Monitored customer accounts to detect irregularities or suspicious activity.
- Followed up with customers to gather feedback and provide additional assistance.
- Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
- Verified customer identity and reviewed documentation for accuracy.
- Explained account terms and conditions to customers.
- Reconciled customer accounts and balanced daily transactions.
- Contacted customers as soon as issues arose to immediately find resolution before problem escalated.
- Activated new accounts and issued customer identification numbers.
- Backed up teller team by handling needs of new and existing customers at main counter.
- Compiled comprehensive reports that detailed progress made towards achieving goals set by executive leadership.
- Performed quality assurance checks on completed work prior to submission.
Client Service Specialist
Bank OZK
08.2022 - Current
- Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues.
- Received and submitted payments, updated account information and provided receipts.
- Audited customer account information to identify issues and develop solutions.
- Greeted incoming customers to provide immediate, friendly and knowledgeable support.
- Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
- Followed up with customers through calls and emails to proactively resolve issues and maintain satisfaction.
- Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
- Performed needs analysis and presented options based on findings to help customers make decisions.
- Transmitted orders to supply cash to meet daily needs.
- Promoted facility security by monitoring customer behaviors and following established protocols to protect individuals and assets.
- Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
- Maintained confidentiality of bank records and client information.
- Cross-sold bank products by answering inquiries, informing customers of new services and promotions.
- Opened new checking, savings and Certificate of deposits for customer accounts.
- Created detailed documentation of all interactions with customers ensuring accurate record keeping.
Assistant General Manager
Panera Bread
08.2014 - 07.2022
- Manage and oversee all facets of the restaurant, including but not limited to: overall operations, financials, selection, enforcement of safety/sanitation, retention and management of staff and a strong commitment to guest satisfaction
- Actively participate in the selection, orientation, training, and development of associates
- Stay well informed and aware of staffing needs, while continuously anticipating future needs
- Achieve optimal performance from employees by communicating and role modeling job duties and customer service
- Oversee dining room, kitchen, and catering functions to provide our guests with an impressive and memorable dining experience
- Maintain a safe, secure and healthy environment by following all safety and sanitation standards and procedures
- Consistently monitor that all employees are following company protocols and guidelines.
- Managed and mentored staff to carry out operational directives with high productivity and accuracy.
- Delegated work to staff, setting priorities and goals.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Motivated and led team members to work together to achieve targets.
Education
Bachelor of Science - Business Administration
Florida State College At Jacksonville
Jacksonville, FL04-2026
Associate of Arts - Health and Human Services
Florida State College of Jacksonville
Jacksonville, FLSkills
- Communication Problem Solving
- Profitable Thinking Business Awareness
- Proactive Planning
- Understanding Customer Needs
- Issue and Complaint Resolution
- Multitasking and prioritization
- Money Handling
- Time Management
- Patient and Empathetic
- Financial product knowledge
- Cross-Selling and Upselling
- Financial Statements Preparation
- Fraud prevention
- Financial advisement
- Relationship Building
- Transaction Processing
- Attention to Detail
- Banking Policies and Procedures
- Banking
- Account Maintenance
- Rapport Building
- Sales Growth
- Branch operations
- Positive Attitude
- Customer Satisfaction
- Interpersonal Skills
- Communication skills
- Giving feedback
- Receiving feedback
- Patience and tolerance
- Training programs
Timeline
Consumer Banking Relationship Specialist
Bank OZK
07.2024 - Current
Client Service Specialist
Bank OZK
08.2022 - Current
Assistant General Manager
Panera Bread
08.2014 - 07.2022
Bachelor of Science - Business Administration
Florida State College At Jacksonville
Associate of Arts - Health and Human Services
Florida State College of Jacksonville