Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Samantha Stoltz

Lawrence,PA

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Customer Service Officer

BNY Mellon
10.2023 - Current
  • Supports clients in addressing and resolving complex operational and technical issues and ensuring requests are executed by having advanced problem-solving skills, judgement, and experience to analyze information
  • Uses developed communication skills to deliver high quality service to clients
  • Uses a CRM platform for all communication with clients
  • Actively participate in knowledge sharing with the team to support other CSOs.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer calls and emails to answer questions about products and services.

Administrative Assistant

Ascent Financial Group
07.2023 - 10.2023
  • Provides administrative and office support to elite producers building generation wealth
  • Requires effective communication with clients from a variety of financial backgrounds and the ability to build and maintain relationships.
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Executed record filing system to improve document organization and management.
  • Enhanced office efficiency by streamlining administrative processes and implementing organizational systems.

Client Service Associate

PNC Bank, NA
01.2021 - 05.2023
  • Partners with Advisors/Leaders on any client related activities
  • Partners closely with the Advisors, Middle Office, or Operations teams for service request fulfillment.
  • Enhanced client satisfaction by effectively addressing and resolving inquiries in a timely manner.
  • Increased team efficiency by developing streamlined processes for client communication and account management.
  • Managed a portfolio of clients, ensuring timely delivery of services and maintaining strong professional relationships.
  • Assisted in the retention of high-value clients through proactive communication and exceptional service delivery.
  • Collaborated with sales teams to onboard new clients, providing a smooth transition experience for all parties involved.

Middle Office Services Analyst

PNC Bank, NA
07.2019 - 01.2021
  • Managed variety of tasks associated with opening new Wealth Management IM&T and Private Banking accounts
  • Understanding of required documentation and workflow
  • Communicates effectively with Fiduciary staff and other internal partners
  • Responsible for identifying risk.
  • Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
  • Identified and resolved problems through root cause analysis and research.

Branch Banker (BSSA-DMLO)

PNC Bank, NA
04.2018 - 07.2019
  • Strengthens customer relationships with a defined sales process
  • Engages customers in sales conversations to identify appropriate financial solutions
  • Also responsible for branch safety and awareness, compliance training, and overall sales proficiency
  • Demonstrates teamwork and partnership in a branch setting.
  • Improved customer satisfaction by providing personalized banking solutions and efficient service.
  • Managed branch operations for seamless transactions and excellent customer experiences.

Service Coordinator & Showroom Sales

Quality Propane
09.2016 - 01.2018
  • Provides daily administrative tasks, customer service, and sales
  • Interacts with clients via telephone for scheduling and maintaining service calls
  • Also responsible for various company tasks including charitable and community events, company newsletter, showroom redesign, and assisting co-owners
  • Occasional travel to service sites and appointments.
  • Communicated with clients and service providers to provide updates on work progress.
  • Resolved customer complaints and issues to drive satisfaction and loyalty.

Lead Teller

Wells Fargo
12.2014 - 07.2016
  • Engages customers in conversations, listens to them, and proactively helps to meet their needs
  • Processes and approves transactions accurately and efficiently
  • Helps to resolve customer concerns
  • Supports teller team education and development
  • Provides leadership in risk by following policies and procedures.
  • Managed daily bank operations by processing customer transactions and providing exceptional customer service.
  • Recognized and prevented fraudulent activities and suspicious transactions.
  • Mentored and trained new tellers on bank procedures and customer service standards.

Education

High School Diploma -

East Lincoln High School
Denver, NC
06.2009

Skills

  • Banking
  • Treasury Services
  • Identifying New Opportunities
  • Remote Work
  • Customer Communication
  • Confidentiality
  • Product Knowledge
  • Bank Account Maintenance
  • Account Management
  • Account Investigation
  • Database Maintenance

Certification

Asset-Map Platform Certification, Asset-Map

Timeline

Customer Service Officer

BNY Mellon
10.2023 - Current

Administrative Assistant

Ascent Financial Group
07.2023 - 10.2023

Client Service Associate

PNC Bank, NA
01.2021 - 05.2023

Middle Office Services Analyst

PNC Bank, NA
07.2019 - 01.2021

Branch Banker (BSSA-DMLO)

PNC Bank, NA
04.2018 - 07.2019

Service Coordinator & Showroom Sales

Quality Propane
09.2016 - 01.2018

Lead Teller

Wells Fargo
12.2014 - 07.2016

High School Diploma -

East Lincoln High School

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Samantha Stoltz