Outgoing, ethical, and independently managed team player with a contagious enthusiasm and professional appearance. Excellent interpersonal skills and innate gift for building rapport. Conveys confidence in identifying and resolving customer needs with a demonstrated ability to exercise good judgment and accept responsibility.
Hi, I’m
Shannon Golay
Clackamas,USA
Summary
Overview
25
years of professional experience
Work History
F/T SAHM and P/T Independent Contractor
Driver - Passenger Transport and Product Delivery
01.2016 - Current
Job overview
- Achieved repeat and referral customers from diverse groups of riders daily through exceptional customer service
- Kept meticulous records of mileage, expenses, and maintenance for accurate tax reporting purposes
- Read maps, followed oral, and written instructions, and used GPS technology while operating vehicle according to traffic laws and simultaneously providing exceptional customer service
- Received numerous positive reviews and compliments across various rideshare/delivery platforms resulting in '5-Star' and 'Great' Ratings
Eagle Property Management
Leasing Agent
05.2015 - 12.2015
Job overview
- Expedited the leasing process for prospective tenants by efficiently managing application paperwork
- Independently scheduled and toured properties with prospective tenants and provided a wealth of information in regard to its key features
- Ensured compliance with fair housing laws and company policies to promote an inclusive and welcoming community for all applicants and tenants
- Responded to calls and emails from 1-100+ from various parties and used well-developed active listening and open-ended questioning skills to promote quick recommendations or resolutions
Albina Community Bank
Personal Banker
04.2008 - 03.2010
Job overview
- Assisted customers with setting up or closing accounts, completing loan applications, and servicing existing clients' accounts
- Exceeded individual performance metrics consistently while maintaining exceptional levels of client satisfaction ratings throughout tenure as Personal Banker
- Followed up with new clients with 14 and 45-day calls to gather feedback and provide additional assistance
- Facilitated Financial Literacy Workshops Ready-to-Rent for clients, empowering them with knowledge for better financial decisions
Bank of America
Senior Personal Banker
03.2006 - 05.2007
Job overview
- Conducted comprehensive needs assessments to match clients with optimal banking products, promoting long-term loyalty
- Resolved complex customer inquiries, demonstrating exceptional problem-solving skills and customer service expertise
- Lead cross-selling promotion for enhanced co-workers' knowledge and participation to achieve monthly sales targets and improve overall performance
The Heathman Hotel
Personal Concierge
08.2005 - 02.2006
Job overview
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills
- Managed high volumes of incoming calls on multi-line phone system to ensure quick response times for customer inquiries
Bank of America
Classroom Training Leader
01.2000 - 01.2005
Job overview
- Developed, trained, and supervised a five-day in-class curriculum for ~25 new-hire Teller Associates every week
- Adapted teaching methods to accommodate students still learning English, ensuring an inclusive learning environment for all participants
- Taught government regulations, bank policies and procedures, corporate culture, transaction processing, and sales referral practices
- Identified performance gaps and executed action plans to resolve them
Bank of America
Conversion Coach / Facilitator
09.2003 - 04.2004
Job overview
- Instructed, coached and managed the comprehension and implementation of new computer systems to over 60 bank associates within six banking centers
- Identified areas in need of improvement and implemented solutions
- Achieved a 98% passing score on certification of new systems - the highest rate within the team
Bank of America
Senior Personal Banker / Personal Banker
04.2001 - 09.2003
Job overview
Bank of America, OR
Customer Service Rep I and II/Bank Teller
12.2000 - 09.2001
Job overview
Education
Portland Community CollegePortland-Metro, Oregon
Associate degree from General Studies
University Overview
- Completed professional development in Intercultural Communications, Workplace Communications, Time Management, Microsoft Office Suite
- Completed 150 hours of Real Estate Broker Pre-Licensing Courses
Skills
- Curriculum Development
- Interpersonal Communication
- 360 Coaching
- Windows
- Office
- Workspace
- Computer Systems Training
- Excellent Communication Abilities
- 10-key by touch
- Multi-line phone talent
- Escalation management
- Hospitality and accommodation
- Multitasking Abilities
- Customer service excellence
Timeline
Driver - Passenger Transport and Product Delivery
F/T SAHM and P/T Independent Contractor
01.2016 - Current
Leasing Agent
Eagle Property Management
05.2015 - 12.2015
Personal Banker
Albina Community Bank
04.2008 - 03.2010
Senior Personal Banker
Bank of America
03.2006 - 05.2007
Personal Concierge
The Heathman Hotel
08.2005 - 02.2006
Conversion Coach / Facilitator
Bank of America
09.2003 - 04.2004
Senior Personal Banker / Personal Banker
Bank of America
04.2001 - 09.2003
Customer Service Rep I and II/Bank Teller
Bank of America
12.2000 - 09.2001
Classroom Training Leader
Bank of America
01.2000 - 01.2005
Portland Community College
Associate degree from General Studies
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