Summary
Overview
Work History
Education
Skills
Timeline
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Sara DeMull

Sara DeMull

Cedar Springs,MI

Summary

Enthusiastic and motivated individual passionate about customer service. Team player works well both independently and within team settings to achieve goals. Skilled communicator and problem solver committed to creating positive customer experiences.

Knowledgeable and dedicated customer service professional with extensive experience in banking industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

15
15
years of professional experience

Work History

Customer Service Associate 2

Independent Bank
Rockford , MI
11.2018 - Current
  • Inform customers about special promotions and provided detailed information for various products.
  • Help large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Respond to customer calls and emails to answer questions about products and services.
  • Answer customer telephone calls promptly to avoid on-hold wait times.
  • Investigate and resolved customer inquiries and complaints quickly.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Maintain up-to-date knowledge of product and service changes.
  • Promote superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Follow up with customers about resolved issues to maintain high standards of customer service.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Learned and adapted quickly to new technology and software applications.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Developed strong organizational and communication skills through coursework and volunteer activities.
  • Learn about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
  • Educate customers on use of banking website and mobile apps.
  • Complete highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Build and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
  • Sold and cross-sold bank products to new and existing customers.
  • Answer telephone inquiries on checking and savings accounts, loans, and lines of credit.
  • Answer customer inquiries regarding account balances, transaction history, services charges, and interest rates.
  • Identify sales opportunities and referred customers to branch partners in financial services.
  • Follow up on customer complaints and provided solutions to enhance customer satisfaction.
  • Maintain in-depth knowledge of bank products and services to provide appropriate recommendations to customers.

Lead Bank Teller

Independent Bank
Cedar Springs, MI
11.2016 - 11.2018
  • Mentored newly hired team members on appropriate responses to patron questions.
  • Mentored and trained new tellers on bank procedures and customer service standards.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Identified potential needs through observation, questioning, and listening.
  • Cross-sold credit cards, loans and other bank products.
  • Introduced customers to other bank team members to help meet financial needs.
  • Answered inquiries regarding checking and savings accounts and other related products.
  • Investigated and promptly resolved issues with patron accounts.
  • Referred customers to other banking departments for specialized services.
  • Managed daily bank operations by processing customer transactions and providing exceptional customer service.
  • Examined tellers' reports of daily transactions for accuracy.
  • Generated monthly reports on customer activity, teller offages and branch cash audits.
  • Performed account maintenance by closing out accounts and changing customer addresses.
  • Assisted customers with setting up or closing accounts and signing up for new services.
  • Counted, verified and handled bank deposits and armored car transactions.
  • Replenished ATM funds in empty canisters prior to validation process.
  • Executed wire transfers, stop payments and account transfers.
  • Educated customers on online banking and mobile banking applications.
  • Maintained strong knowledge of bank products, services, procedures and regulatory requirements to assist staff members with questions and difficult or complex tasks.
  • Established rapport with new clients to increase satisfaction and loyalty.
  • Maintained friendly and professional customer interactions.

Bank Teller

Independent Bank
Cedar Springs, MI
10.2008 - 11.2016
  • Processed customer transactions promptly, minimizing wait times.
  • Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
  • Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
  • Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
  • Identified sales opportunities and referred customers to branch partners in financial services.
  • Followed up on customer complaints and provided solutions to enhance customer satisfaction.
  • Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
  • Trained new hires on customer service policies and procedures.

Education

High School Diploma -

Tri-County High School
Howard City, United States
05.2003

Skills

  • Team Collaboration
  • Regulatory Compliance
  • Clerical Support
  • Complex Problem-Solving
  • Customer Complaint Resolution
  • Customer Service
  • Account Management
  • Account Updating
  • Product and Service Solutions
  • Product Knowledge

Timeline

Customer Service Associate 2

Independent Bank
11.2018 - Current

Lead Bank Teller

Independent Bank
11.2016 - 11.2018

Bank Teller

Independent Bank
10.2008 - 11.2016

High School Diploma -

Tri-County High School

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Sara DeMull