NATASHA E. MADERA
Lubbock,TX
Summary
QUALIFICATION HIGHLIGHTS: Demonstrated ability to meet the needs of clients and teams; dependable, hardworking, reliable, and punctual.
Public speaking and presentation experience, Competent using software including: Windows, Word, PowerPoint, E-mail, and the Internet. Mediation and problem-solving skills. Effective management, technical, and supervisory skills.
Overview
19
19
years of professional experience
Work History
Teller
Credit Union Of Georgia
Canton, GA
05.2023 - Current
- Performed transactional, operational, and customer support tasks through knowledge of bank procedures and products.
- Delivered exceptional service to customers in person or over telephone.
- Entered customer transactions into computers to record transactions and issue computer-generated receipts.
- Counted drawers and reconciled remaining cash to accost for deposits and dispersals.
- Used a strong knowledge of banking products and services to confidently educate customers about features, benefits and pricing.
- Built and maintained client relationships through quality, personalized interactions.
- Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
Customer Service Agent-GDIT/FEMA
Apex Systems
Canton, 🇬🇦
10.2022 - 02.2023
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Reviewed files, records and other obtained documents to respond to customer requests.
- Maintained strong call control and quickly worked through scripts to address problems.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Processing Specialist -Remote
Apex Systems
Canton, GA
05.2021 - 10.2022
- Supporting New York State - Establish and process applications providing financial relief in the ERAP program to Landlords and their tenants.
- Identifying the applicant, qualifying the application and determining eligibility.
- Identified errors in data entry and related issues by mentioning to supervisors for resolution.
- Compared old and newly received documents to ensure accuracy and rectified mistakes.
- Outbound calls to Landlords to ensure that all required documents to process an application have been uploaded "sometimes assist Landlords in completing that process".
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
Teller
America’s First CU
Oxford, AL
05.2020 - 04.2021
- Process required teller transactions with excellence and the utmost care of all members
- Meet all safety protocols for Covid-19 Pandemic requirements
- Available to cover all staff vacations and holiday work as needed
- Maintained confidentiality of bank records and client information.
- Delivered exceptional service to customers in person or over telephone.
Teller
US BANK
Colorado Springs, CO
10.2019 - 04.2020
- Handle all teller transactions in a fast-paced large branch
- Assist the Teller Coordinator with her duties as needed
- 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.
Sales Associate
SOMA
Colorado Springs, CO
08.2019 - 04.2020
- Sales helping Store Manager meet company sales goals by utilizing active listening to uncover clients' needs to then make the best recommendation that will result in additional customer purchases in the future
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Helped customers find specific products, answered questions and offered product advice.
- Answered incoming telephone calls to provide store, products and services information.
Call Center Member Service Representative
ENT Credit Union
Colorado Springs, CO
01.2019 - 04.2019
- Provided outstanding customer service to existing members by helping them access all their accounts by phone
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Updated customer accounts, addresses and contact information within call management databases.
- Navigated through computer systems to review information and respond appropriately to callers.
Customer Service Representative
United Community Bank
Marietta, GA
01.2014 - 01.2018
- Full branch operations duties which includes client account opening, credit cards applications, support clients with all issues including fraud prevention/remediation
- Cross Trained to work as teller when needed to support the team
- Meet and exceed quarterly branch goals
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Opened new checking and savings accounts.
Bank Teller
Regions Bank
Acworth, GA
01.2013 - 01.2014
- All typical banking transactions along with supporting role to Lead Teller Coordinator
- Opening and closing procedure responsibilities along with printing and reconciling branch daily reports
- Vault teller
- Ordered and disbursed coin and currency to keep vault balanced and supply branches, banks and customers.
- Counted cash and bagged or filled cassette trays for ATMs or business customers, prepared cash for delivery routes and reported cash discrepancies.
- Balanced daily cash deposits and vault inventory with zero error rate.
Financial Service Representative/ Teller
SunTrust Bank
Cedartown, GA
01.2010 - 01.2013
- New account and loan officer duties
- Dual role as teller when needed
- Handled all tasks in order to help clients be completely satisfied with SunTrust
- TC backup
- Engaged in ongoing training and education to acquire knowledge of financial products and services in changing economic conditions.
Head Teller
United Community Bank
Marietta, GA
01.2007 - 01.2010
- Handled all customer and employee transactions with care and appreciation
- Communicated all current promotions and bank specials with target audience
- Complied with proper opening and closing procedures
- Surpassed all customer service expectations from my superiors
- Increased customer satisfaction with our brand
- Handled cash transactions, balanced cash drawers, performed loan payments and issued cashier's checks.
- Balanced bank's vault of daily cash for withdrawals and deposits.
Operations Manager
First Horizon
Douglasville, GA
01.2006 - 01.2007
- Duties involved opening and closing the registers, approving overrides, assisting in the training of new cashiers, monitoring cash limits, making supervisory decisions, scheduling lunch breaks, and ensuring quality customer service at all times
- Acting Banking Officer duties included opening and closing the Banking Center, approving overrides, assisting in the training of new tellers, monitoring cash limits, making supervisory decisions, ability to approve checks for tellers, scheduling lunch breaks, and ensuring quality customer service at all times
- Researched and resolved account discrepancies
- Processed deposits and cashed checks for diverse clientele
- Balanced cash drawers on a daily basis
- Provided high level of customer service for all banking transactions
- Researched and resolved banking issues in a timely manner
Senior Teller
Washington Mutual
Powder Springs, GA
01.2005 - 01.2006
- Supervised office operations and coordinated work schedules
- Customer Service Representative duties included accepting credit card and loan applications, opening and closing accounts, cross- selling and consultative sales of financial products, and maintaining up-to-date knowledge of banking services and products
- Initially hired as entry-level teller; promoted due to accuracy, speed, and skills
- Augmented customer account information as needed
- Controlled check cashing, deposit, money order, and loan processing responsibilities
- Responsible for cash/checking deposits, processing loan payments, opening accounts
Education
Diploma, Bachelor of Commerce -
Gaston Faraudo Panama
01.1991
Skills
- Business Process Methodology and Situational Leadership Expertise
- Multitasking and Prioritization
- Administrative Support
- Service Oriented
- Cultural Affinity
- Great Internal Control and Audit Experience
- Spanish and English Language Fluency
- Problem Solver
- Out of the box thinker
- Report Creation
Timeline
Teller
Credit Union Of Georgia
05.2023 - Current
Customer Service Agent-GDIT/FEMA
Apex Systems
10.2022 - 02.2023
Processing Specialist -Remote
Apex Systems
05.2021 - 10.2022
Teller
America’s First CU
05.2020 - 04.2021
Teller
US BANK
10.2019 - 04.2020
Sales Associate
SOMA
08.2019 - 04.2020
Call Center Member Service Representative
ENT Credit Union
01.2019 - 04.2019
Customer Service Representative
United Community Bank
01.2014 - 01.2018
Bank Teller
Regions Bank
01.2013 - 01.2014
Financial Service Representative/ Teller
SunTrust Bank
01.2010 - 01.2013
Head Teller
United Community Bank
01.2007 - 01.2010
Operations Manager
First Horizon
01.2006 - 01.2007
Senior Teller
Washington Mutual
01.2005 - 01.2006
Diploma, Bachelor of Commerce -
Gaston Faraudo Panama
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