Sylvia Smalls
Wappingers Falls,NY
Summary
Results-oriented professional with extensive experience in client relationship management and banking product cross-selling at NBT Bank. Enhanced customer satisfaction through effective communication and attention to detail, consistently meeting sales targets. Strong organizational skills utilized to streamline operations and promote financial literacy. Bilingual communicator with a proven track record in building client relationships and delivering exceptional customer service.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Relationship Banker
NBT BANK
FISHKILL, New York
07.2025 - 10.2025
- Cultivated strong client relationships through tailored banking services.
- Streamlined account inquiries and transaction processing for enhanced efficiency.
- Educated clients on banking products and services to improve financial literacy.
- Managed account information and transactions securely using banking software.
- Identified client needs through effective communication and recommended suitable banking products.
Relationship Advisor
Hudson Valley Credit Union
Poughquag, US
02.2025 - 04.2025
- Identified cross-selling opportunities for banking products, increasing revenue from existing clients.
- Achieved monthly sales targets through proactive identification of new business opportunities.
- Conducted thorough financial analyses and tailored recommendations based on client needs.
- Reviewed client accounts regularly to ensure regulatory compliance and identify risks.
- Facilitated account openings, closings, and maintenance while adhering to bank policies.
- Educated clients about various banking products, including loans and investment options.
- Cultivated strong relationships with members to better understand financial needs.
- Provided guidance on loan products and digital banking tools for enhanced convenience.
Hotel Front Desk Agent
Surestay Hotel by Best Western
Highland, US
09.2022 - 02.2025
- Answered phone calls promptly, maintaining professionalism throughout interactions.
- Managed reservations through multiple channels, ensuring accurate guest records.
- Greeted guests warmly upon arrival and provided efficient check-in assistance.
- Processed payments and addressed billing inquiries swiftly at front desk.
- Coordinated with housekeeping to guarantee timely room availability for guests.
- Resolved guest inquiries and complaints effectively to uphold satisfaction levels.
- Assisted guests with special requests, including upgrades and additional amenities.
- Maintained a tidy and organized front desk area through teamwork.
Front Desk Representative
Hampton Inn by Hilton
Fishkill, US
08.2021 - 08.2022
- Greeted guests upon arrival, ensuring a welcoming atmosphere at front desk.
- Managed efficient check-in and check-out processes for all guests.
- Handled reservations accurately using property management systems.
- Coordinated with housekeeping to guarantee room readiness for incoming guests.
- Addressed guest inquiries and complaints promptly, enhancing overall satisfaction.
- Maintained cleanliness and organization of front desk area for optimal operations.
- Collaborated with team members to streamline processes and improve service efficiency.
- Posted charges for services based on individual customer actions.
PBX Hotel Operator
Millennium Time Square New York
New York, US
03.1998 - 02.2020
- Managed reservation log for Bugis Street Brasserie & Bar to optimize floor operations.
- Ensured customer satisfaction while supporting brand standards during peak service times.
- Directed calls to appropriate departments, facilitating timely communication with staff and clients.
- Addressed inquiries and resolved issues promptly, delivering exceptional customer service.
- Maintained accurate call logs and internal directories for efficient staff reference.
- Trained new staff on switchboard operations and company policies for effective communication.
- Coordinated responses for emergency calls with relevant personnel to ensure safety.
- Operated multi-line PBX switchboard to efficiently handle incoming hotel communications.
Education
Bachelor of Criminal Justice - Criminal Justice
Monroe College
Bronx, NY01.2013
Skills
- Hospitality and hotel expertise
- Bank product knowledge
- Cross-selling techniques
- Effective communication
- Attention to detail
- Telecommunication skills
- Customer service and support
- Cash handling and register operations
- Front desk management
- Microsoft Office proficiency
- Bilingual communication
- Organizational abilities
- Time management skills
- Phone etiquette
Certification
Driver's License
Personal Information
Work Permit: Authorized to work in the US for any employer
Languages
Spanish
Professional
Timeline
Relationship Banker
NBT BANK
07.2025 - 10.2025
Relationship Advisor
Hudson Valley Credit Union
02.2025 - 04.2025
Hotel Front Desk Agent
Surestay Hotel by Best Western
09.2022 - 02.2025
Front Desk Representative
Hampton Inn by Hilton
08.2021 - 08.2022
PBX Hotel Operator
Millennium Time Square New York
03.1998 - 02.2020
Bachelor of Criminal Justice - Criminal Justice
Monroe College