Roxanne Alston
Banking and Finance
Philadelphia,PA
Summary
Accuracy-focus banking professional, experience in sales and services, cash handling, transaction management and fraud prevention. Promotes bank products and services to drive revenue and customer loyalty. Persuasive communicator analytical in solving customers' problems.
Overview
1
1
year of professional experience
Work History
Senior Customer Service Representative
Santander Consumer USA
Philadehia, PA
03.2023 - Current
- Conducted customer service training for new hires.
- Developed and implemented customer service policies and procedures.
- Resolved escalated customer complaints in a timely manner.
- Monitored customer feedback surveys to identify areas of improvement.
- Created marketing campaigns designed to increase sales and promote brand awareness.
- Responded promptly to inquiries from customers about products or services.
- Identified trends in customer issues and provided recommendations for resolution.
- Provided product information and answered questions regarding features, pricing plans.
Senior Banking Specialist/Supervisor
TD Bank NA
Philadelphia, Pennsylvania
Dec2012 - 01.2023
- Identified transaction errors when debits and credits did not balance.
- Resolved problems or discrepancies concerning customers' accounts.
- Exceeded customer service satisfaction ratings by 39% by providing prompt answers to specific questions.
- Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
- Maintained confidentiality of bank records and client information, directed specific questions to appropriate branch personnel and exceeded customer service satisfaction ratings.
- Used customer information to tailor recommendations to promote or sell travelers' checks, savings bonds and cashier's checks.
Senior Banking Customer Service Specialist
SunTrust
West Palm Beach, FL
Feb2009 - Nov2012
- Identified transaction errors when debits and credits did not balance.
- Prepared official checks for customer and internal bank needs.
- Assisted members in managing online services and achieving daily banking needs.
- Resolved problems or discrepancies concerning customers' accounts.
- Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
- Attracted potential customers by answering product and service questions and suggesting information about other offerings.
Education
Associate of Arts -
Jamaica School of Banking And Finance
Kingston, Jamaica06.2004
Skills
- Recordkeeping and Documentation
- Customer Service
- Relationship Building
- Discrepancy Resolution
- Problem Solving
- Attention to Detail
- Team Leadership
- Exchange Rate Quotes
- Customer Loan Processing
- Product and Service Sales
- Complaint resolution
- Service recommendations
- Database Management
- Account management
- Professional telephone demeanor
- Receiving support
- Recordkeeping strengths
- Training development aptitude
- Service standard compliance
Accomplishments
- Promoted to branch supervisor due to credit card and residential mortgage loan applications increase that achieved amazing results for our team/ branch
- Promoted from a teller to customer Service rep, in less than 12-months.
- Drove 23 % improvement in 3 profits through aggressive customer Sales and Service
- Led team to achieve major, earning recognition from upper management and financial reward.
- I hold the referral champion title for the most Investment referrals for 2 consecrative years row.
Affiliations
- VP of the Women volleyball team Association in Kingston, Jamaica (2008 - 2020)
References
- Tanisha Burke - Manager telephone number (267)475-1044, email address tanisha.burke@td.com
- Stacey McClure - Supervisor/Senior Financial Specialist, Telephone (267) 345-8889, email stacey.mcclure@td.com
- Cordell Crawley - Supervisor/Team Member telephone number (267)904-0034, email address crawleyc216@gmail.com
Quote
The person who says it cannot be done should not interrupt the person who is doing it.
Chinese proverb
Timeline
Senior Customer Service Representative
Santander Consumer USA
03.2023 - Current
Senior Banking Specialist/Supervisor
TD Bank NA
Dec2012 - 01.2023
Senior Banking Customer Service Specialist
SunTrust
Feb2009 - Nov2012
Associate of Arts -
Jamaica School of Banking And Finance
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