Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shemeka Randolph

Retail Banking Manager
Pontiac,MI

Summary

Organized Banking Assistant knowledgeable about products and services. Devoted to customer relations and reliable in delivering expert clerical support to team members. Versed in security standards, fraud prevention and application processes. Astute Branch Leader Assistant brings background in banking and administration. Work well independently to meet daily demands and serve customers. Accomplished in staying on top of deadlines and resolving conflicts. Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments. Hardworking and focused Administrative professional offering excellent communication, planning and prioritization skills demonstrated through 25 years of performance. Skilled at drafting reports and business correspondence. Exceptional leadership skills with expertise in streamlining workflow to optimize personnel strengths.

Overview

10
10
years of professional experience

Work History

Branch Assistant Manager

Flagstar Bank
Pontiac, Michigan
7 2020 - Current
  • Maintained accurate records of transactions, ensuring compliance with company policies and financial regulations.
  • Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
  • Surpassed team goals by partnering with colleagues to implement best practices and protocols.
  • Maintained strict confidentiality of sensitive information pertaining to both clients and employees.
  • Assisted in development of marketing strategies to attract new customers and increase branch revenue.
  • Coordinated appointment scheduling for clients seeking consultations with financial advisors or loan officers.
  • Supported branch manager with daily administrative tasks, contributing to overall success of team.
  • Aided in staff training initiatives, sharing knowledge and expertise to build stronger workforce.
  • Identified opportunities for process improvements within branch operations, leading to increased efficiency and cost savings.
  • Managed cash transactions accurately, ensuring proper documentation and maintaining security protocols.
  • Worked closely with upper management on special projects that allowed our branch to better serve our clients'' needs.
  • Collaborated with other team members to deliver exceptional service, fostering positive work environment.
  • Educated customers on various banking products and services, helping them make informed decisions about their finances.
  • Handled account opening procedures thoroughly verifying required documentation reducing risk factors.
  • Administered loan application processing effectively from start to finish assuring client satisfaction.
  • Assisted commercial banking team with collection and clearing of document exceptions and collected past due loan payments.
  • Handled complex customer issues professionally, escalating concerns when necessary for prompt resolution.
  • Provided support during audits, ensuring all documentation was readily available for review by external parties.
  • Assisted in preparing monthly reports detailing branch performance metrics showcasing areas of strength as well as improvement.
  • Boosted branch efficiency by streamlining processes and implementing new operational procedures.
  • Conducted thorough research on client needs, providing tailored solutions for optimal financial growth.
  • Organized office spaces efficiently, improving workflow and enhancing productivity among colleagues.
  • Maintained confidentiality of private banking information with discretion, diplomacy and professionalism.
  • Entered loan data into computerized banking system for renewals and modifications and submitted requests to portfolio managers before maturity.
  • Managed customer service inquiries and pinpointed and implemented proper path to resolution.
  • Imaged banking and loan documents, created computerized placeholders and built comprehensive electronic credit files.
  • Advised customers of products and services and assisted bankers in delivering superior customer service.
  • Partnered with high net worth customers and private bankers to answer complex questions and solve operational issues while delivering superior customer service.
  • Completed e-learning plan and bank secrecy act training and maintained up-to-date banking knowledge.
  • Gathered due diligence information for loan document preparation, ordered title work appraisals and secured collateral data from lender.
  • Managed filing system, entered data and completed other clerical tasks.
  • Assisted coworkers and staff members with special tasks on daily basis.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
  • Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
  • Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
  • Established administrative work procedures to track staff's daily tasks.
  • Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
  • Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
  • Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
  • Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.

Retail Personal Banker

Comerica Bank
West Bloomfield, MI
5 2019 - 3 2020
  • Took care of customers’ needs while upholding laws and regulations
  • Processed transactions while offering customer’s better ways of banking
  • Processed garnishment papers, performed mail duties, and was involved in opening/closing procedures
  • Professionally and promptly addressed customer inquiries via phone
  • Researched issues using available resources and if necessary, redirected issues to appropriate resources and or escalates issues requiring urgent attention
  • Maintained clear and detailed records and documentation for each customer interaction
  • Handled variety of scenarios with ability to think decisively.

TDI Closing Support Agent

Volkswagen Group of America (TDI)
Auburn Hills, Michigan
09.2018 - 03.2019
  • Support TDI buyback appointments
  • Work closely with field staff to support closings
  • Review documents to ensure completion with accuracy
  • Assist in evaluating all operability of vehicles
  • Address all customer questions and concerns.
  • Managed multiple priorities successfully while maintaining strict adherence to deadlines within a fast-paced environment.
  • Enhanced customer satisfaction by effectively addressing and resolving support issues.
  • Maintained detailed records of customer interactions, ensuring accurate tracking and followup.
  • Created clear and concise user guides that improved customer self-service capabilities.
  • Provided excellent customer service, resulting in high levels of customer loyalty and retention.

Branch Service Manager

Huntington Bank
Flint, MI
08.2017 - 08.2018
  • Was responsible for providing an exceptional customer service experience
  • Reviewed reports and performed monthly audit tasks
  • Managed, coached, and developed colleagues while maintaining working relationships
  • Effectively managed team of 5-6 employees to meet quotas
  • Scheduled colleagues for all available shifts to fit guest needs and expectations
  • Listened for cues and clues from customer for additional referrals to other branch colleagues, while continuing to deepen the relationships
  • Performed operational tasks and minimized risk while following all policies and procedures
  • Demonstrated competency in implementing multiple projects
  • Kept composed under pressure while being able to meet deadlines.

Relationship Manager

Bank of America
Lake Orion, Michigan
08.2014 - 08.2017
  • Took care of customers’ needs while upholding laws and regulations
  • Processed transactions while offering customer’s better ways of banking
  • Processed garnishment papers, performed mail duties, and was involved in opening/closing procedures
  • Professionally and promptly addressed customer inquiries via phone
  • Researched issues using available resources and if necessary, redirected issues to appropriate resources and or escalates issues requiring urgent attention
  • Maintained clear and detailed records and documentation for each customer interaction.

Education

Business Administration -

University of Phoenix
Phoenix, AZ

High School Diploma -

Pontiac Central High School
Pontiac MI
05.2001 -

Skills

Customer Service

Written and verbal correspondences

Leadership

Database management

Microsoft software applications

Escalated Call Handling

Sales proficiency

Meeting Coordination

Financial Literacy

Financial Planning

Debt management

Communicating bank services

Multitasking and Time Management

Teamwork and Collaboration

Decision-Making

Excellent Communication

Timeline

TDI Closing Support Agent

Volkswagen Group of America (TDI)
09.2018 - 03.2019

Branch Service Manager

Huntington Bank
08.2017 - 08.2018

Relationship Manager

Bank of America
08.2014 - 08.2017

High School Diploma -

Pontiac Central High School
05.2001 -

Branch Assistant Manager

Flagstar Bank
7 2020 - Current

Retail Personal Banker

Comerica Bank
5 2019 - 3 2020

Business Administration -

University of Phoenix

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Shemeka RandolphRetail Banking Manager