Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Affiliations
Work Preference
Timeline
Generic
Open To Work

Shelly Brown

Russell

Summary

Dynamic Lead Teller Operations Specialist with a strong background in effective communication and team training. Skilled at resolving customer issues and promoting a positive banking experience through exceptional service and compliance adherence.

Overview

19
19
years of professional experience
3
3
Certifications

Work History

Lead Teller Operations Specialist

PNC Bank
Bradford
03.2025 - Current
  • Managed cash transactions and ensured accurate cash handling procedures.
  • Trained team members on operational processes and customer service standards.
  • Assisted customers with account inquiries and resolved issues efficiently.
  • Monitored daily transactions to ensure adherence to bank policies and mitigate risks.
  • Collaborated with colleagues to enhance branch workflow and efficiency.
  • Provided support in the implementation of new banking systems and tools.
  • Maintained knowledge of bank products to better assist customers' needs.
  • Promoted a positive customer experience through effective communication skills.
  • Monitored customer account activity for suspicious or fraudulent activities, reporting any discrepancies to the Compliance Department.
  • Provided guidance and assistance to customers regarding online banking services, including setting up accounts, resetting passwords.
  • Collaborated closely with other departments within the organization in order to coordinate activities across multiple areas.
  • Researched customer inquiries regarding transaction errors, issuing refunds when necessary.
  • Provided support to branch personnel in regards to operational issues, inquiries, and customer service requests.
  • Maintained a thorough understanding of applicable laws and regulations pertaining to banking operations.
  • Analyzed customer feedback data and implemented strategies to enhance customer satisfaction scores.
  • Conducted periodic audits of teller transactions to ensure accuracy and adherence to established policies and procedures.
  • Served as point-of-contact between third-party vendors and internal staff members for ordering products and services.
  • Created reports detailing monthly performance metrics for each branch location.
  • Developed training materials and conducted onboarding sessions for new tellers on proper cash handling procedures.
  • Performed daily reconciliation of teller cash drawers, ensuring accuracy and compliance with bank policies.
  • Participated in weekly meetings with upper management to review progress on operational initiatives.
  • Assisted with the implementation of new procedures and processes related to banking operations.
  • Managed various projects related to branch operations, such as revising security protocols and updating ATM software.
  • Tracked changes made during system upgrades and updates, creating detailed documentation.
  • Interfaced regularly with vendors in order to maintain inventory levels of supplies needed by the branches.
  • Responded promptly to customer complaints received via phone or email, resolving issues in a timely manner.
  • Reviewed incoming documents for completeness prior to processing them through the system.
  • Maintained confidentiality of bank records and client information.
  • Built and maintained client relationships through quality, personalized interactions.
  • Delivered exceptional service to customers in person or over telephone.
  • Entered customer transactions into computers to record transactions and issue computer-generated receipts.
  • Issued and redeemed money orders, cashier checks, traveler's checks and savings bonds.
  • Used a strong knowledge of banking products and services to confidently educate customers about features, benefits and pricing.
  • Ordered checks, placed stop payment orders and conducted additional special services for customers.
  • Counted drawers and reconciled remaining cash to account for deposits and dispersals.
  • Met or exceeded sales goals by promoting bank products and services in customer interactions.
  • Adhered to financial services security and audit procedures.
  • Trained employees on cash drawer operation.
  • Identified and reported suspicious behavior to security personnel as appropriate.
  • Cross-sold bank products by answering inquiries, informing customers of new services and promotions.
  • Directed specific questions to appropriate branch personnel.
  • Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
  • Balanced daily cash deposits and reconciled vault inventory, achieving zero error rate.
  • Identified transaction errors when debits and credits did not balance.
  • Resolved problems or discrepancies concerning customers' accounts.
  • Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs, maintain accounts and open new accounts.
  • Counted currency, coins and checks received to prepare for deposit or shipment to branch banks or Federal Reserve Bank.

Full time teller

PNC Bank
Warren
02.2023 - 03.2025
  • Processed customer transactions accurately and efficiently at PNC Bank.
  • Assisted customers with account inquiries and provided product information.
  • Maintained cash drawer and balanced daily transactions effectively.
  • Promoted bank services to enhance customer satisfaction and loyalty.
  • Collaborated with team members to improve branch operations and workflow.
  • Resolved customer issues promptly, ensuring a positive banking experience.
  • Adhered to compliance regulations and security procedures consistently.
  • Supported training of new tellers on operational procedures and systems.
  • Received and processed customer transactions, including deposits, withdrawals, loan payments and other banking services.
  • Balanced cash drawers on a daily basis.
  • Handled large volumes of currency quickly and accurately with minimal errors.
  • Answered customer inquiries regarding bank products and services.
  • Maintained confidentiality of all customer records and information according to company policies.
  • Built and maintained client relationships through quality, personalized interactions.
  • Verified customers' identification to ensure compliance with laws and regulations.
  • Performed transactional, operational, and customer support tasks through knowledge of bank procedures and products.
  • Explained account information to customers in detail.
  • Delivered exceptional service to customers in person or over telephone.
  • Entered customer transactions into computers to record transactions and issue computer-generated receipts.
  • Issued and redeemed money orders, cashier checks, traveler's checks and savings bonds.
  • Ordered checks, placed stop payment orders and conducted additional special services for customers.
  • Followed up on requests from customers in a timely manner.
  • Identified fraudulent activity or suspicious behavior; immediately reported it to management.
  • Explained the features of various banking products available to customers.
  • Met or exceeded sales goals by promoting bank products and services in customer interactions.
  • Continuously updated knowledge about banking products, services, policies and regulations.
  • Used a strong knowledge of banking products and services to confidently educate customers about features, benefits and pricing.
  • Trained employees on cash drawer operation.
  • Assisted customers in opening new accounts and completing required paperwork.
  • Directed specific questions to appropriate branch personnel.
  • Cross-sold additional bank products when applicable to meet customer needs.
  • Processed wire transfers for customers both domestically and internationally.
  • Researched discrepancies between actual cash amounts and records of transactions for accuracy.
  • Reported any operational issues or system problems that occurred during shift promptly.
  • Maintained accurate records of all transactions for compliance purposes.
  • Counted currency, coins and checks received to prepare for deposit or shipment to branch banks or Federal Reserve Bank.
  • Identified transaction errors when debits and credits did not balance.
  • Resolved problems or discrepancies concerning customers' accounts.
  • Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs, maintain accounts and open new accounts.
  • Prepared official checks for customer and internal bank needs.
  • Verified amounts and integrity of every check or funds transfer.
  • Received mortgage and other loan payments, verifying payment dates and amounts due.
  • Transmitted orders to supply cash to meet daily needs.
  • Leveraged customer service and sales abilities to consistently meet performance goals.
  • Promoted facility security by monitoring customer behaviors and following established protocols to protect individuals and assets.
  • Used customer information to tailor recommendations to promote or sell travelers' checks, savings bonds and cashier's checks.
  • Processed term deposits, retirement savings plan contributions and mail deposits within processing time limits.
  • Composed, typed and mailed statements and correspondence related to discrepancies and outstanding unpaid debts.
  • Acted as a pivotal point of contact between bank branches regarding guidelines and practices.
  • Liaised between bank branches regarding best practices and operations.

Store Manager

Kay Jewelers
Lakewood
06.2017 - 10.2021
  • Managed daily store operations and maintained high standards of customer service.
  • Trained and supervised staff to enhance product knowledge and sales techniques.
  • Developed visual merchandising strategies to improve product presentation and appeal.
  • Oversaw inventory management and ensured accurate stock levels for optimal sales.
  • Implemented promotional campaigns to increase foot traffic and enhance brand visibility.
  • Conducted regular staff meetings to communicate goals, policies, and performance expectations.
  • Resolved customer inquiries and complaints to maintain positive shopping experiences.
  • Collaborated with regional management on strategic planning and operational improvements.
  • Recruited, trained and supervised new employees.
  • Conducted daily store operations, including opening and closing procedures and cash handling.
  • Managed inventory tracking and physical inventory counts to minimize loss.
  • Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
  • Resolved customer complaints in a timely manner.
  • Created weekly work schedules for store personnel.
  • Oversaw inventory management through cycle counts, audits and shrinkage control.
  • Managed daily banking activities such as deposits and withdrawals.
  • Managed daily operations and staff scheduling for jewelry store.
  • Trained and mentored team members on product knowledge and customer service.
  • Oversaw inventory management and ensured accurate stock levels in store.
  • Developed marketing strategies to promote sales events and special collections.
  • Implemented visual merchandising standards to enhance store presentation.
  • Handled customer inquiries, complaints, and returns with professionalism.
  • Maintained relationships with suppliers to secure quality materials and products.
  • Analyzed sales trends to optimize product offerings and pricing strategies.
  • Promoted customer service by requiring associates to promptly greet and assist customers.
  • Generated repeat business by responding to customer concerns with friendly and knowledgeable service.
  • Organized promotional events, driving foot traffic and enhancing overall store visibility.
  • Analyzed financial data regularly to monitor performance metrics such as profit margins or ROI.
  • Established procedures for ordering, receiving, and stocking new inventory items.
  • Conducted regular audits of jewelry store inventory levels, identifying discrepancies and shortages for accurate stock management.
  • Implemented security measures such as CCTV surveillance cameras or alarm systems to protect against theft.
  • Developed and implemented inventory management system to ensure accurate tracking of jewelry store merchandise.
  • Managed daily operations of the jewelry store including staff scheduling, opening and closing duties, and customer service.
  • Negotiated contracts with vendors for purchasing materials required for jewelry repair services.
  • Ensured compliance with all applicable laws and regulations regarding sales transactions and employee safety.
  • Collaborated with other departments within the organization on projects related to marketing campaigns or product launches.
  • Supervised team members in the execution of tasks related to sales, merchandising, marketing.
  • Maintained detailed records of sales transactions and store finances on a daily basis.
  • Processed payments using POS systems accurately and securely.
  • Resolved customer complaints efficiently in order to maintain high levels of satisfaction.
  • Reviewed purchase orders prior to submission in order to ensure accuracy of information provided by vendors.
  • Advised customers on product selection based on individual needs or preferences.
  • Assisted in designing window displays that effectively showcase products while increasing visibility of the store.
  • Recruited, hired, trained, and evaluated employees according to company standards.
  • Developed customer loyalty program, enhancing customer retention and increasing repeat business.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Delegated work to staff, setting priorities and goals.
  • Addressed customer inquiries and complaints that needed management intervention.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Recruited and trained new employees to meet job requirements.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Produced thorough, accurate and timely reports of project activities.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Analyzed business performance data and forecasted business results for upper management.
  • Proposed or approved modifications to project plans.
  • Created and managed budgets for travel, training, and team-building activities.
  • Implemented quality control measures to uphold company standards.

Store Manager

Kay Jewelers
Warren
03.2013 - 06.2017
  • Managed daily store operations and maintained high standards of customer service.
  • Trained and supervised staff to enhance product knowledge and sales techniques.
  • Developed visual merchandising strategies that enhanced product presentation, driving customer engagement.
  • Oversaw inventory management and ensured accurate stock levels for optimal sales.
  • Implemented promotional campaigns to increase foot traffic and enhance brand visibility.
  • Conducted regular staff meetings to communicate goals, policies, and performance expectations.
  • Resolved customer inquiries and complaints to maintain positive shopping experiences.
  • Collaborated with regional management on strategic planning and operational improvements.
  • Recruited, trained and supervised new employees.
  • Conducted daily store operations, including opening and closing procedures and cash handling.
  • Managed inventory tracking and physical inventory counts to minimize loss.
  • Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
  • Resolved customer complaints in a timely manner.
  • Created weekly work schedules for store personnel.
  • Oversaw inventory management through cycle counts, audits and shrinkage control.
  • Managed daily banking activities such as deposits and withdrawals.
  • Updated and maintained store signage and displays.
  • Prepared monthly reports on sales figures, expenses, profits.
  • Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
  • Ensured compliance with safety regulations and company policies.
  • Monitored inventory levels and placed orders to restock shelves.
  • Established customer service standards and monitored staff compliance.
  • Maintained accurate records of employee performance reviews.
  • Strengthened work flow productivity by hiring, managing and developing top talent.
  • Evaluated store performance and incorporated feedback to implement improvement plans.
  • Established store tactics and strategies to achieve operational performance and sales goals.
  • Performed regular price checks to ensure competitive pricing.
  • Developed strategies to maximize sales and profitability.
  • Oversaw storewide merchandising benchmarks to maintain operational excellence.
  • Showcased and built visually appealing displays and signs to encourage customers to buy specific products.
  • Reviewed customer feedback to make operational improvements and promote satisfaction.
  • Identified operational issues and implemented appropriate process improvements to promote workplace safety and productivity.
  • Preserved product quality by maintaining stockrooms and disposing of damaged items.
  • Updated POS system with new products and promotional offers.
  • Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
  • Organized promotional events that raised product awareness and attracted new customers.
  • Planned special promotions or discounts based on market trends.
  • Built relationships with key customers and stakeholders to grow business networks and locate new opportunities.
  • Implemented efficient systems for tracking stock movement.
  • Assessed operational efficiency of the store's departments.
  • Identified opportunities for cost savings through waste reduction initiatives.
  • Developed relationships with suppliers to negotiate better prices.
  • Analyzed sales data to identify trends and adjust strategies accordingly.
  • Prepared staff work schedules and assigned team members to specific duties.
  • Delegated work to staff, setting priorities and goals.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
  • Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
  • Appraised inventory levels on a frequent basis, ordering new merchandise to keep quantities well-stocked.
  • Implemented business strategies that targeted new markets, contributing to revenue growth.
  • Coordinated and directed activities of businesses or departments concerning production, pricing and sales.
  • Monitored progress by establishing plans, budgets and measuring results.
  • Mitigated business risks by working closely with staff members and assessing performance.
  • Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
  • Implemented campaigns and promotions to help with developing goods and services.
  • Forecasted customer demand to set prices or credit terms for goods or services.
  • Directed or coordinated financial or budget activities to fund operations and maximize investments.
  • Structured HR consulting services to support clients during organizational developments and changes.

Store manager

Jos a bank
Columbus
06.2007 - 06.2012
  • Managed daily store operations and ensured smooth workflow among staff.
  • Trained and supervised team members to enhance product knowledge and customer service.
  • Implemented visual merchandising strategies to improve store presentation and appeal.
  • Monitored inventory levels and coordinated restocking efforts with suppliers.
  • Developed staff schedules to ensure optimal coverage during peak shopping hours, enhancing customer service.
  • Conducted regular staff meetings to discuss sales goals and team performance.
  • Addressed customer inquiries and resolved issues to maintain satisfaction levels.
  • Analyzed sales trends to guide product selection and promotional activities, aligning offerings with customer demand.
  • Assisted customers with product selection based on their individual needs.
  • Developed and implemented store policies and procedures to ensure efficient operations.
  • Organized weekly sales reports to track inventory levels and maximize profitability.
  • Participated in meetings with other managers to discuss strategies for increasing sales.
  • Performed daily opening and closing duties such as counting cash drawer contents, reconciling discrepancies, restocking shelves.
  • Reviewed online reviews from customers to identify trends in customer satisfaction.
  • Maintained customer service standards by monitoring employee performance and resolving customer complaints.
  • Coordinated promotional activities such as contests, giveaways, discounts.
  • Ensured safety regulations were followed throughout the store at all times.
  • Established relationships with local businesses to promote cross-marketing opportunities.
  • Analyzed sales figures and prepared reports for upper management on a monthly basis.
  • Resolved conflicts between employees or customers in a timely manner.
  • Conducted regular audits of all departments to ensure compliance with company policies.
  • Identified areas of improvement within the store environment and recommended solutions.
  • Monitored stock levels and placed orders with vendors when necessary.
  • Recruited, trained, and managed staff; scheduled shifts and tracked employee attendance.
  • Provided feedback to corporate office regarding new products or services offered in-store.
  • Evaluated vendor invoices for accuracy before processing payments.
  • Created visual displays that engaged customers and showcased merchandise effectively.
  • Assigned work and monitored performance of project personnel.
  • Delegated work to staff, setting priorities and goals.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Produced thorough, accurate and timely reports of project activities.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Proposed or approved modifications to project plans.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Created and managed budgets for travel, training, and team-building activities.

Education

High School Diploma -

Warren County Christian School
Youngsville, PA
06-1997

Skills

  • Cash handling
  • Compliance monitoring
  • Customer education
  • Transaction processing
  • Risk management
  • Banking operations
  • Performance measurement
  • Inventory management
  • Sales promotion
  • Problem solving
  • Effective communication
  • Team training
  • Conflict resolution
  • Data analysis
  • Sales proficiency
  • Task delegation
  • Banking regulations
  • Cash handling expertise
  • Cross-selling products
  • Operational efficiency
  • Banking
  • Listening and comprehension
  • MS office proficient
  • Rapid data entry skills
  • Financial software
  • Asset protection
  • Goal-oriented focus
  • Savvy relationship-builder
  • Currency and coin counter
  • Math aptitude
  • Banking compliance
  • Relationship management
  • Cash drawer balancing
  • Accounting systems
  • International finance
  • New teller training
  • Approachable
  • Professional courtesy
  • Inventory management background
  • Banking product sales
  • Cash management
  • Customer relationship building
  • Account management
  • Confidentiality and discretion
  • Safe and vault operation
  • Account coding specialist
  • Numeric aptitude
  • Financial analysis
  • Fraud detection
  • Commercial servicing
  • Friendly
  • Patience and empathy
  • Record keeping
  • Sales proficiency
  • Rapid 10-key data entry
  • Banking ethics
  • Consumer banking specialist
  • Excellent communication skills
  • Fraud identification
  • Stress tolerance
  • Strong work ethic
  • Banking law compliance
  • Excellent time management skills
  • Investment sales
  • Transaction processing accuracy
  • Financial services
  • Referral management
  • Conflict resolution
  • Hospitality and accommodation
  • Account updating
  • Sales expertise
  • Financial advising
  • Exceptional customer service
  • Cheerful
  • Business development
  • Drawer balancing
  • Cash counting

Certification

DCA Certified

Accomplishments

Teller training award

Affiliations

Reading to students through Pnc grow up great program

Work Preference

Job Search Status

Open to work

Salary Range

$45000/yr - $200000/yr

Timeline

Lead Teller Operations Specialist

PNC Bank
03.2025 - Current

Full time teller

PNC Bank
02.2023 - 03.2025

Store Manager

Kay Jewelers
06.2017 - 10.2021

Store Manager

Kay Jewelers
03.2013 - 06.2017

Store manager

Jos a bank
06.2007 - 06.2012

High School Diploma -

Warren County Christian School

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