Ranae McGinn
Summary
Personable and friendly with a love for helping customers. Motivated Escalations Representative with over 17 years of experience in banking and customer service. Adaptable and dependable team player with an upbeat and positive attitude. Proven history of building trust with customers to promote satisfaction, resolve concerns and maintain long-term loyalty. Adept at handling high caseloads without sacrificing quality of care.
Overview
18
18
years of professional experience
Work History
Account Manager & Assistant
McGinn Handyman Services LLC
08.2021 - Current
- Build relationships with new and existing clients by responding to estimate requests quickly and with a courteous demeanor
- Establish working relationships with various tradesmen to ensure the needs of elderly clients are met with integrity and care
- Complete small jobs in senior residential communities to include painting, cleaning, landscaping, moving furniture and small home repairs
- Assist with large jobs such as home renovations, demolitions, drywall repair, plumbing and electrical issues in senior residential communities.
Executive Office Case Specialist
Wells Fargo
04.2023 - 04.2024
- Investigate customer complaints and provided resolutions to escalated issues.
- Gather information from customers, vendors, and other departments to resolve customer disputes.
- Review existing policies, procedures, and processes related to customer complaints and proposed changes as needed.
- Monitor the progress of each issue and ensure timely resolution within established SLAs.
- Draft responses to customers regarding their complaints and maintained effective communication with them.
- Communicate effectively with customers via telephone or email regarding their complaint resolution status updates.
- Review accounts that have reached their SLA deadline. Communicate with team members and assist with processing extensions and sending correspondence.
Branch Manager
FirstBank
09.2015 - 08.2021
- Built a strong rapport with new and existing clients to better serve financial needs and promote branch loyalty
- Reviewed and completed daily financial reports
- Identified risks and potential fraudulent transactions involving checks, debit cards, wire transfers and accounts
- Reviewed collection reports to determine the status of collections and the amounts of outstanding balances
- Reported delinquent accounts to appropriate agencies when required
- Oversaw the flow of cash for the branch, individual cash boxes, ATM and special cash orders
- Conducted regular audit reviews required by laws, regulations, and the financial institution.
Operations Supervisor
FirstBank
05.2011 - 09.2015
- Provided exceptional customer service by identifying and addressing escalated customer concerns and inquiries
- Trained and supervised employees engaged in opening new accounts and cross-selling additional products
- Trained and supervised teller line staff ensuring cash box limits are maintained and policies are followed
- Delivered employee performance evaluations to acknowledge areas of strengths and identify areas for improvement.
Lead New Account Representative
FirstBank
04.2007 - 05.2011
- Delivered exemplary service to customers to build strong rapport and account growth from day one
- Served as primary contact and support for maintaining account information and opening and closing accounts
- Introduced new products and services to existing customers to boost revenue
- Responded promptly to customer queries and complaints to find solutions
- Processed international and domestic wire transfers, submitted debit card and credit card disputes, cashed checks and posted deposits and withdrawals.
Teller Representative
FirstBank
07.2006 - 04.2007
- Greeted customers and offered sincere and pleasant service during entire transaction
- Built and maintained customer relationships through quality, personalized interactions in person and over telephone
- Cross-sold bank products by answering inquiries, informing customers of new services and promotions
- Performed transactional, operational and customer support tasks such as cashing checks, processing deposits, issuing cashier's checks and special cash orders
- Balanced cash boxes and served as dual control while balancing the ATM and the vault at end of shifts.
Skills
- Customer Service
- High Performing
- Problem-Solving
- Risk Management
- Training & Development
- Data Entry
- Microsoft Office
- Call Documentation
- Account Management
- Regulatory Compliance
- Calm Under Pressure
- Understanding Customer Needs
- Complaint Resolution
- Remote Office Availability
- Customer Relations
- Relationship Building
Timeline
Executive Office Case Specialist
Wells Fargo
04.2023 - 04.2024
Account Manager & Assistant
McGinn Handyman Services LLC
08.2021 - Current
Branch Manager
FirstBank
09.2015 - 08.2021
Operations Supervisor
FirstBank
05.2011 - 09.2015
Lead New Account Representative
FirstBank
04.2007 - 05.2011
Teller Representative
FirstBank
07.2006 - 04.2007
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