Sheng Yang
Tulsa,OK
Summary
A reliable candidate brings strong organizational, communication, and interpersonal skills. Possesses a proven ability to multitask and solve problems with a highly organized approach to challenges. Professional with several years of experience providing exceptional administrative and customer service support. Skilled in managing daily office operations, including scheduling, data entry, filing, and record-keeping. Expertise in providing administrative support for daily processes and activities in a corporate environment. Reliable worker with excellent communication, time management, and computer skills. Hardworking, highly motivated professional, eager to lend combined knowledge and skills to enhance business performance. Operates well in both individual and team capacities, leveraging a seasoned work ethic to quickly adapt to different processes and drive company objectives. Reliable professional with background in financial transactions, known for high productivity and efficient task completion. Possess key specialized skills in cash handling, customer service, and fraud detection which contribute to maintaining accuracy and promoting client trust. Excel in communication, problem-solving, and time management, ensuring seamless operations and positive customer experiences.
Overview
19
19
years of professional experience
Work History
Lead Teller
First National Bank Of Broken Arrow
Broken Arrow, OK
08.2024 - Current
- Managed daily operations of teller line, ensuring compliance with bank policies and procedures.
- Welcomed customers and offered pleasant service during entire transaction.
- Identified potential fraud risks or suspicious activities within the branch's financial accounts.
- Received and counted daily inventories of cash, drafts and checks.
- Maintained up-to-date knowledge of current bank products and services for customers' convenience.
- Ensured adherence to all applicable laws and regulations related to banking operations.
- Handled daily team scheduling and properly staffed shifts.
- Monitored daily cash levels in the vault and reconciled discrepancies.
- Managed a team of tellers and ensured proper training on all banking policies and procedures.
- Resolved customer complaints and inquiries, providing exceptional service and retaining client loyalty.
- Acted as pivotal point of contact between bank branches regarding guidelines and practices.
- Audited teller transactions for accuracy prior to submission for processing.
- Coordinated scheduling of teller staff to ensure adequate coverage during peak hours.
- Managed supply of cash for the branch, including ordering cash from the vault as necessary.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Performed basic administrative tasks regarding banking products by handling phone calls, inquiries and emails.
- Supervised and trained team of tellers, enhancing productivity and customer service skills.
- Transmitted orders to supply cash to meet daily needs.
- Resolved problems or discrepancies concerning customers' accounts.
Teller
First National Bank of Broken Arrow
Broken Arrow, OK
03.2024 - 08.2024
- Verified amounts and integrity of every check or funds transfer.
- Handled large volumes of currency quickly and accurately with minimal errors.
- Balanced cash drawers on a daily basis.
- Maintained accurate records of all transactions and customer interactions.
- Performed special services for customers, ordering bank cards and checks.
- Issued and redeemed money orders, cashier checks, traveler's checks and savings bonds.
- Researched discrepancies between actual cash amounts and records of transactions for accuracy.
- Built and maintained client relationships through quality, personalized interactions.
- Worked effectively in team environments to make the workplace more productive.
- Assisted with customer requests and answered questions to improve satisfaction.
- Counted currency, coins and checks received to prepare for deposit or shipment to branch banks or Federal Reserve Bank.
- Balanced daily cash deposits and vault inventory with zero error rate.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Associate Personal Banker
Wells Fargo Bank
Citrus Heights, CA
12.2021 - 08.2023
- Discover needs from customers and recommend banking products and services to customers
- Monitored banking regulations and maintained compliance with all banking and financial policies
- Educated customers on how to use banking products, services, and other financial solutions
- Analyzed client financial needs, suggested appropriate financial services, and prepared loan applications
- Maintained knowledge of bank products, services, policies, procedures, and regulations
- Referred customers to financial specialists in event of specialized needs
- Identified customer needs by actively listening and asking questions to determine appropriate product offerings
- Helped new and existing clients open personal accounts and resolve issues related to ATM machines and online banking
- Responded promptly to emails or phone calls from customers regarding account inquiries or concerns
- Developed relationships with customers through timely follow-up, sound advice, and quality service
- Assisted customers with loan applications and credit card requests
- Utilized problem solving and communication skills to resolve customer inquiries and complaints
- Monitored accounts for suspicious activity while ensuring compliance with applicable laws and regulations
- Assessed client financial situations to develop strategic financial planning solutions
Lead Teller
Wells Fargo
Citrus Heights, CA
02.2019 - 12.2021
- Demonstrated strong problem-solving skills in resolving customer inquiries and complaints
- Prepared weekly teller work schedules to adequately cover all shifts
- Provided guidance and mentorship to junior level tellers on best practices for providing excellent customer service experiences
- Coordinated shipping and ordering of branch cash supply to sufficiently meet customer needs
- Monitored teller staff performance to ensure high quality customer service was delivered consistently
- Maintained accurate records of all transactions and balanced cash drawers at the end of each shift
- Assisted tellers with out-of-balance reconciliations by making proper corrections
- Supervised and trained teller staff on operational procedures and policies
- Conducted daily audits to ensure compliance with established bank regulations
- Mentored tellers by example with clear communication skills, transaction handling and problem-resolution processes
Customer Service Representative
Wells Fargo
Saint Paul, MN
09.2016 - 02.2019
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
- Responded to telephone inquiries and complaints following standard operating procedures
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers
- Assisted customers with product selection by providing detailed information about available products and services
- Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues
- Maintained an updated knowledge base of current products, services, pricing, promotions
- Updated and maintained database with accurate customer information and timely data entry
- Discover services and products based on customer needs
Teller
Wells Fargo
Saint Paul, MN
11.2015 - 09.2016
- Greeted customers with professionalism and friendly and courteous demeanor
- Guided customers in selecting appropriate financial products for individual needs
- Balanced cash drawer and maintained full accountability for assigned cash on hand
- Ensured that all customer data was kept confidential according to bank policy standards
- Adhered to security and regulatory requirements surrounding financial transactions
- Identified fraudulent activity on accounts and took appropriate actions as needed
- Supported exceptional customer service with prompt acknowledgment and accurate account services
- Assisted customers with deposits, withdrawals, and check cashing services in a friendly and efficient manner
- Verified the accuracy of customer account information prior to processing transactions
- Resolved customer complaints quickly and efficiently in order to maintain positive relationships with clients
Store Manager
Taco Bell
Antelope, CA
02.2006 - 04.2015
- Coordinated employee schedules according to availability and made staffing adjustments to cover shifts
- Tracked store inventory and ordered new products to prevent shortages
- Trained staff on proper cash handling procedures including daily deposits, credit card payments, and end-of-day reconciliation of register funds
- Addressed employee issues, performed corrective actions, and terminated employment when necessary
- Solved problems and resolved conflicts for team members and customers
- Conducted regular performance reviews with staff to ensure job expectations were met or exceeded
- Developed and implemented a customer service program to ensure consistent, high quality service throughout the store
- Provided leadership and motivation to team members to increase productivity and efficiency within the store
Education
High School Diploma -
Grant Union High School
Sacramento06.2004
Skills
- Cash Handling Expertise
- Fraud Identification
- Exceptional Customer Service
- Excellent Communication Skills
- Excellent Time Management Skills
- Hospitality and Accommodation
- Team Cooperation
- Phone Inquiries
- Customer Service Excellence
- Providing Feedback
- 10-key data entry
- Staff management
- Team development
- Hmong fluency
- Trustworthy and honest
- Positive attitude
- Customer relationship management
- Coaching and mentoring
- Decision-making
- Daily operations support
- Problem-solving
References
Angie John, Manager, (918) 829-2470
Linda Patti, Co-worker, (918) 935-5467
Megan Price, Co-worker, (918) 404-0040
Chao Thao, Friend, (916) 803-3353
Laynee Kellogg, Co-worker (539) 250-9285
Timeline
Lead Teller
First National Bank Of Broken Arrow
08.2024 - Current
Teller
First National Bank of Broken Arrow
03.2024 - 08.2024
Associate Personal Banker
Wells Fargo Bank
12.2021 - 08.2023
Lead Teller
Wells Fargo
02.2019 - 12.2021
Customer Service Representative
Wells Fargo
09.2016 - 02.2019
Teller
Wells Fargo
11.2015 - 09.2016
Store Manager
Taco Bell
02.2006 - 04.2015
High School Diploma -
Grant Union High School
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