Shawna Blake
Norwich,CT
Summary
Accomplished banking professional with a proven track record at Liberty Bank, enhancing customer satisfaction through expert account management and personalized financial solutions. Skilled in cash handling and client communication, I've significantly improved operational efficiency and client retention. Demonstrates strong problem-solving abilities and attention to detail, driving positive outcomes in fast-paced environments.
Overview
20
20
years of professional experience
Work History
Universal Banker II
Liberty Bank
01.2024 - Current
- Improved customer relationships by offering personalized financial advice and solutions.
- Opened checking, savings, money market and certificates of deposit accounts and ordered checks, debit cards and furnished online banking details to facilitate new transactions.
- Cashed checks, accepted deposits and withdrawals within assigned limits and calculated daily transactions using computers, calculators or adding machines.
- Supported branch operations, ensuring compliance with all federal and state regulations as well as bank policies.
- Improved customer satisfaction by providing personalized banking solutions and addressing client needs promptly.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Maintained accuracy in daily transaction reporting, reconciling discrepancies promptly to ensure seamless accounting operations within the branch.
- Adhered to established security procedures and reported potential fraud or safety violations to management for immediate recourse.
- Resolved complex customer issues efficiently, collaborating with relevant departments when necessary for prompt resolution of problems encountered during banking transactions.
Universal Banker II
Dime Bank
01.2022 - 12.2023
- Opened checking, savings, money market and certificates of deposit accounts and ordered checks, debit cards and furnished online banking details to facilitate new transactions.
- Supported branch operations, ensuring compliance with all federal and state regulations as well as bank policies.
- Improved customer satisfaction by providing personalized banking solutions and addressing client needs promptly.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
- Educated customers on various banking products and services, empowering them to make informed financial decisions aligned with their personal goals.
Branch Supervisor
Berkshire Bank
06.2019 - 01.2022
- Boosted customer satisfaction with attentive service and prompt resolution of issues.
- Motivated, trained and disciplined employees to meet performance benchmarks.
- Assigned job roles and oversaw performance.
- Handled escalated customer complaints professionally while working towards swift resolutions that maintained client satisfaction levels.
- Delivered product and service quality and inspired team members to reach and maintain department goals and objectives.
- Managed daily operations for smooth functioning, ensuring a high level of productivity.
- Oversaw branch security protocols, maintaining a safe workplace for both employees and customers alike.
- Ensured accurate record-keeping by conducting thorough audits of branch financials and reporting discrepancies in a timely manner.
- Led team meetings to share updates, discuss performance metrics, and set goals for improvement.
- Set schedule for tellers and customer service representatives.
Customer Solutions Supervisor
Chelsea Groton Bank
03.2016 - 06.2019
- Managed a high volume of inbound calls, maintaining professionalism and efficiency under pressure.
- Increased client retention through personalized attention and proactive problemsolving.
- Learned and followed customer service policies and procedures to meet organizational and industry standards.
- Conducted regular follow-ups with customers, solidifying relationships and ensuring ongoing satisfaction.
- Built and maintained relationships with customers to increase sales, customer loyalty and positive word-of-mouth.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Balanced multiple priorities simultaneously while managing complex customer inquiries.
Loan Underwriter and Processor
CorePlus CU
09.2012 - 03.2016
- Analyzed financial documents to determine eligibility for loan approval.
- Enhanced decision-making process with detailed analysis of applicants' credit profiles.
- Improved efficiency by streamlining loan approval processes.
- Conducted risk assessments for minimizing potential loan defaults.
- Reviewed and verified documentation to ensure accuracy and completeness.
- Improved customer satisfaction by clearly communicating loan decisions.
- Utilized underwriting software to expedite loan processing and reduce errors.
- Prepared detailed reports on loan application findings for senior review.
- Conducted regular audits of approved loans to ensure adherence to established guidelines and identify areas for improvement.
Assistant Branch Manager
Northeast Family FCU
11.2004 - 03.2010
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
- Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
Education
High School Diploma -
Windham High School
WillimanticSkills
- Cash handling
- Customer service
- Banking operations
- Account management
- Client relations
- Problem solving
- Attention to detail
- Client communication
Notary Public
I have been a Notary Public since 1999 and can use this as needed for work duties.
Languages
English
Full Professional
Timeline
Universal Banker II
Liberty Bank
01.2024 - Current
Universal Banker II
Dime Bank
01.2022 - 12.2023
Branch Supervisor
Berkshire Bank
06.2019 - 01.2022
Customer Solutions Supervisor
Chelsea Groton Bank
03.2016 - 06.2019
Loan Underwriter and Processor
CorePlus CU
09.2012 - 03.2016
Assistant Branch Manager
Northeast Family FCU
11.2004 - 03.2010
High School Diploma -
Windham High School
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