Rita Smith
Sinking Spring,PA
Summary
Dynamic individual with hands-on experience i am great with working with people and children I have a 6 year old granddaughter I work with at home and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals. I have helped with the Easter photos working with children. And when my kids were in school i was on the PTO and helped out with STAA baseball.
Overview
41
41
years of professional experience
Work History
Mortgage Contact Center
M & T Bank
Buffalo, NY
05.2023 - 08.2025
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Paid attention to detail while completing assignments.
- Managed time efficiently in order to complete all tasks within deadlines.
- Conferred with existing and potential customers to assess requirements and propose optimal solutions.
- Proactively managed client correspondence and recorded tracking and communications.
Retail Customer Service Representative
M & T Bank
Buffalo, NY
08.2021 - 05.2023
- Provided exceptional customer service by addressing inquiries and resolving issues promptly.
- Assisted customers with account management, including transactions and balance inquiries.
- Educated clients on banking products and services to enhance financial literacy.
- Collaborated with team members to streamline processes for improved operational efficiency.
- Trained new staff on customer service protocols and best practices for engagement.
- Assisted customers with finding suitable products, leading to higher sales revenue.
- Resolved customer complaints promptly, resulting in increased loyalty and repeat business.
- Monitored customer feedback and made adjustments to improve service quality.
- Cross sell complementary items when appropriate, increasing overall transaction value and maximizing profits.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Branch Operations Supervisor
M & T Bank
Tuckerton, Pa.
06.1984 - 08.2021
- Supervised daily branch operations, ensuring adherence to policies and procedures.
- Trained and developed staff on customer service excellence and operational protocols.
- Implemented process improvements, enhancing workflow efficiency and reducing errors.
- Monitored compliance with regulatory requirements, mitigating risks associated with branch activities.
- Facilitated cross-departmental communication to streamline services and enhance customer experiences.
- Conducted periodic audits to ensure compliance with regulatory requirements and internal guidelines.
- Developed strong relationships with key clients, resulting in increased loyalty and repeat business.
- Managed daily branch operations, ensuring smooth functioning and adherence to company policies.
- Configured general ledger to record transactions.
- Ensured optimal staffing levels by managing schedules, vacations, and time-off requests of branch employees.
- Maintained friendly and professional customer interactions.
- Complied with regulatory guidelines and requirements.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
Education
High School Diploma -
Wilson High School
West Lawn, Pa06-1980
Skills
- Friendly, positive attitude
- Problem-solving
- Attention to detail
- Calm under pressure
- Decision-making
- Active listening
Timeline
Mortgage Contact Center
M & T Bank
05.2023 - 08.2025
Retail Customer Service Representative
M & T Bank
08.2021 - 05.2023
Branch Operations Supervisor
M & T Bank
06.1984 - 08.2021
High School Diploma -
Wilson High School