PEARLIE SEWELL

Experienced Senior Personal Banker with expertise in retail banking and a demonstrated ability to build strong customer relationships. Proven success in utilizing consultative sales techniques to identify the best banking products, resulting in increased client satisfaction and retention. Skilled in managing a multimillion-dollar portfolio while leading and developing teams to exceed company objectives. Core competencies include strategic sales planning, risk management, and exceptional customer service, driving significant business growth.

• Personal Banker II, Fifth Third Bank, 05/21, Present, Providing excellent customer service to clients to ensure customer satisfaction and generate memorable experiences., Support new customers in opening accounts and applying for loans, including reviewing client financial documentation and transactions., Uncovering financial needs through the use of the Financial Needs Assessment (FNA) and Consultative Selling Skills process to recommend appropriate financial solutions., Utilize bank provided tools and reports to uncover leads to drive revenue and household growth results., Perform daily outreach activities to connect with, onboard, cross-sell, and grow new/existing client relationships., Engaging in collaborative sales by partnering with One Bank partners to provide clients with additional financial products., Assist Financial Center Manager with performing daily tasks including leading huddles, joining marketing calls, onboarding/training new-hires, and branch operations.
• Customer Solutions Lead Supervisor, Delta Air Lines, Inc, 06/08, 08/20, Supervised, coached, and oversaw a team of 160 staff members located both in Atlanta and Dallas including assisting with providing flight information and resolving escalated customer issues., Documented and resolved issues for airline customers which led to maintaining the highest customer experience score the year of 2018., Assisted customers with past date service issues for DL, AF and KLM through a written correspondence or over the phone., Provided performance reviews and held one-on-one coaching sessions to improve employee performance and engagement., Created and spearhead strategic business plans to meet company goals and incentivize employee engagement.
• Airport Customer Service Gate Agent, Delta Air Lines, Inc, 08/06, 06/11, Provided personable customer service experiences to customer during the entire boarding process., Assisted passengers with safely boarding/deplaning an aircraft in accordance with company policy this includes special needs passengers and families with children., Adhered to Delta policy for boarding Medallion/Elite/General passengers., Strived daily to create a more personal relationship with our customers and not just a customer relationship by listening and connecting with them to handle their concerns and needs.
• Sales Support Representative, Delta Air Lines, Inc, 08/03, 03/05, Resolved wide range of customer problems, assisted passengers with flight data information in a timely and professional manner., Assisted customers with generating desired flight bookings and selling additional flight add-ons including travelers' insurance, luggage, seat upgrades, and membership enrollment., Created, reviewed and updated Delta frequent flyer accounts for customers., Provided telephone assistance and redirected callers to the appropriate department., Communicated to all customers the company's quality control standards including sales promotions on Delta airfares.
• Office Operation Assistant Manager, Dispatch Services, Inc., 05/05, 08/06, Assumed full responsibility for day-to-day office administrative functions including booking freight and answering telephone inquiries in the office manager's absence., Collaborated and coordinated with 3PL company drivers, terminals managers and various transportation carriers for scheduled inbound and outbound deliveries., Processed, verified, managed and prepared over 200 LTL ship cards. Reviewed all outbound freight manifests, and transportation carrier bills of lading., Expertly checked all shipping documents with meticulous attention to detail; verified and processed all over, short and damaged good claims with vendors and carriers., Expedited, tracked and traced inbound freight shipments via the internet and through conducting telephone inquiries with customers.
• Lead Teller, Bank of America, 08/95, 12/97, Coached, managed and assisted a team of 6 tellers with processing cash, check and electronic transactions during the absent of the Customer Service Manager., Performed operation activities to ensure the branch was in compliance with company policy and federal regulations including ordering cash, completing drawer audits, and processing branch reporting., Engaged in high-value conversations with customers to uncover opportunities and meet monthly referral goals., Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.