Susan (Renee) Agostini
Garner,NC
Summary
Seeking position where my negotiation, leadership and analytical skills can be leveraged to benefit the goals and objectives of employer. Equipped for increased responsibility and professional growth. Very well organized with proven ability to meet objectives, production goals, and deadlines. Persuasive in communicating creatively with employees and customers alike from various cultures and backgrounds. Able to manage multiple tasks in a pressured time-sensitive environment. Versatile Teller Manager with [Area of study] degree and proven customer service expertise. Managed teller services for large metropolitan bank and contributed to substantial account growth during past year. Excellent operations management and communications skills enabled achievement of positive results. Results-driven [Job Title] experienced in financial statement review, auditing and reporting. Well-versed in producing reports, evaluating department operations and handling month- and year-end closings. Meticulous, conscientious and methodical in approach.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Teller Operations Manager
Coastal Federal Credit Union
05.2016 - 05.2021
- Maximizing member service and maintaining established service levels
- Analyzing current business practices and identifying areas for improvement
- Presenting proposals for your recommended changes and coordinating implementation
- Generating reports showing production volume and assessing current/future staffing needs
- Forecasting and proposing staffing needs based on planning and budget
- Managing Teller/Supervisor/Manager schedules, attendance, and PTO requests
- Leading system tests for various software
- To include NCR, Synapsys, and Episys
- Leading department in conversion on Windows 10 Upgrade to Teller Center and PTM Machines
- Managerial staffing of employees
- Developing within the department career development of staff and training
- Identifying talent in team and help with helping to do more of their best work
- Recruiting additional staff as needed
- Scheduling skill development with staff.
- Improved customer satisfaction by implementing efficient teller procedures and streamlining workflow.
- Enhanced operational efficiency by conducting regular audits, ensuring compliance with established policies and procedures.
- Reduced wait times for customers by optimizing staff scheduling and maintaining adequate staffing levels during peak periods.
- Managed daily teller operations, ensuring accurate cash handling and prompt transaction processing.
- Developed training materials and provided ongoing coaching to tellers, improving accuracy rates and overall performance.
- Identified areas of potential risk within the branch and implemented measures to mitigate those risks, promoting a secure working environment.
- Maintained strong relationships with customers by addressing concerns promptly and professionally, leading to increased customer loyalty.
- Ensured adherence to all federal banking regulations by staying current on industry changes and updating internal policies accordingly.
- Contributed to a positive work culture by recognizing employee achievements and encouraging open communication among staff members.
- Reduced errors in transactions through rigorous attention to detail when reviewing teller documentation.
- Spearheaded process improvements within the department that led to reduced costs without sacrificing quality or customer satisfaction.
- Partnered with human resources to recruit top talent for open positions within the teller team.
- Resolved escalated issues with customer transactions to facilitate improved process flow and encourage good customer relations.
- Evaluated employees' performance and offered recommendations for improvement to enhance operations efficiency.
- Interviewed and hired teller candidates to promote adequate staff coverage during operating hours.
- Complied with established internal controls and policies.
- Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities.
Retail Banker
Woodforest National Bank
04.2014 - 05.2016
- Received and processed customer financial transactions, including deposits, withdrawals, cash advances, loan payments, transfers, and check cashing
- Opening new accounts, loan products to meet customer needs
- Maintain and review accounts for potential loss and collaborate with Risk Management for potentially fraudulent activity and risk
- Collaborate/Escalate customer complaints and/or research.
- Increased customer satisfaction by providing personalized banking solutions and exceptional customer service.
- Streamlined account opening processes for improved efficiency and a better client experience.
- Collaborated with team members to achieve branch sales targets and enhance overall productivity.
- Identified opportunities for cross-selling financial products, resulting in higher revenue generation.
- Enhanced customer loyalty through proactive communication and timely resolution of issues.
- Assisted in the implementation of new marketing strategies, leading to increased foot traffic and account openings.
- Improved teller accuracy by conducting regular audits and emphasizing the importance of attention to detail.
- Mentored junior staff, fostering teamwork, collaboration, and professional growth within the branch.
- Developed strong relationships with clients, creating lasting connections that contributed to business growth.
- Reduced transaction wait times through efficient multitasking and effective queue management techniques.
- Strengthened client portfolio by identifying needs and recommending suitable financial products or services.
- Maintained high levels of cash handling accuracy, ensuring proper documentation and adherence to compliance requirements.
Investor Service Assistant
First Citizens Investor Services
06.2008 - 07.2013
- Assisted Financial Consultants with daily operations to include customer contacts, client’s asset movements, set and confirmed appointments
- Processed administrative duties as pertinent to marketing analysis
- Maintained bookkeeping in a fast-paced environment.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Worked well in a team setting, providing support and guidance.
- Passionate about learning and committed to continual improvement.
- Proven ability to learn quickly and adapt to new situations.
Office Manager
Sprint Corp.
06.1999 - 11.2002
- Complied client profiles and entered information into the operation system
- Supervised and trained employees on productivity, sales and performance measurements
- Improved productivity by increasing customer feedback and maintaining long-term business goals
- Handled customer inquiries by staying up-to-date on market and industry trends and finding unique solutions to issues
- Completed all business transactions and practices in the individual’s span of control comply with regulations and the Code of Conduct
- Pursued on-going education of business modules and tutorials as it pertinent to job duties.
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
- Implemented new software tools for streamlined project management, increasing efficiency in task completion across teams.
- Reduced costs with meticulous budget monitoring and expense tracking for essential supplies and equipment.
Assistant Head Teller
First Citizens Bank
06.1995 - 06.1999
- Performed initial client assessment and analysis to begin research process
- Assisted clients with teller transactions such as withdrawals and deposits
- Balanced vault and teller drawer on a daily basis
- Cross-sell bank products and referrals to clients
- Ordered funds from Federal Reserve and balanced ATM machines.
- Enhanced customer satisfaction by efficiently processing transactions and addressing inquiries.
- Streamlined teller operations for increased accuracy and productivity by implementing new procedures.
- Reduced cash discrepancies with diligent cash drawer management and thorough end-of-day reconciliation.
- Collaborated with fellow tellers to ensure smooth branch operations, leading to improved customer service.
- Supported the Head Teller in training new employees, fostering a positive work environment and efficient team performance.
- Identified potential fraudulent activities through vigilant monitoring of transaction patterns and promptly reporting suspicious behavior.
- Assisted customers with account maintenance tasks, ensuring accurate record-keeping and timely resolution of issues.
- Maintained strict compliance with bank policies and regulations, mitigating risk exposure in daily operations.
Education
Associate of Applied Science - Finance
Johnston Community College
Smithfield, NCDunedin High School
Dunedin, FL01.1988
Skills
- Teller Support
- Customer Relationship Management
- Interpersonal Skills
- Adaptability and Flexibility
- Decision Making Abilities
- Team Leadership and Management
- Regulatory Compliance Knowledge
- Customer Service Excellence
- Operational Process Improvement
- Problem Solving Abilities
- Staff Training and Development
- Banking Software Proficiency
- Fraud Detection and Prevention
- Organizational Skills
- Multitasking Capabilities
- Process Improvement
- Regulatory Compliance
- Team Oversight
- Relationship Building
- Goal Setting
- Staff Recruitment and Hiring
- Team Building Leadership
- Data Analysis
- Decision-Making
- Work Planning
- Prioritizing and Planning
- Risk Assessment
- Willing to Learn
- Client Relationship Management
Personal Skills Summary
- Leadership
- Highly organized
- Adaptability
- Problem solver
- Ability to multi-task in a fast-paced environment
- Technical skills
- Self-motivated
- Customer service driven
- Team building
- Written & Communication
Certification
Six Sigma Yellow Belt Certification 2022
Additional Information
CU Aware Mentor/Mentee Nov 2019 to Nov 2021
Timeline
Teller Operations Manager
Coastal Federal Credit Union
05.2016 - 05.2021
Retail Banker
Woodforest National Bank
04.2014 - 05.2016
Investor Service Assistant
First Citizens Investor Services
06.2008 - 07.2013
Office Manager
Sprint Corp.
06.1999 - 11.2002
Assistant Head Teller
First Citizens Bank
06.1995 - 06.1999
Associate of Applied Science - Finance
Johnston Community College
Dunedin High School
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