Shannon Soules
24356 State Highway 97,NY
Summary
Adept at enhancing customer experiences and resolving complex issues, I significantly increased client trust at NBT Bank. My expertise spans from staff training to proficiently managing high-volume calls, showcasing my problem-solving abilities and team motivation skills. Achievements include leading teams to improve service quality and efficiency, underlining my commitment to excellence and growth.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Senior Relationship Banker
NBT Bank
Hancock Ny
02.2013 - Current
- Increased cross-selling opportunities through identifying clients'' needs and recommending appropriate banking products.
- Handled escalated complaints from dissatisfied customers professionally while finding mutually beneficial resolutions.
- Participated in regular training sessions to stay up-to-date on industry trends and maintain expertise in banking products and services.
- Maintained friendly and professional customer interactions.
- Processed applications for new accounts
- Performed account maintenance by closing out accounts and changing customer addresses.
- Trained new hires on customer service policies and procedures.
- Supervised daily branch operations to ensure efficiency, compliance, and a positive customer experience.
- Provided support during audits by ensuring accurate documentation was maintained for all client interactions.
- Resolved complex customer issues
Call Center Representative
TDS Telecom
Deposit, NY
02.2006 - 02.2013
- 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.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Assistant Manager
Verona Oil
Deposit, NY
01.2002 - 02.2006
- 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.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
Education
Deposit Central School
Deposit, NY06-1997
Skills
- Problem-solving skills
- Team motivation
- Staff training and development
- Call center customer service
- Resolving issues
- Inbound phone calls
Certification
Notary Public
Certified Foster Parent
Timeline
Senior Relationship Banker
NBT Bank
02.2013 - Current
Call Center Representative
TDS Telecom
02.2006 - 02.2013
Assistant Manager
Verona Oil
01.2002 - 02.2006
Deposit Central School