Shagoofa Noori
Kansas City,MO
Summary
Dynamic professional with over a decade of experience in client advisory roles. Skilled in effective communication and analytical thinking, driving cross-functional collaboration to streamline processes and improve client onboarding experiences.
Overview
26
26
years of professional experience
Work History
Client Advisor
UMB Bank
Kansas City, MO
06.2014 - Current
- Developed tailored financial solutions for clients, enhancing customer satisfaction and retention.
- Analyzed client portfolios to identify growth opportunities and optimize investment strategies.
- Led cross-functional teams to streamline client onboarding processes, improving efficiency and reducing turnaround time.
- Provided ongoing training and mentorship to junior advisors, fostering professional growth within the team.
- Reviewed loan applications for completeness and compliance with underwriting guidelines.
- Coordinated communication between borrowers, lenders, and third-party vendors to expedite processing.
- Educated clients on banking products and services, enhancing customer satisfaction and retention.
- Resolved customer complaints promptly, improving overall service quality and client trust.
- Trained new staff on systems and procedures, fostering a knowledgeable workforce to support operations.
- Provided personalized financial advice to clients, fostering long-term relationships and trust.
- Mentored junior team members by sharing knowledge on various banking products/services leading them into becoming well-rounded representatives themselves.
- Coordinated with other departments within the bank to ensure seamless delivery of comprehensive financial solutions for clients.
- Utilized CRM systems effectively to track customer interactions, ensuring accurate records were maintained for future reference and follow-up opportunities.
- Engaged in outbound calling and needs assessments and generated qualified referrals and sales.
- Maintained friendly and professional customer interactions.
- Assisted customers with banking needs and inquiries.
- Educated customers on online banking and mobile banking applications.
- Trained new hires on customer service policies and procedures.
- Processed applications for new accounts.
- Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
- Calculated fees due, interest and change for customer transactions.
- Managed high-volume inbound calls, resolving customer inquiries and issues efficiently.
- Conducted quality assurance reviews to ensure compliance with company standards and procedures.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Trained staff on operating procedures and company services.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Cashier Team Lead
Wendys Restaurant
Liberty, MO
03.2008 - 05.2014
- Supervised cashier team to ensure efficient customer service and transaction accuracy.
- Trained new employees on register operations and customer interaction protocols.
- Implemented streamlined processes for order fulfillment, reducing wait times significantly.
- Developed daily cash reconciliation procedures to enhance financial accuracy and accountability.
- Resolved customer complaints effectively, enhancing satisfaction and loyalty rates.
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Communicated with customers and team members to solve problems.
- Processed both cash and card purchases and returns.
Assistant Manager
SUBWAY®Restaurants
Kansas City, KS
10.2003 - 02.2008
- Supervised daily operations to ensure compliance with company standards and procedures.
- Trained and mentored staff on food safety protocols and customer service excellence.
- Implemented inventory management strategies to optimize stock levels and reduce waste.
- Developed employee schedules that improved productivity and enhanced work-life balance.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
Administrative Assistant
Catholic Community Services
Kansas City, KS
08.2000 - 05.2003
- Managed scheduling and coordination of meetings for leadership team.
- Assisted in preparation of reports and documentation for departmental initiatives.
- Streamlined office procedures, enhancing workflow efficiency across administrative tasks.
- Supported client intake process by verifying information and updating records accurately.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
Education
No Degree - Buisness Management,Accounting,English,Computer
Maple Woods Community College
Kansas City, MOHigh School Diploma -
Bishop Ward High School
Kansas City, KS05-2003
Skills
- Client interaction
- Cross-selling techniques
- Client retention strategies
- Consultative selling
- Money handling
- Service level agreements
- New account setup
- Financial services
- Customer engagement
- Industry awareness
- Customer consultations
- Client relationship management
- Information verification
- Work training
- Referral implementation
- Customer referrals
- Client engagement
- Cash flow management
- Customer expectations management
- Customer complaint resolution
- Microsoft Excel
- Client needs assessment
- Analytical thinking
- Quantitative analysis
- Payment processing
- Credit analysis
- Dispute resolution
- Fraud investigation
- Credit adjustments
- Rewards program management
- Collections support
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Multitasking
- Problem-solving abilities
- Credit decisions
- Reliability
- Excellent communication
- Critical thinking
- Organizational skills
- Active listening
- Effective communication
- Adaptability and flexibility
- Decision-making
- Loan servicing
- Relationship building
- Team building
- Self motivation
- Analytical skills
- Financial analysis
- Serve customers
- Banking regulations
Accomplishments
- Resolved product issue through consumer testing.
- Collaborated with team of 4 in the development of Client Rewards Access.
- Supervised team of 25 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Received “Employee of the Quarter” service award in Service Center throughout 2014 to 2022.
- Repeatedly commended by superiors for excellent customer service.
Languages
Hindi
Professional Working
Persian
Native or Bilingual
Arabic
Elementary
Timeline
Client Advisor
UMB Bank
06.2014 - Current
Cashier Team Lead
Wendys Restaurant
03.2008 - 05.2014
Assistant Manager
SUBWAY®Restaurants
10.2003 - 02.2008
Administrative Assistant
Catholic Community Services
08.2000 - 05.2003
No Degree - Buisness Management,Accounting,English,Computer
Maple Woods Community College
High School Diploma -
Bishop Ward High School