Summary
Overview
Work History
Education
Skills
Awards
References
Timeline
Generic

Rochelle Marsh

Decatur,GA

Summary

Highly motivated and possess excellent customer service skills and has the ability to handle a high volume of customer calls and complains in a fast paced environment. Excellent listening, oral & written communications, with the ability to motivate and train staff for development. Proficient in prioritizing business requirements in a timely manner, yet flexible to multitask when necessary. Comprehensive knowledge of handling basic accounting and transaction processing. Excellent computer and typing skills.

Overview

28
28
years of professional experience

Work History

Bank Support Specialist II

Truist
04.2014 - 02.2024
  • Provide excellence client experience and a strong oral communication skills.
  • Support Bank staff on calls for policies, products, processing and other retail related issues.
  • Resolve problems through research on policy/operational guidelines.
  • Take client calls on issues such as Fraud, Merchant Services, IRA cases, and Client Compliant problems to resolve basic to complex issues in a timely manner.
  • Track issues on Fraud cases to ensure customer problems or complaints have been resolved in timely manner.

Instore Assistant Branch Manager

SunTrust Banks
04.2014 - Current
  • Maintaining high levels of Controls through daily observation, coaching and weekly assigned sales goals among the management team and staff
  • Guide and motivate staff to attain sales goal by leading and setting objective for each month
  • Worked with Branch Manager to create plans that lead to achieving top level performance among the branch’s peer group
  • Ensure teammate are in compliance with policies & procedures, internal controls & risk management
  • Peer Coach for new hired Assistant Branch Manager and Financial Service Representative

Financial Service Representative II

SunTrust Banks
04.2014 - Current
  • Proactively initiate conversations with clients to deepen client relationships as opportunities are uncovered
  • Handle all clients’ transactions/Service needs in a quick and efficient manner while identifying opportunities to expand relationship
  • Maintain flexibility in working between both Teller line and Platform
  • Interact with clients waiting for teller assistance, turning a teller interaction into a conversation with a banker
  • Hold self-accountable for all defined expectations for sales, service and operational excellence
  • High level of proactive calling from referrals leads

Teller Service Supervisor

Scotiabank
01.2006 - 10.2013
  • Provide superior service through listening to customers, anticipating their needs, and recommending financial products and services
  • Identify and maximize cross-sell opportunities through customer profiling
  • Taking responsibility on all incoming calls & walk-in customer enquiries/concerns/complaints by resolving those matters to the customer satisfaction
  • Sales team leader to drive branch sales results through leading by example
  • Provide on-going coaching to team members to ensure consistent delivery of superior customer service
  • Strong knowledge of branch operations policies and procedures
  • Assist and support all aspects of branch management
  • Providing speed and accuracy on opening, maintained and closed accounts, deposits, withdrawals, personal loans and mortgage payment.

Sales Representative

Choice Communication
08.2004 - 12.2005
  • Aggressively sold wireless Cable Television, WDSL, and Dial-up to businesses and residential customers within V.I
  • Exceeded individual sales goals for (7) consecutive months
  • Utilized traditional door-to door, and cold-calling techniques to generate leads and close sales
  • Conducted direct mailings, and product demonstrations to show the benefits of DSL and cable products leading to successful sign-ups
  • Processed data entry for Sale Representative.

Main Service Representative

First Bank
08.1996 - 07.2004
  • Prepare and order appropriate branch cash supply, and balance ATM machines
  • Responsible for assisting customers in opening new accounts
  • Handle the processing of depositing, withdrawals, transfer of funds, Cashier’s Checks, Money Order, Traveler’ and making loan for customers
  • Perform the tasks of updating information on new banking products to customers
  • Handle responsibilities of providing excellent customer service by answering or referring financial questions to the supervisor
  • Perform the tasks of receiving and verifying loan payments, mortgage payments and utility bill payments.

Education

Bachelor Business Administration -

Everest University Online
12.2014

Diploma -

Charlotte Amalie High School
12.2004

Skills

  • MS Word
  • MS Excel
  • MS PowerPoint
  • MS Outlook

Awards

  • Graduated as an Honor Student from Charlotte Amalie High School
  • Certificate for Anti-Money Laundering and Information Security & Privacy
  • SunTrust PEA Gold Winner for 2016

References

Available on request

Timeline

Bank Support Specialist II

Truist
04.2014 - 02.2024

Instore Assistant Branch Manager

SunTrust Banks
04.2014 - Current

Financial Service Representative II

SunTrust Banks
04.2014 - Current

Teller Service Supervisor

Scotiabank
01.2006 - 10.2013

Sales Representative

Choice Communication
08.2004 - 12.2005

Main Service Representative

First Bank
08.1996 - 07.2004

Bachelor Business Administration -

Everest University Online

Diploma -

Charlotte Amalie High School

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Rochelle Marsh