Shonacie Brown
Irving
Summary
- Dedicated and Dynamic professional having extensive experience in Collections, Sales and Customer support.
- Dynamic problem solver with first-rate skills in building relationships and resolving problems.
- Proactively identified solutions for customers experiencing credit issues.
- Skilled in MS Office suite, Document management, inbound/Outbound calls with excellent Organizational skills.
Overview
11
11
years of professional experience
Work History
Premier Banker
Truist Bank
Arlington, TX
06.2024 - Current
- Cultivated strong client relationships by providing personalized financial solutions and investment advice.
- Analyzed customer needs to recommend appropriate banking products and services, enhancing satisfaction and loyalty.
- Led team in cross-selling initiatives, increasing product penetration and improving overall branch performance.
- Mentored junior bankers on best practices for client engagement and financial planning strategies.
- Developed comprehensive financial plans tailored to individual client goals, ensuring alignment with long-term objectives.
- Streamlined account opening processes, reducing wait times and improving customer experience significantly.
- Conducted regular training sessions on compliance regulations, ensuring adherence to industry standards across the team.
- Collaborated with management to identify growth opportunities within the community, enhancing brand visibility and trust.
- Delivered onboarding training sessions for new Premier Bankers, sharing best practices and fostering a culture of excellence within the team.
- Worked closely with credit officers to process loan applications efficiently, resulting in quicker approvals for clients.
- Assisted high net-worth clients in managing their wealth portfolios for optimal returns.
- Streamlined banking processes to enhance efficiency and accuracy in transactions.
- Strengthened client retention by conducting periodic portfolio reviews and providing valuable insights on investment performance.
- Exceeded annual sales targets consistently, demonstrating strong business development skills and dedication to customer satisfaction.
- Conducted thorough risk assessments to identify suitable investment options for diverse clientele.
- Increased referrals from satisfied customers, resulting in new business and revenue growth.
- Improved client satisfaction by delivering personalized financial solutions and exceptional customer service.
- Enhanced client experience by promptly addressing concerns or inquiries related to account transactions or service issues.
- Developed tailored financial strategies to help clients achieve their short-term and long-term objectives.
- Collaborated with team members to meet branch sales goals and improve overall performance.
Loan Advisor
Bridgecrest Financial
Irving, TX, USA
09.2019 - 03.2025
- Handled customer complaints with relative ease by conducting research, listening carefully and taking appropriate action.
- Proactively identified solutions for customers experiencing credit issues.
- Developed team communications and information for meetings.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Maintained excellent attendance record, consistently arriving to work on time.
- Maintained high volume of calls to meet demands of busy group.
- Investigated accounts with balance errors using accounting software.
- Evaluated, researched and resolved discrepancies.
Banking Advisor
Mariner Finance
01.2023 - 03.2024
- Developed tailored financial solutions to meet diverse client needs.
- Conducted thorough assessments of clients' financial status and goals.
- Educated clients on various loan products and services available.
- Provided exceptional customer service to enhance client satisfaction and retention.
- Collaborated with team members to improve operational efficiency in client processing.
- Mentored junior staff on best practices for client engagement and financial advising.
- Analyzed market trends to identify opportunities for product development and enhancement.
- Extended and sustained relationships with customers to maintain and grow business.
- Educated customers on digital banking platforms, encouraging adoption of online services for convenience and efficiency benefits.
- Strengthened customer relationships through timely follow-ups and proactive communication.
- Developed strong rapport with clientele through active listening skills and empathetic understanding of their financial concerns.
- Worked with customers to procure updated financial information on continuous basis.
- Assisted in the management of risk by adhering to compliance policies and procedures when interacting with clients.
- Enhanced customer experience by addressing inquiries, resolving issues, and providing prompt assistance.
Collector
Teleperformance
Dallas, TX, USA
06.2018 - 09.2019
- Maintained high volume of calls to meet demands of busy group.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Monitored accounts for compliance with established payment plans and flagged those in violation.
- Identified and analyzed rejection patterns, partial denials, and denials from third parties to improve existing processes.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Worked in call center environment handling manual and automatically dialed outbound calls.
Collections Representative
Title Max Corporate Office
Carrollton, TX, USA
01.2015 - 11.2018
- Counselled debtors on payment options and arranged installment agreements.
- Resolved challenging situations with friendly but firm strategies.
- Researched, analyzed and settled disputes per week.
- Used probing techniques to determine debtors' reasons for delinquency.
- Negotiated to collect balance in full.
- Reviewed collection reports to determine status of collections and amounts of outstanding balances.
Education
Associates - Business Administration, Business, Marketing and Communications
Navarro College
Corsicana, TXSkills
- Process improvement
- Team management
- Organization
- Project organization
- Customer service
- Relationship development
- Problem resolution
- MS Office
- Team building
- Communications
Timeline
Premier Banker
Truist Bank
06.2024 - Current
Banking Advisor
Mariner Finance
01.2023 - 03.2024
Loan Advisor
Bridgecrest Financial
09.2019 - 03.2025
Collector
Teleperformance
06.2018 - 09.2019
Collections Representative
Title Max Corporate Office
01.2015 - 11.2018
Associates - Business Administration, Business, Marketing and Communications
Navarro College