MISTY KELLY
Jacksonville,FL
Summary
Experienced banking and customer-service professional with 10+ years of experience in client relations, financial services, operations, sales, and team leadership. Skilled in managing customer accounts, resolving complex issues, identifying client needs, recommending solutions, and maintaining confidential information with accuracy and professionalism. Experienced in training and coaching employees, managing competing priorities, and communicating effectively through phone, email, and digital platforms. Self-motivated, organized, adaptable, and experienced in working independently while maintaining a high level of customer service.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Consumer Banking Relationship Specialist
BANK OZK
Jacksonville Beach, FL
08.2022 - Current
- Build and maintain long-term relationships with consumer and business clients by understanding financial needs and providing personalized solutions.
- Managed customer requests for account opening, maintenance, transactions, and documentation, ensuring seamless access to financial services.
- Resolved client questions and concerns by researching account information and identifying solutions.
- Conduct needs assessments and recommend appropriate banking products and services based on individual client circumstances.
- Process deposits, withdrawals, ACH transfers, wire transfers, and other banking transactions accurately and efficiently.
- Verify customer identity and documentation while maintaining strict confidentiality of sensitive personal and financial information.
- Monitor accounts for irregularities and suspicious activity and follow established fraud-prevention and security procedures.
- Followed up with clients via phone and email to resolve issues, gather feedback, and enhance overall client support experience.
- Explain account terms, conditions, products, and services in a clear and professional manner.
- Supported sales and business development through networking, referrals, and relationship building, identifying and addressing additional client needs.
- Collaborate with management and team members to improve customer service, sales strategies, and overall branch performance.
- Train and coach new employees on banking procedures, customer service standards, account opening, fraud awareness, systems, and operational processes.
- Provide individualized feedback and coaching to help employees develop confidence, accuracy, and consistency in client interactions.
- Support daily branch operations while balancing client service, administrative responsibilities, sales activities, and operational priorities.
- Opened and supported the development of a banking center from the ground up, contributing to operational readiness, client relationships, team development, and community engagement.
Assistant General Manager
PANERA BREAD
Jacksonville, FL
08.2014 - 07.2022
- Managed day-to-day operations while overseeing financial responsibilities, staffing, customer service, safety, and operational standards.
- Recruited, selected, trained, coached, and developed employees to improve performance and customer satisfaction.
- Managed and mentored team members while communicating expectations, priorities, and operational goals.
- Delegated responsibilities and established priorities to ensure efficient daily operations.
- Resolved customer concerns professionally while maintaining positive relationships and protecting the customer experience.
- Monitored employee performance and company procedures to maintain productivity, accuracy, safety, and compliance.
- Coordinated multiple operational functions simultaneously while responding to changing customer and business needs.
- Completed opening, closing, and shift-change procedures while maintaining accurate operational standards.
- Led teams toward performance targets through communication, coaching, accountability, and relationship building.
Education
Bachelor of Science - Business Administration
Florida State College At Jacksonville
Jacksonville, FLAssociate of Arts - Health and Human Services
Florida State College At Jacksonville
Jacksonville, FLSkills
- Customer & Client Relationship Management
- Client Onboarding
- Training & Employee Development
- Financial Services
- Documentation & Data Accuracy
- Time Management & Prioritization
- Process & Procedure Compliance
- Remote Customer Service
- Customer Needs Assessment
- Sales & Relationship Development
- Fraud Prevention & Risk Awareness
- Microsoft Outlook & Teams
- Multitasking & Problem Solving
- Account Management & Maintenance
- Issue & Complaint Resolution
- Cross-Selling & Upselling
- Confidential Information Management
- Transaction Processing
- Written & Verbal Communication
- Microsoft Outlook
- Microsoft Teams
- Banking & Account Management Systems
- Digital Banking Platforms
- Customer Relationship Management
- Electronic Documentation
- Email & Phone Communication
Certification
- NMLS License
Timeline
Consumer Banking Relationship 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 At Jacksonville