Norma Hendricks
Allentown,PA
Summary
Highly self-motivated and dependable professional with a proven track record of achieving high performance with minimal supervision. Strong customer service skills and ability to excel in fast-paced environments. Excellent multitasking and team collaboration abilities. Seeking a challenging opportunity to contribute to a dynamic organization.
Overview
14
14
years of professional experience
Work History
Assistant Branch Manager
Univest Bank
06.2024 - Current
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Enhanced customer satisfaction by providing exceptional service and addressing concerns promptly.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Contributed to the development and implementation of strategic plans for the branch that aligned with overall bank objectives, driving sustained growth and success.
- Streamlined branch operations for increased efficiency through implementation of new processes and procedures.
Retail Sales Consultant
AT&T Retail Store
01.2021 - Current
- Demonstrated exceptional understanding of customer needs and provided appropriate product solutions, with a focus on no-contract options
- Conducted product demonstrations to educate customers and enhance their buying experience
- Maintained a positive attitude and created a competitive, friendly atmosphere to exceed sales goals
- Thrived in a fast-paced team environment and effectively multitasked to serve multiple customers simultaneously
- Responsible for store opening and closing procedures
- Assisted with inventory maintenance to ensure product availability
Operations Support Specialist
NEPA Community Federal Credit Union
11.2018 - 08.2020
- Processed daily reports for ACH, Share Draft, Visa, and Cash Balance, ensuring accuracy and compliance
- Handled Debit Card and Credit Card disputes, providing prompt resolutions to customer concerns
- Initiated and confirmed wire transfers following established policies and procedures
- Managed account maintenance, checkbook orders, and debit/credit card requests efficiently
- Handled Charged Off Accounts and reported them to Chexsystems for appropriate action
- Processed Accounts Payable, maintaining meticulous records
- Provided excellent customer service and addressed over-the-phone banking needs for the Call Center
Contracts Compliance Coordinator
Wyndham Destinations
04.2018 - 11.2018
- Audited contract documents to ensure compliance with company standards
- Verified contract financial information and funds, maintaining accuracy in financial transactions
- Performed routine data entry and maintained audit exception reporting
- Reported daily workflow status, ensuring timely completion of tasks
- Stayed up to date with corporate and departmental policies, ensuring adherence to guidelines
- Handled clerical tasks such as mail distribution and document imaging, promoting organizational efficiency
Tour Reception Agent
Wyndham Destinations
09.2017 - 04.2018
- Managed daily tour reception reports and verified tour schedules for efficient operations
- Prepared tour sheets for sales representatives, facilitating smooth sales processes
- Greeted guests and ensured survey information accuracy for valuable customer feedback
- Assigned tours to representatives and maintained sales rotation to optimize sales opportunities
- Handled data entry in the CRS System, maintaining accurate records
- Provided administrative support to upper management, demonstrating strong organizational skills
Sales Agent
Wyndham Destinations
03.2015 - 09.2017
- Built rapport with current and prospective owners
- Articulated timeshare benefits tailored to each customer
- Initiated transactions and utilized effective closing techniques to generate sales
Phone Banker 2
Wells Fargo Bank
06.2014 - 03.2015
- Expanded customer relationships through consultative sales
- Handled incoming calls, promoting products and services
- Solved complex problems using multiple software programs
- Contributed to a goal-oriented team and delivered excellent customer service
Teller Supervisor
PNC Bank
06.2011 - 12.2013
- Scheduled staff and managed branch opening and closing times
- Trained employees on cash drawer operations and banking products
- Balanced daily cash deposits and maintained bank vault inventory
- Adhered to security and audit procedures
Education
Bachelor of Science (BS) - Business Administration
Southern New Hampshire University
02.2025
The Human Resources Certification Program -
Udemy.com
Skills
- Financial services
- Cash handling
- Operational efficiency
- Audit preparation
- Account retention
- Client relationship management
- Operations management
- Team development
Timeline
Assistant Branch Manager
Univest Bank
06.2024 - Current
Retail Sales Consultant
AT&T Retail Store
01.2021 - Current
Operations Support Specialist
NEPA Community Federal Credit Union
11.2018 - 08.2020
Contracts Compliance Coordinator
Wyndham Destinations
04.2018 - 11.2018
Tour Reception Agent
Wyndham Destinations
09.2017 - 04.2018
Sales Agent
Wyndham Destinations
03.2015 - 09.2017
Phone Banker 2
Wells Fargo Bank
06.2014 - 03.2015
Teller Supervisor
PNC Bank
06.2011 - 12.2013
The Human Resources Certification Program -
Udemy.com
Bachelor of Science (BS) - Business Administration
Southern New Hampshire University
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