Nicole Thomas
Berlin,WI
Summary
Customer Service focused on consistently achieving company objectives to secure client satisfaction and loyalty.
Results-driven Business & Retail Banking Specialist with 15 years of experience providing small business solutions for wide range of industries. Effective communicator and negotiator passionate about building client relationships.
Proficient Business Banking Specialist bringing a proactive and hardworking approach and demonstrated success in accomplishing sales goals. Talented relationship-builder with good communication, multitasking and problem-solving abilities. Prepared to offer 15 years of related experience to take on a challenging new position with room for career growth.
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
18
18
years of professional experience
Work History
Business Banking Specialist
Farmers & Merchants Bank
Berlin, WI
09.2017 - Current
- Provided customer service and support to businesses of all sizes including answering inquiries, resolving issues, and processing request
- Diverse range of experience dealing with customers across the United States
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Drafted email scripts for agents handling incoming calls so that they can respond accurately and effectively.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Conducted research and reviewed findings to solve customer issues.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
- Developed relationships with customers by providing tailored advice on banking products and services.
- Assisted customers with the setup of online banking services, such as bill payment and account transfers.
- Analyzed customer credit profiles to determine eligibility for loans or other financial products.
- Monitored customer accounts daily to detect any suspicious activity or fraudulent transactions.
- Facilitated the transfer of funds between accounts owned by the same company.
- Provided exceptional customer service to ensure customer satisfaction.
- Developed and implemented strategies for providing excellent customer service experience.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Developed policies and procedures related to customer service operations.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Assisted in developing an effective system for tracking client requests from initial contact through resolution.
- Developed and implemented treasury policies and procedures to ensure compliance with internal control regulations.
- Prepared reports for management review and decision-making purposes.
- Coordinated with external auditors during annual audits to ensure accurate reporting of treasury activities.
- Managed all aspects of banking relationships including opening and maintaining accounts, managing lines of credit, negotiating loan agreements.
- Performed periodic reviews of operational processes in order to identify areas for improvement or cost savings opportunities.
- Provided guidance and support to staff members on various treasury initiatives and projects.
- Drafted presentations for senior management regarding proposed changes or updates to treasury operations.
- Collaborated with other departments when necessary in order to facilitate successful completion of tasks or objectives.
- Identified process improvements which could be made in order to streamline and automate certain manual processes.
- Implemented new technology solutions designed to improve efficiency or accuracy within the department's operations.
- Managed and maintained financial systems to monitor, assess and recommend technological advancement opportunities.
- Developed test plans for system releases ensuring that all quality standards are met prior deployment.
- Provided technical support during system implementations and upgrades in order to facilitate smooth transition into new systems or processes.
- Developed relationships with business owners to promote commercial banking services.
Personal Banker
First National Bank Of Berlin
Berlin, WI
09.2014 - 09.2017
- Educated customers on the various products and services offered by the bank.
- Developed relationships with customers to ensure their satisfaction with banking services.
- Processed customer transactions including deposits, withdrawals, transfers and loan payments.
- Resolved customer inquiries and complaints in a timely manner.
- Assisted customers with account openings, changes and closings.
- Identified opportunities to cross-sell additional products or services to existing customers.
- Performed daily cash balancing duties ensuring accuracy of funds in drawers.
- Adhered to established policies and procedures while providing excellent service.
- Generated new business through referrals from satisfied customers.
- Verified accuracy of documents submitted by customers during transactions.
- Supported and managed promotional activities to increase bank exposure and reputation in local community.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Assisted and advised customers on using online and mobile banking systems.
- Maintained position of trust and responsibility by keeping customer business confidential.
- Recognized transaction needs and educated clients on service and digital channels to assist with self-service.
- Developed relationships with customers by providing exceptional service
- Maintained customer data confidentiality while inputting information into system.
- Referred customers to appropriate bank personnel to meet financial needs.
Administrative Assistant
Envirofan
Oshkosh, WI
02.2014 - 08.2014
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Managed incoming calls while providing information or transferring callers to appropriate personnel.
- Maintained office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies.
- Coordinated mailings including sorting mail, preparing packages for shipping via courier service or postal service.
- Processed invoices for payment using accounting software applications.
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
- Handled confidential documents in an organized fashion according to established protocol.
- Managed database systems containing customer contact information.
- Answered questions from customers regarding products and services offered by the company.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Provided secretarial and office management support while building cooperative working relationships.
- Inventoried and ordered supplies for office.
- Maintained accurate department and customer records.
- Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
- Pleasantly welcomed visitors, answered phone calls and maintained front reception desk.
- Handled incoming calls and directed callers to appropriate department or employee.
- Created spreadsheets in Microsoft Excel for record-keeping and reporting.
- Received incoming shipments, verifying quantity and quality of items against purchase orders.
- Prepared invoices for customers, ensuring accuracy prior to shipment.
- Processed outbound shipments, including packing and labeling products for delivery.
- Monitored inventory levels and re-ordered supplies when necessary.
- Coordinated with vendors on shipping schedules and backorders.
- Operated computers to access information related to shipping activities.
- Performed regular cycle counts to maintain accurate inventory records.
- Reviewed customer orders for accuracy prior to shipping goods out of the facility.
- Inspected outgoing packages for damage before sealing them up for shipment.
- Researched discrepancies between physical count of items versus inventory system reports.
- Checked customer orders, labeling and documentation prior to shipment to avoid delays.
- Checked items to be shipped against work orders to confirm correct quantities, destination and routing.
- Organized deliveries by sorting and stocking receivables
- Monitored merchandise received and shipped from facility in computer system.
- Compared bills of lading against actual merchandise received, inspected for damaged goods and coordinated distribution to correct departments.
- Recorded shipment data for reporting, accounting or recordkeeping purposes.
- Examined shipment contents and compare with manifests, invoices or orders to verify accuracy.
- Compared and verified identifying information of outgoing shipments.
- Computed shipping, storage or demurrage charges using computer or price list.
Universal Banker
Farmers & Merchants Bank
Berlin, WI
10.2005 - 11.2013
- Provided customer service to clients by answering questions, resolving complaints and processing transactions.
- Assisted customers with online banking setup and troubleshooting issues.
- Opened new accounts for customers, including checking accounts, savings accounts and certificates of deposit.
- Processed deposits, withdrawals, loan payments and other financial transactions.
- Verified customer identity through driver's license or other forms of identification.
- Maintained records of customer interactions and transactions in accordance with bank policies.
- Balanced currency, coin and checks in cash drawers at ends of shifts and calculated daily transactions using computers or calculators.
- Cross-sold bank products such as debit cards, credit cards and overdraft protection plans to existing customers.
- Researched account discrepancies or errors identified during audits or reviews.
- Advised customers on how to use mobile banking applications effectively.
- Developed relationships with business owners to promote commercial banking services.
- Conducted outbound calls to follow up on leads generated from marketing campaigns.
- Answered telephone inquiries regarding account balances, fees or general information.
- Supported the implementation of new systems related to banking operations.
- Assisted customers with setting up direct deposits for their payroll checks.
- Provided guidance on establishing automatic transfers between various accounts.
- Maintained cash drawer by following exact procedures for transactions and strong security protocols.
- Satisfied customers by consistently delivering fast, knowledgeable services for diverse banking needs.
- Sold, upsold and cross-sold products to bank customers to achieve revenue targets.
- Completed daily cash balancing and operated ATMs.
- Ordered checks, placed stop payment orders and conducted additional special services for customers.
- Trained and coached less experienced team members in procedures, compliance standards and performance strategies.
- Managed escalations with polite service, knowledgeable support and unsurpassed professionalism to satisfy needs and protect bank reputation.
- Researched and resolved open items and deposit issues.
- Processed general ledger tickets for expenses and fee income.
- Met with new clients and completed pre-qualification procedures.
- Achieved or exceeded personal sales goals on consistent basis.
Education
High School Diploma -
Berlin High School
Berlin, WI05-1998
Skills
- Product and Service Knowledge
- Customer Care
- Microsoft Office Knowledge
- Subject Matter Expertise
- Business Relationship Management
- Small Business Relations
- Paperwork Coordination
- Account Management
- Risk Evaluation
- Relationship Management
- Strategy Development
- Business Development
Accomplishments
- My current position at Farmers & Merchants Bank was created specifically for me. I am a very well rounded individual when it comes to different aspects of knowledge within the bank. I am able to successfully help each retail or business customer independently, which enhances the customer's experience in a positive manner. I take great pride in being able to help my customers from beginning to end.
- I received the 10-4 award for being the best communicator in ... I have also been nominated multiple times for Customer Service Person of the year.
- We recently went through a core conversion, and I was one of those chosen to be on the Core Migration Team. This also included the separate task of making sure consumer and business online banking integrated without flaw.
Affiliations
- I am a mom of two boys, Gage (20) and Gavin (15). Gage works for a fiber cable company and mainly works out of state. Gavin is a Freshman in high school and is involved in many sports. Most of my time outside of work involves practices, football games, wrestling and track meets. I also enjoy spending time with Gage when he is home on weekends.
- I recently bought a house in the country on two acres and have many home and yard projects to keep me busy.
Timeline
Business Banking Specialist
Farmers & Merchants Bank
09.2017 - Current
Personal Banker
First National Bank Of Berlin
09.2014 - 09.2017
Administrative Assistant
Envirofan
02.2014 - 08.2014
Universal Banker
Farmers & Merchants Bank
10.2005 - 11.2013
High School Diploma -
Berlin High School
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