Monica Caldwell
Exeter,CA
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
7
7
years of professional experience
Work History
Senior Universal Banker
Mechanics bank
Tulare , CA
03.2023 - Current
- Represents the Bank and its products and services with pride and enthusiasm. Senses and responds to customer needs. Identifies and pursues new or related customer opportunities for additional products and/or services.
- Monitored daily cash flow levels at the branch location.
- Provided guidance on day-to-day banking operations to junior staff members.
- Assisted customers with loan applications and other financial services, such as setting up bank accounts, transferring funds, and opening certificates of deposit.
- Participated in community outreach events aimed at educating people about personal finance topics.
- Identified potential fraud or suspicious activity and reported it appropriately.
- Provided exceptional customer service to a diverse range of clients, including those with complex financial needs.
- Developed relationships with customers by providing personalized advice on their finances.
- Completed daily cash balancing and operated ATMs.
- Transmitted orders to supply cash to meet daily needs.
- Verified amounts and integrity of every check or funds transfer.
- Counted currency, coins and checks received to prepare for deposit or shipment to branch banks or Federal Reserve Bank.
- Prepared official checks for customer and internal bank needs.
- Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs, maintain accounts and open new accounts.
- Identified transaction errors when debits and credits did not balance.
- Trained and coached less experienced team members in procedures, compliance standards and performance strategies.
- Performed teller duties such as accepting payments, cashing checks, and processing money orders.
- Processed deposits and withdrawals in a timely manner while adhering to banking regulations.
Administrative Assistant
Thrasher Masonry Incorporated
Exeter , CA
05.2021 - Current
- Scheduled appointments, meetings and events for management staff
- Organized both physical and digital files, and updated reports to coordinate project materials.
- Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
- Created travel arrangements and distributed travel details to appropriate personnel
- Responded to customer issues to provide immediate resolution and improve retention.
- Kept office equipment functional and supplies well-stocked to promote efficient operations.
- Prepared and prioritized calendars and correspondence.
- Tracked and submitted employee timesheets to prepare for payroll processing.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Created spreadsheets in Microsoft Excel for record-keeping and reporting.
- Handled incoming calls and directed callers to appropriate department or employee.
Customer Service Representative
Bank of the Sierra
Porterville , CA
08.2020 - 04.2021
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Improved customer service wait times to mitigate complaints.
- Made outbound calls to obtain account information.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Answered inbound calls, chats and emails to facilitate customer service.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Bank Teller
Bank of the Sierra
Woodlake , CA
08.2017 - 08.2020
- Welcomed customers and offered pleasant service during entire transaction. • Trained employees on cash drawer operation.
- Demonstrated expertise in identifying and mitigating potential fraud and transaction risks.
- Counted drawers and reconciled remaining cash to accost for deposits and dispersals.
- Entered customer transactions into computers to record transactions and issue computer-generated receipts.
- Performed transactional, operational and customer support tasks through knowledge of bank procedures and products.
- Issued and redeemed money orders, cashier checks, traveler's checks and savings bonds.
- Delivered exceptional service to customers in person or over telephone
- Maintained confidentiality of bank records and client information.
- Reconciled cash and checks against computer records at the end of the shift.
- Cross-sold bank products by answering inquiries, informing customers of new services and promotions.
- Identified and reported suspicious behavior to security personnel as appropriate.
- Responded and assisted customers with account inquiries and updates.
- Researched and resolved customer issues on personal savings, checking and lines of credit accounts.
- Adhered to financial services security and audit procedures.
- Directed specific questions to appropriate branch personnel.
- Used a strong knowledge of banking products and services to confidently educate customers about features, benefits and pricing.
- Cashed customer checks, verified identification and checked account balances in accordance with bank policy.
- Identified customer financial needs, goals and objectives and offered appropriate financial products to suit needs.
- Met or exceeded sales goals by promoting bank products and services in customer interactions.
- Explained bank services, financial products and applicable fees to customers.
- Increased knowledge of banking products and services by actively participating in available training classes and workshops offered to employees.
- Ordered checks, placed stop payment orders and conducted additional special services for customers.
- Built and maintained client relationships through quality, personalized interactions.
- Opened new checking, savings and lines of credit for customer accounts.
- Entered transactions into computer and issued customer receipts.
- Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
- Took on additional shifts during busy periods to minimize staffing shortages.
- Served large number of customers during high volume shifts and remained composed and professional in stressful situations.
Education
High School Diploma -
Exeter Union High School
Exeter, CA06.2016
Skills
- Accounting Skills
- Inventory Systems
- Check Processing
- Cash Deposit Preparation
- Types 52 WPM
- Excel Spreadsheets
- 10-Key Proficiency
- QuickBooks Expert
- Verbal and Written Communication
- Computers and Technology
- Multitasking and Time Management
- Appointment Coordination
- Banking
- Goal-Oriented
Timeline
Senior Universal Banker
Mechanics bank
03.2023 - Current
Administrative Assistant
Thrasher Masonry Incorporated
05.2021 - Current
Customer Service Representative
Bank of the Sierra
08.2020 - 04.2021
Bank Teller
Bank of the Sierra
08.2017 - 08.2020
High School Diploma -
Exeter Union High School
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