Narges Williams
Charlotte,NC
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Personable Financial Manager offering 17 years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success. Knowledgeable and dedicated customer service professional with extensive experience in Financial industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals.
Overview
17
17
years of professional experience
Work History
Member Service Representative
SAFE Federal Credit Union
08.2019 - 10.2023
- Handled cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
- Maintained and managed customer files and databases.
- Developed and updated databases to handle customer data.
- Maintained up-to-date knowledge of product and service changes.
- Implemented and developed customer service training processes.
- Educated members on financial literacy topics, empowering them to make sound financial decisions for their future success.
- Partnered with other departments facilitating smooth resolution of complex cases resulting in improved member experience.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Investigated and resolved accounting, service and delivery concerns.
- Trained new personnel regarding company operations, policies and services.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
- Cross-sold bank services and products to uplift customer investments.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Delivered prompt service to prioritize customer needs.
- Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
- Paid attention to detail while completing assignments.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Resolved problems, improved operations and provided exceptional service.
Branch Operations Manager
South State Bank
08.2015 - 06.2019
- Complied with established internal controls and policies.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Increased client and supplier satisfaction by solving complex issues with efficient resolutions.
- Resolved various issues impacting sales management and business operations.
- Created financial dashboards to provide insights into key performance indicators.
- Consulted customers to boost product sales and services.
- Completed filings and upheld strict compliance with regulatory agencies and supervisors.
- Submitted loan applications to underwriter for verification and recommendation.
- Completed daily Bank Secrecy Act reports.
- Conducted financial due diligence on potential investments and acquisitions.
- Analyzed business processes to identify cost savings and operational efficiencies.
- Collaborated with C-level executives and stakeholders to develop long-term financial plans.
- Maintained branch files for major accounts, investments and employees.
- Implemented service improvements to enhance sales cycle.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Evaluated and negotiated contracts to procure favorable financial terms.
- Supported financial director with special projects and additional job duties.
- Improved overall financial reporting by streamlining control processes and reporting structures.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Demonstrated leadership skills in managing projects from concept to completion.
Assistant Manager
Bank Of America
03.2007 - 08.2015
- Established team priorities, maintained schedules and monitored performance.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various projectstasks.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Monitored security to protect employees, customers and property.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Increased sales through effective merchandising strategies and targeted promotions.
- Developed strong working relationships with staff, fostering a positive work environment.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Mentored team members to enhance professional development and accountability in workplace.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Identified issues, analyzed information and provided solutions to problems.
- Worked effectively in fast-paced environments.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Developed strong communication and organizational skills through working on group projects.
- Organized and detail-oriented with a strong work ethic.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Passionate about learning and committed to continual improvement.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Excellent communication skills, both verbal and written.
- Learned and adapted quickly to new technology and software applications.
- Skilled at working independently and collaboratively in a team environment.
Education
BBA -
BBS FOR ECONOMIC TRIER
GERMANY11.1998
Skills
- Data Management
- Banking knowledge
- Quality Assurance Controls
- Multi-line phone talent
- Call Center Operations
- Product Knowledge
- MS Office
- German Fluency
- Complaint Investigation
- Customer Retention Strategies
- 43 wpm Typing Speed
- Employee Coaching
- Translation and Interpretation Services
- Customer Data Confidentiality
- Call center experience
- Sales and Upselling
- Administrative and Office Support
- Quality Control
- Relationship Building
- Order Fulfillment
- Report creation
- Order and Refund Processing
- International sales support
- Money handling abilities
- Complaint resolution
- Computer Skills
- Policies and Procedures Adherence
- Customer Relations
- Customer Support
- Service Recommendations
- Product Education
- Remote Office Availability
- Issue and Complaint Resolution
- Account Management
- Microsoft Office
- Dispute Resolution
- Credit Union Knowledge
Accomplishments
- Supervised team of 19 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Affiliations
- Chamber of Commerce
Languages
Persian
Native or Bilingual
German
Native or Bilingual
Arabic
Full Professional
English
Native or Bilingual
Timeline
Member Service Representative
SAFE Federal Credit Union
08.2019 - 10.2023
Branch Operations Manager
South State Bank
08.2015 - 06.2019
Assistant Manager
Bank Of America
03.2007 - 08.2015
BBA -
BBS FOR ECONOMIC TRIER
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