Susan Frausto
Teller Customer Service Representative
Cheyenne
Summary
Knowledgeable Member Services Officer with solid background as Teller, known for efficient transaction processing and excellent customer service. Proven ability to enhance customer satisfaction and streamline operations in fast-paced environment. Demonstrated proficiency in cash handling and banking software, with strong attention to detail and communication skills.
Overview
23
23
years of professional experience
Work History
SSVF Employment Navigator
Volunteers of America
04.2024 - 07.2025
- Assisted clients in accessing additional resources such as training programs, educational courses, or financial assistance when needed.
- Managed a diverse caseload of veterans from various backgrounds, tailoring services based on unique needs and circumstances.
- Cultivated partnerships with educational institutions to provide veterans with access to further training and education opportunities.
- Increased awareness of employment services through effective outreach and marketing strategies, reaching wider audience of potential clients.
- Established strong relationships with local employers to match clients with suitable job opportunities.
- Devised and implemented individualized employment plans to support client goals.
Outreach Coordinator
Community Action of Laramie County
09.2023 - 01.2024
- Developed network relationships with industry professionals to enhance community awareness and promote services.
- Implemented data-driven strategies to evaluate outreach efforts and continuously improve program effectiveness.
- Enhanced public understanding of organizational goals with clear, engaging communication materials.
- Improved access to resources for underprivileged communities by connecting them with essential services offered by partner agencies.
Case Management Team Lead
Converse County Block Grant
09.2021 - 01.2023
- Evaluated program effectiveness using data-driven metrics; presented findings at organizational meetings to inform continuous improvement efforts.
- Participated in ongoing professional development opportunities, staying current with industry best practices and emerging trends in case management.
- Enhanced client care by coordinating services and resources for optimal case management outcomes.
- Served as a mentor to new case management coordinators, providing guidance and support throughout the onboarding process.
- Reviewed and developed intake and discharge planning strategies to encourage client engagement and retention.
Benefit Eligibility Specialist
State of Wyoming Department of Family Services
09.2015 - 09.2020
- Assisted clients with accurate SNAP eligibility form, application and document completion.
- Communicated with people from various cultures and backgrounds on application process.
- Processed and certified documents for accuracy and compliance with government regulations.
- Established databases to track, analyze and automate eligibility application processes.
- Scheduled appointments with applicants to gather information and explain SNAP benefits processes.
Teller Supervisor
First Interstate Bank
09.2002 - 12.2003
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Counted cash drawers and made bank deposits.
- Maintained strong knowledge of bank products, services, procedures and regulatory requirements to assist staff members with questions and difficult or complex tasks.
- Implemented new cash handling procedures to minimize discrepancies, ensuring audit compliance and financial integrity.
- Reduced customer complaints by addressing issues promptly and implementing feedback into service improvements.
- Managed teller schedules, ensuring adequate staffing levels during peak business hours.
- Enhanced teller accuracy by conducting regular training sessions on transaction processing and customer service standards.
- Conducted regular performance evaluations for teller staff, identifying areas for improvement.
Teller
US Bank
03.2002 - 09.2002
- Processed customer transactions promptly, minimizing wait times.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
- Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
Education
Associate of Applied Science - Human Services
Eastern Wyoming College
Douglas, WY 05.2001 -
Associate of Applied Science - Social Sciences
Eastern Wyoming College
Douglas, WY 05.2001 -
Skills
Cash handling and management
Customer relationship building
Sales and Cross-selling
Confidentiality and discretion
Rapid data entry skills
Professionalism and courtesy
Conflict resolution techniques
Fraud detection proficiency
Financial services
Excellent communication skills
Currency and coin counter
Attention to detail
Timeline
SSVF Employment Navigator
Volunteers of America
04.2024 - 07.2025
Outreach Coordinator
Community Action of Laramie County
09.2023 - 01.2024
Case Management Team Lead
Converse County Block Grant
09.2021 - 01.2023
Benefit Eligibility Specialist
State of Wyoming Department of Family Services
09.2015 - 09.2020
Teller Supervisor
First Interstate Bank
09.2002 - 12.2003
Teller
US Bank
03.2002 - 09.2002
Associate of Applied Science - Human Services
Eastern Wyoming College
05.2001 -
Associate of Applied Science - Social Sciences
Eastern Wyoming College
05.2001 -
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