Sarah Mackelprang
Worthington Bank
Fort Worth
5
years of professional experience
Customer-focused banking professional and leader with a strong background in customer service management, team leadership, and conflict resolution. Proven ability to support daily operations, coach staff, and resolve issues while maintaining accuracy, professionalism, and smooth service. Skilled in problem-solving, customer relations and reliable in delivering high-quality outcomes.
Work History
Lobby Services Manager
2 Years 8 Months- Oversaw branch service operations, ensuring consistent customer support and transaction accuracy.
- Resolved escalated customer issues with prompt, professional communication.
- Resolved customer issues with prompt, professional communication.
- Monitored daily cash handling, balancing, and operational controls for compliance.
- Hired, trained, and supervised team members on banking systems, procedures, and client services.
- Coordinated staffing schedules and coverage to maintain smooth branch service.
- Fostered culture of continuous improvement, encouraging staff to suggest and implement process enhancements.
- Met with customers to discuss service needs and offer available solutions.
Financial Services Specialist
10 Months- Resolved customer inquiries involving deposits, withdrawals, and account access while maintaining service standards.
- Processed account openings, maintenance, and service requests with accuracy across core banking systems.
- Verified identity documents and supported compliance with KYC, CIP, and bank policy requirements.
- Recommended appropriate deposit and consumer banking products based on customer needs.
- Established strong rapport with clients by consistently delivering exceptional service and demonstrating a deep understanding of their financial needs.
Teller
5 Months- Processed deposits, withdrawals, and loan payments with accurate cash handling.
- Balanced cash drawer daily and resolved discrepancies promptly.
- Assisted customers with account inquiries, transaction requests, and service needs.
- Supported branch operations by preparing currency, coin, and daily reports.
- Processed customer transactions promptly, minimizing wait times.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
Front End Services TA
1 Year- Worked effectively in fast-paced environments.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Conducted typical cashier duties in an effective and precise manner
- Assisted customers at the service desk by processing returns, purchase of money orders, cashing checks, wire money, bill pay, load and unload cards, and any other customer service request
- Handled basic accounting office duties such as till check in/out, drawer audits, fulfillment of drawers and self-checkout registers, check deposits, and other clerical work
Education
Skills
Customer service management
Team leadership
Problem-solving
Multitasking and organization
Time management
Conflict resolution
Customer service
Reliable and responsible
Trustworthy and honest
Client support
Timeline
Lobby Services Manager
Worthington Bank
02.2024 - CurrentRead More
Financial Services Specialist
Worthington Bank
04.2023 - 02.2024Read More
Teller
Worthington Bank
11.2022 - 04.2023Read More
Front End Services TA
Walmart
11.2021 - 11.2022Read More
Tulsa Community College
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Brigham Young University - Idaho
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