Scotti White
Winston-Salem,NC
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
11
11
years of professional experience
Work History
Customer Service Manager
Wells Fargo
Winston-Salem, NC
12.2008 - 09.2009
- Provided exceptional customer service to ensure customer satisfaction.
- Developed and implemented strategies for providing excellent customer service experience.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Monitored staff performance to ensure adherence to customer service standards.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Developed policies and procedures related to customer service operations.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Drafted scripts for agents handling incoming calls so that they can respond accurately and effectively.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
Teller
Wells Fargo
Winston Salem, NC
09.1998 - 03.2006
- Received and processed customer transactions, including deposits, withdrawals, loan payments and other banking services.
- Verified customers' identification to ensure compliance with laws and regulations.
- Balanced cash drawers on a daily basis.
- Answered customer inquiries regarding bank products and services.
- Explained account information to customers in detail as needed.
- Researched discrepancies between actual cash amounts and records of transactions for accuracy.
- Cross-sold additional bank products when applicable to meet customer needs.
- Performed daily reconciliation of teller drawer within established limits.
- Maintained confidentiality of all customer records and information according to company policies.
- Explained the features of various banking products available to customers.
- Identified opportunities to refer customers to other areas of the bank for additional services.
- Handled large volumes of currency quickly and accurately with minimal errors.
- Identified fraudulent activity or suspicious behavior immediately reported it to management.
- Reported any operational issues or system problems that occurred during shift promptly.
- Followed up on requests from customers in a timely manner.
- Adhered strictly to all security procedures related to handling money at the teller window.
- Continuously updated knowledge about banking products, services, policies and regulations.
- Maintained confidentiality of bank records and client information.
- Built and maintained client relationships through quality, personalized interactions.
- Performed transactional, operational, and customer support tasks through knowledge of bank procedures and products.
- Delivered exceptional service to customers in person or over telephone.
- Counted drawers and reconciled remaining cash to accost for deposits and dispersals.
- Entered customer transactions into computers to record transactions and issue computer-generated receipts.
- Ordered checks, placed stop payment orders and conducted additional special services for customers.
- Issued and redeemed money orders, cashier checks, traveler's checks and savings bonds.
- Used a strong knowledge of banking products and services to confidently educate customers about features, benefits and pricing.
- Adhered to financial services security and audit procedures.
- Cross-sold bank products by answering inquiries, informing customers of new services and promotions.
- Researched and resolved customer issues on personal savings, checking and lines of credit accounts.
- Directed specific questions to appropriate branch personnel.
- Trained employees on cash drawer operation.
- Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
- Counted currency, coins and checks received to prepare for deposit or shipment to branch banks or Federal Reserve Bank.
- Received and counted daily inventories of cash, drafts and checks.
- Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs, maintain accounts and open new accounts.
- Performed special services for customers, ordering bank cards and checks.
- Verified amounts and integrity of every check or funds transfer.
- Prepared official checks for customer and internal bank needs.
- Reported daily averages and shortages to operations department.
- Transmitted orders to supply cash to meet daily needs.
- Leveraged customer service and sales abilities to consistently meet performance goals.
- Processed term deposits, retirement savings plan contributions and mail deposits within processing time limits.
- Promoted facility security by monitoring customer behaviors and following established protocols to protect individuals and assets.
- Used customer information to tailor recommendations to promote or sell travelers' checks, savings bonds and cashier's checks.
- Liaised between bank branches regarding best practices and operations.
- Acted as pivotal point of contact between bank branches regarding guidelines and practices.
- Composed, typed and mailed statements and correspondence related to discrepancies and outstanding unpaid debts.
Teller Supervisor
Wells Fargo
- Provided daily supervision and guidance to teller staff, ensuring compliance with bank policies and procedures.
- Conducted performance reviews of tellers, providing feedback on areas of strength and opportunities for improvement.
- Developed and implemented strategies to ensure customer satisfaction and meet service standards.
- Identified training needs for tellers, created learning materials, and conducted regular training sessions.
- Monitored cash levels in all drawers; balanced cash drawers at the end of each shift.
- Resolved customer complaints promptly and efficiently while maintaining high levels of customer service.
- Maintained accurate records of transactions processed by each teller throughout the day.
- Assisted with the development of new products or services to increase customer engagement.
- Created reports that tracked key metrics such as number of transactions per hour, average transaction time.
- Analyzed trends in customer service metrics to identify areas for improvement across the branch network.
- Reviewed suspicious activity reports from tellers; reported any violations to management immediately.
- Ensured proper security protocols were followed including verifying identification when necessary.
- Investigated discrepancies between actual cash counts and computer-generated totals.
- Implemented measures to reduce risk associated with financial crimes including money laundering.
- Managed daily operations within assigned branch locations; provided support during peak times or absences.
- Recruited, interviewed, hired, trained, evaluated, managed disciplinary actions, and terminated employees when needed.
- Provided coaching and mentoring to individual team members; facilitated team building activities.
- Managed and balanced cash vault, audits and general ledger accounts.
- Supplied tellers with coin and currency.
- Ordered checks, placed stop payment orders and conducted additional special services for customers.
- Met or exceeded sales goals by promoting bank products and services in customer interactions.
- Helped customers open and close accounts, apply for loans and make sound financial decisions.
Education
GED -
North Davidson High School
Lexington, NC06.1992
GED -
Forsyth Technical Community College
Winston-salem, NCSkills
- Audit Support
- Complaint Resolution
- Technical Support
- Sales Promotion
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Customer Service Manager
Wells Fargo
12.2008 - 09.2009
Teller
Wells Fargo
09.1998 - 03.2006
Teller Supervisor
Wells Fargo
GED -
North Davidson High School
GED -
Forsyth Technical Community College
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