Seline Mulkapuge
Frederick,Maryland
Summary
Professional banker skilled in customer relationship management, financial advising, and transaction processing. Proven track record in delivering client-focused solutions and meeting business objectives. Known for strong teamwork, adaptability, and communication skills. Adept at leveraging financial tools and resources to drive results and ensure client satisfaction.
Overview
7
7
years of professional experience
Work History
Personal Banker
Citibank
03.2025 - Current
- Cultivated strong client relationships, enhancing customer satisfaction and retention.
- Facilitated account management processes, ensuring compliance with banking regulations.
- Delivered personalized financial solutions, aligning products with client needs.
- Streamlined loan application procedures, improving processing times and customer experience.
- Mentored junior bankers, fostering professional development and teamwork.
- Analyzed client financial data to identify growth opportunities and risk factors.
- Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Promoted financial products by maintaining excellent service offering knowledge.
Head Universal Banker
Citibank Rockville
05.2023 - 03.2025
- Exhibits strong sales and service skills, presenting products and services while proactively educating clients on utilizing available access channels (ex: ATM, Online, Mobile, etc.)
- Act as a subject matter expert for the branch and remain flexible in position based on branch coverage needs.
- Continuously learns new and existing products through sales aids (features, benefits, fees, etc.) demonstrating positive, can-do attitude and customer first culture.
- Provide exceptional service delivery to our internal and external customers to resolve account service issues and respond to customer inquiries promptly and effective Duties may include managing the supply of cash for branch needs based on business demand, in addition to managing incoming/outgoing cash shipments/maintains vault cash, including buying and selling of cash with branch Tellers and ATMs, as needed (including competence in using teller NBS system & cash recycler to assist customers)
- Good leadership skills and the ability to motivate others
- Actively promoting and participating in branch incentive program(s) by promoting and participating in a sales and service programs consistent with Citi’s business plan goals
- Providing working leadership and guidance to peer Concierge or Tellers through assignment of work and technical guidance, when needed
- Assisting and providing coverage for leadership team with leading by example
- Provide feedback to management on ways to enhance sales processes and service delivery
- Providing coaching and education to the other Concierge or Tellers regarding Digital capabilities, transaction processes and priorities, including a streamlined sales & service process, digital first approach, focus on client problem resolution and effective utilization digital technologies
- Resolving complex client issues or needs; connect with relevant specialists or senior leaders as needed
- Delivered exceptional customer service by addressing client inquiries and resolving issues efficiently.
- Processed various banking transactions, ensuring accuracy and compliance with regulatory standards.
Branch Banker
PNC Bank Bethesda
09.2022 - 05.2023
- Acquires and deepens the branch customer base through a variety of proactive sales and service activities. Manages the customer experience by identifying opportunities to improve the customer's financial wellbeing. Collaborates with ecosystem partners to grow the customer's share of wallet. Positions PNC solutions to drive new revenue and customer loyalty.
- Drives proactive sales conversations through internal and outbound interactions with a defined sales process including outbound calling, service to sales, teller interactions, appointment setting and effective lobby engagement, ultimately elevating client loyalty. Delivers a full PNC conversation with every client interaction to identify appropriate PNC solutions. Leverages ecosystem partnerships as well as community Centers of Influence to acquire, expand and retain relationships.
- Creates customer loyalty and grows customer share of wallet through a differentiated customer experience. Performs lobby engagement activities to connect with customers and position PNC products to meet their needs. Educates customers on options for managing financial transactions by leveraging technology, tools and resources.
- Applies product and procedural knowledge to identify, mitigate and solve customer problems effectively to drive customer loyalty.
- Manages risk through adherence to all policies and procedures, demonstrating sound judgment within established limits. Demonstrates a heightened scrutiny to identify and avoid loss. Participates in branch daily operations, ensuring they are completed in an efficient and accurate manner.
Teller Lead
PNC Bank Bethesda
05.2022 - 09.2022
- Coaches, mentors and leads tellers by example to deliver a unique customer experience aimed at improving customer financial wellbeing and creating loyalty while increasing share of wallet.
- Processes a variety of customer interactions. Educates customers on alternatives available for their financial interactions. Identifies banking opportunities during the customer interaction and refers to them as appropriate.
- Coaches, mentors and leads tellers by example in identifying opportunities through meaningful conversations with customers, making appropriate referrals to branch staff or PNC ecosystem partners.
- Coaches, mentors and leads tellers by example in performing lobby engagement activities to connect with customers and position PNC products to meet their needs. Educates customers on options for managing financial transactions by leveraging technology, tools and resources.
- Coaches, mentors and leads tellers by example with clear communication skills, transaction handling and problem resolution processes. Assists the Branch Manager in performance management and new hire selection processes.
- Coaches, mentors and leads tellers by example in adhering to all policies and procedures, demonstrating sound judgment within established limits. Ensures teller and branch daily operations and maintenance transactions are completed in an efficient and accurate manner.
Store Support Supervisor
Whole Foods Bethesda
02.2022 - 05.2022
- Supervises and delegates tasks to Team Members.
- Works with Team Trainer to train Team Members in a manner that builds and sustains a high performance team and minimizes turnover.
- Assists in training of new Team Members, utilizing learning checklists and training materials.
- Keeps all cases and shelves clean, well-stocked and properly rotated.
- Resolves difficult customer situations.
- Ensures all necessary breaks are given.
- Communicates team concerns to the Team Leader and Associate Team Leader.
- Communicates attendance issues or concerns to Team Leader and Store Leadership.
- Sets and achieves the highest standards of retail execution.
- Fosters and encourages a positive environment of outstanding teamwork, mutual respect, and exceptional morale.
- Maintains awareness of customer flows and needs and directs Team Members as necessary to satisfy and delight customers; responds promptly to customer needs and questions.
- Selects, trains, develops, mentors, motivates, and counsels Team Members in a manner that sustains a high-performance team and minimizes turnover.
- Provides timely, thorough, and thoughtful performance evaluations.
- Consistently communicates and models WFM vision and goals.
Cash Office Team Member
Whole Foods Bethesda
10.2021 - 02.2022
- Coordinated daily inventory management to ensure product availability and reduce waste.
- Assisted customers by providing product information and addressing inquiries promptly.
- Trained new team members on store policies, customer service standards, and operational procedures.
Prepared Foods Team Member/Production Writer
Whole Foods Newport News
03.2021 - 10.2021
- Prepared and displayed fresh food items to enhance customer appeal and satisfaction.
- Assisted in inventory management, ensuring product availability and rotation for optimal freshness.
Customer Service Team Member
Whole Foods Kentlands
01.2019 - 03.2021
- Awarded team member of the month, January 2021.
- Awarded team member of the year, 2021.
- Whole Foods Job Dialogue rating of 23 in 2020/2021.
- Recognized by customers for providing exceptional customer service. Recognized by team leaders as a strong performer.
- Member of the Holiday Table Team.
- Manage the customer check-out process.
- Manage all cash handling procedures with accuracy.
- Assist Amazon team members as a “rescue shopper.”
- Perform inventory walks for Amazon.
- Assist in various departments.
Education
High School Diploma -
Frederick High School
Frederick, Maryland01.2020
BBA - Business Administration And Management
University of Maryland Global Campus
Adelphi, MD05-2026
Skills
- Customer service–relationship-building–communication
- Professional–task management–attention to detail–dependable–proactive
- Ability to work independently, yet thrive in a fast-paced, team environment
- High standard of integrity and a strong work ethic
- Extensive knowledge of store policies and procedures
- Ability to stand for long periods of time and lift more than 50 pounds
- Relationship building
- Branch operations
- Customer service
- Customer satisfaction
Timeline
Personal Banker
Citibank
03.2025 - Current
Head Universal Banker
Citibank Rockville
05.2023 - 03.2025
Branch Banker
PNC Bank Bethesda
09.2022 - 05.2023
Teller Lead
PNC Bank Bethesda
05.2022 - 09.2022
Store Support Supervisor
Whole Foods Bethesda
02.2022 - 05.2022
Cash Office Team Member
Whole Foods Bethesda
10.2021 - 02.2022
Prepared Foods Team Member/Production Writer
Whole Foods Newport News
03.2021 - 10.2021
Customer Service Team Member
Whole Foods Kentlands
01.2019 - 03.2021
High School Diploma -
Frederick High School
BBA - Business Administration And Management
University of Maryland Global Campus