Summary
Overview
Work History
Education
Skills
Languages
Certification
References
Timeline
Generic

Nermana COLIC

LYNN,MA

Summary

Dedicated and organized Operations Manager with outstanding relationship-building and problem-solving skills. Driven to exceed expectations and operate effectively in fast-paced, high-pressure environments. Self-motivated team player adept at cultivating partnerships and building lasting relationships across all demographics and management levels. Dynamic and reliable with exceptional customer service and communication skills.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Operations Manager

Eastern Bank
Danvers, MA
06.2023 - Current
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Developed and implemented operational procedures to ensure quality standards are met.
  • Monitored and improved efficiency of processes, team performance, and customer service.
  • Created detailed reports on the performance of individual departments within operations.
  • Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.

Senior Teller /Customer Service Representative

Eastern Bank
Lynn, MA
10.2019 - Current
  • Provided account information and answered customer inquiries in a timely manner.
  • Assisted customers with deposits, withdrawals, transfers, and other banking transactions.
  • Cross-sold bank products such as credit cards, loans, and insurance policies.
  • Identified potential fraud cases and reported them to the supervisor.
  • Processed loan applications and verified documentation for accuracy.
  • Ordered supplies and materials, verifying sufficient on-hand inventory and securing sensitive and propriety items.

Cashier Supervisor

Floor & Decor
Saugus, MA
11.2018 - 10.2019
  • Conducted regular audits of register tills to ensure accurate balances were maintained at all times.
  • Maintained an organized work environment by stocking shelves and cleaning up after each shift.
  • Assisted in scheduling staff shifts according to business needs while ensuring adequate coverage at all times.
  • Processed refunds and exchanges promptly according to established policies.
  • Created a positive atmosphere in the workplace by recognizing employees' efforts through rewards programs.
  • Assisted in opening a new store location

Education

Certified - Real Estate

Freedom Trail Realty
Boston, MA
11-2021

High School Diploma -

Lynn Vocational Technical Institute
Lynn, MA
06-2016

Some College (No Degree) - Business Administration

North Shore Community College
Lynn, MA

Skills

  • Cash Management
  • Communication
  • Decision-Making
  • Problem-solving abilities
  • Self Motivation
  • Time Management
  • Risk Analysis
  • Active Listening
  • Quick Learner
  • Attention To Detail

Languages

English
Professional
Bosnian
Professional

Certification

  • Real Estate Salesperson
  • Notary Public

References

References available upon request.

Timeline

Operations Manager

Eastern Bank
06.2023 - Current

Senior Teller /Customer Service Representative

Eastern Bank
10.2019 - Current

Cashier Supervisor

Floor & Decor
11.2018 - 10.2019

Certified - Real Estate

Freedom Trail Realty

High School Diploma -

Lynn Vocational Technical Institute

Some College (No Degree) - Business Administration

North Shore Community College

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Nermana COLIC