Nancy Owens
Timberlake,US
Summary
Detail-oriented professional experienced in providing professional and courteous customer service with high levels of integrity and accuracy. Technology-inclined professional possesses strong troubleshooting capabilities, experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Seeking a full-time position that offers professional challenges utilizing interpersonal skills with career development.
Overview
17
17
years of professional experience
4
4
Online Training Certificates
1
1
Online Diploma in Cyber Security
Work History
Teller Operations Specialist – Teller Center
Coastal Credit Union
Durham, NC
11.2020 - 09.2023
- Leadership & organizational skills to assist teller managers in coordinating daily responsibilities
- Take ownership of resolving member requests or problems in timely manner
- Followed up on customer complaints and provided solutions to enhance customer satisfaction.
- Receive and process member financial transactions, including deposits, withdrawals, loan payments, transfers, and check cashing via Personal Teller Machines/ITM
- Adhere to compliance of corporate policies and regulations
- Complete currency transaction reports and suspicious activity reports as needed
- Participate in sales/quality referral process/opportunity spotting as directed by management, increased sales by 15%
- Mentor new teammates & tellers for Teller Center
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
IT Service Desk Agent – IT Operations Department
Coastal Credit Union
Raleigh, NC
05.2018 - 11.2020
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Engaged in user support interactions via telephone, chat and email platforms.
- Managed over 50 service calls per day.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Identified system hardware, network infrastructure, and connectivity issues that prevented execution of user-initiated tasks.
- Skilled at working independently and collaboratively in team environment.
- Self-motivated, with strong sense of personal responsibility.
- Passionate about learning and committed to continual improvement.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution
- Engaged in user support interactions via telephone, chat and email platforms
Teller / Teller Operations Specialist - Backup
Coastal Credit Union
Durham, NC
11.2010 - 05.2018
- Perform routine banking tasks, including making deposits, withdrawals, transfers, and cash advances, receiving loan payments, and cashing checks
- Comply and stay up to date with applicable laws and regulations
- Promote strong member interactions, build relationships, and participate in cross-selling, and offer new products and services
- Actively contribute to meeting branch business goals, as well as individual sales and member service goals
- Monitored and reported suspicious activity in line with bank security policies.
- Assisted with training of new tellers on policies and procedures.
- Executed wire transfers, stop payments and account transfers.
- Established rapport with new clients to increase satisfaction and loyalty.
- Processed customer transactions promptly, minimizing wait times.
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
Senior Teller
Coastal Credit Union
Durham, NC
01.2007 - 11.2010
- Provide Member Service and support teller line on exception base need
- Responsible for cash controls of branch and ATM balancing and servicing
- Open and close branch, and control daily and monthly audits
- Maintain knowledge of regulatory procedures and corporate policies
- Complete and enforce annual compliance training of Bank Secrecy Act, Check Kiting, and Check Fraud.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Answered phone and email inquiries on banking products.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Managed overdraft reports and performed audits.
- Recognized and prevented fraudulent activities and suspicious transactions.
- Enforced compliance with bank regulations and policies to reduce financial risks.
Education
High School Diploma -
PCC
Roxboro, NC01.2022
Skills
- ServiceNow
- Active Directory
- Microsoft Office 365
- Microsoft Teams
- VMware
- System Enhancement
- Configuration Management
- Operating System Management
- Mobile Device Management
- On Call Support
- Inventory Control Processes
- Data Security and Validation
- Positive Reinforcement
- Policy and Procedure Adherence
Certification
Dealing With Difficult People In Life & Work
Cert No: 1669-34334922
Create Your First Python Program
Cert No: 8Y3PNMGPH7N4
Cyber Security Understand Threats & Prevent Attacks
Cert No: 5177-34334922
Diploma in Cyber Security
Cert No: 5989-34334922
Computer Networking – Digital Network Security
Cert No: 1447-34334922
Dealing With Difficult People In Life & Work Training
Course: Dealing With Difficult People In Life & Work
Score 92% Study Time 2:15:25
Modules Studied Module 1: Fundamentals, Insights & Strategies for Dealing with Difficult People
Module 2: Course assessment
Difficult people can be a challenging problem but with these cutting edge skills from a Master Therapist this problem can be easily solved. You'll discover the secret reasons why difficult people are the way they are and learn techniques that can stop difficult people in their track. In this course you will discover the secret skills used by top therapists to deal with the most challenging of people. From annoying people in line at Walmart all the way to lock-down psychiatric patients.
Alison is one of the world's largest free learning platforms for education and skills training.Work Availability
monday
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Quote
“Don’t ever confuse the two, your life and your work. The second is only part of the first.”
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