Nicole Heffley
Parker,CO
Summary
Enthusiastic Senior Customer Service Representative with more than 14 years of customer service and management experience adds value to business by providing outstanding customer service, engaging customers and building relationships. Exhibits strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at high level to consistently meet or exceed business quality and productivity standards.
Overview
14
14
years of professional experience
Work History
Senior Customer Service Representative
Best Card
08.2020 - Current
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Engaged clients over phone to answer questions and address complaints.
- Trained and directed new employees in calls, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Mentored junior team members, contributing to their professional development and overall team success.
- Processed, scheduled and executed customer orders for new and established customers.
- Escalated issues to proper supervisors when standard processes were not effective.
- Delivered prompt service to prioritize customer needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Identified and resolved discrepancies and errors in customer accounts.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Branch Service Manager
Wells Fargo
09.2019 - 08.2020
- Handled customers' complaints and questions with utmost professionalism to restore satisfaction and maintain loyalty to branch.
- Delivered quality service with remarkable efficiency by skillfully overseeing daily branch operations.
- Improved customer satisfaction by addressing and resolving service-related issues promptly and professionally.
- Managed branch vault and cash supply to keep appropriate level of currency on hand.
- Processed customers' deposits, transfers and cash withdrawals.
- Protected branch assets through security monitoring and effective assessment techniques at each customer contact point.
- Evaluated employee performance regularly, providing constructive feedback for continuous improvement.
- Organized schedules to adequately cover routine business demands as well as special periods of high demand such as during COVID
- Cross-sold products such as consumer loans by listening to customers and understanding needs and taught staff to implement similar processes in every interaction.
- Helped customers effectively navigate bank technology such as kiosks and mobile access to reduce common questions and unprofitable interactions.
- Partnered with human resources on implementing personnel changes when necessary, including promotions or terminations.
- Optimized staff scheduling to ensure adequate coverage during peak hours and reduced overtime expenses.
- Boosted team morale through effective communication, recognition of achievements, and creating a positive work environment.
- Conducted regular audits of branch activities, ensuring compliance with regulatory requirements and company policies.
- Facilitated problem-solving sessions among team members, empowering them to address challenges independently as they arose.
- Enhanced security measures within the branch, minimizing instances of fraud or theft.
- Complied with established internal controls and policies.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
Senior Personal Banker
Wells Fargo
10.2013 - 09.2019
- Resolved complex customer inquiries, demonstrating exceptional problem-solving skills and customer service expertise.
- Conducted financial reviews for customers, identifying opportunities for cross-selling additional products and services.
- Collaborated with branch team members to ensure seamless execution of daily operations and optimal customer experience.
- Ensured compliance with all regulatory requirements, protecting both the bank''s reputation and its customers'' interests.
- Strengthened client relationships through consistent follow-ups and proactive communication.
- Enhanced customer satisfaction by providing personalized banking solutions and prompt service.
- Increased loan portfolio growth by identifying client needs and recommending appropriate financial products.
- Promoted financial products by maintaining excellent service offering knowledge.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Cross-sold bank products and services to meet customer needs and provide options.
- Executed wire transfers, stop payments and account transfers.
- Processed applications for new accounts.
- Assisted customers with banking needs and inquiries.
- Received loan and utility payments, sending funds to correct destinations.
- Completed many offsite events to teach prospective clients about general banking and credit.
- Facilitated financial literacy workshops for local community members, promoting responsible money management habits and fostering goodwill toward the bank.
Branch Supervisor
TCF National Bank
04.2013 - 10.2013
- Boosted customer satisfaction with attentive service and prompt resolution of issues.
- Motivated, trained and disciplined employees to meet performance benchmarks.
- Handled escalated customer complaints professionally while working towards swift resolutions that maintained client satisfaction levels.
- Assigned job roles and oversaw performance.
- Led team meetings to share updates, discuss performance metrics, and set goals for improvement.
- Ensured accurate record-keeping by conducting thorough audits of branch financials and reporting discrepancies in a timely manner.
- Organized staff training sessions to enhance skills and maintain compliance with industry regulations.
- Reduced employee turnover by fostering a positive work environment and addressing concerns promptly.
- Assisted front-line staff with handling difficulties, resolving problems and managing large transactions.
Teller/Retail Personal Banker
TCF National Bank
07.2012 - 04.2013
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Managed risk exposure by closely monitoring account activity and taking appropriate action when necessary, safeguarding both clients'' and bank''s interests.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Conducted regular audits to ensure compliance with bank policies and regulatory requirements, maintaining a low error rate throughout tenure.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Provided exceptional customer service by resolving complex issues quickly, earning multiple commendations from satisfied clients.
- Processed customer transactions promptly, minimizing wait times.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Increased new account acquisitions through effective cross-selling of bank products and services.
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
Assistant Manager
Maurices, A Division Of Ascena Retail Group
07.2012 - 01.2013
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Generated repeat business through exceptional customer service.
- Oversaw daily operations to maintain store cleanliness and organization.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Defined clear targets and objectives and communicated to other team members.
Lead Teller
Guaranty Bank And Trust
07.2011 - 06.2012
- Managed cash inventory, ensuring accurate balancing of the vault and individual teller drawers daily.
- Assisted in training new tellers to ensure a consistent level of excellent service across the team.
- Supported branch management in conducting audits, demonstrating attention to detail while verifying transactional records for accuracy.
- Mentored junior tellers, fostering professional growth and improved performance within the team.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
Education
Bachelor of Arts - History
Colorado State University
Fort Collins, CO05-2011
Skills
- Customer support
- Complaint resolution and quality assurance
- Payment processing
- Staff training
- Credit card processing
- Service recommendations
- Procedure writing
- Representative training
- Teamwork and collaboration
- Employee coaching
- Remote office availability
- Professional telephone demeanor
- Administrative and office support
- Transaction processing
- Policies and procedures adherence
- Training development aptitude
Timeline
Senior Customer Service Representative
Best Card
08.2020 - Current
Branch Service Manager
Wells Fargo
09.2019 - 08.2020
Senior Personal Banker
Wells Fargo
10.2013 - 09.2019
Branch Supervisor
TCF National Bank
04.2013 - 10.2013
Teller/Retail Personal Banker
TCF National Bank
07.2012 - 04.2013
Assistant Manager
Maurices, A Division Of Ascena Retail Group
07.2012 - 01.2013
Lead Teller
Guaranty Bank And Trust
07.2011 - 06.2012
Bachelor of Arts - History
Colorado State University
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