Tamara Thomas
Personal Banker/Supervisor
Moscow,TN
Summary
To enhance my administrative, customer service, and healthcare management background. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
24
24
years of professional experience
Work History
Personal Banker/Teller/Team Lead
FSNB, National Association
03.2019 - Current
- Use Salesforce CRM software to record personal information and purchases of contacted prospects..
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
- Improved customer satisfaction by providing personalized banking solutions and exceptional service.
- Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
- Processed deposits, withdrawals and ACH transfers accurately.
- Supported managers in implementing operational improvements that increased efficiency across the branch network.
- Collaborated with branch team members to achieve monthly sales targets and improve overall performance.
- Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
- Provided ongoing mentorship to junior bankers, building their skills in sales techniques and customer relations management.
- Conducted regular audits of cash handling procedures, minimizing risk exposure for the branch.
- Monitored accuracy of customer information in system.
- Reconciled customer accounts and balanced daily transactions.
- Keyed customer contact information and payment data into system carefully observing corporate confidentiality procedures.
CUSTOMER SERVICE REPRESENTATIVE
BANK OF AMERICA
07.2016 - 05.2017
- Answered constant flow of customer calls with up to 100 plus calls, addressed and resolved client's product and service complaints empathetically and professionally, referred unsolved grievances to proper department for further investigations with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Collected member(s) loan payments, assists clients with additional banking needs such as withdrawals, deposits, check cashing policies, account maintenance, general troubleshooting of online banking issues, discussed and resolved applicable fees on accounts, and assisted with replacement debit card issues.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled customer inquiries and suggestions courteously and professionally while actively listening to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Updated account information to maintain customer records while maintaining customer satisfaction with forward-thinking strategies while addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
CUSTOMER SERVICE REPRESENTATIVE
IBEX Global AT&T
10.2014 - 05.2016
- Answered an average of 60-100 plus calls per day by addressing customer inquiries, solving problems, and providing new product information
- Cross and Upsold AT&T products and services
- Assists with billing information regarding their DIRECTV and AT&T products and services.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Processed customer service orders promptly to increase customer satisfaction.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Advocate
WEST CORPORATION
10.2013 - 10.2014
- Effectively managed a high volume of inbound and outbound customer call
- Answered a constant flow of customer product calls with 50-100 plus calls per day
- Addressed and resolved customer product complaints empathetically and professionally
- Gathered and verified all required customer information for tracking purposes
- Ensure accuracy for mail order prescription drugs for Medicare Part D patients..
- Implemented new strategies to reduce average call handling time while maintaining high-quality service.
Sales Associate
Dollar General
09.2013 - 11.2013
- Greeted customers in a timely fashion while quickly determining their needs
- Recommended merchandise to customers based on their needs and preferences
- Maintained knowledge of current sales, promotions, and policies regarding payment and exchanges, and security practices
- Maintained front line/end cleanliness
- Handles cash, checks, credit, and debit card transaction
- Built relationships with customers to increase the likelihood of repeat business.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Managed returns, exchanges and refunds in accordance with store policy.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
Sales Agent
Colonial Williamsburg Foundation/Company
02.2000 - 07.2013
- Evaluated and generated leads obtained via direct referrals, lead databases, inbound, and outbound calling
- Modeled exceptional customer service skills and appropriate diagnostic sales techniques
- Processed 30-80 plus reservations per day
- Assisted call-in customers with questions and orders.
- Developed strong relationships with clients through excellent customer service and regular followups.
- Expanded client base by diligently prospecting new leads and effectively presenting product offerings.
- Verified personal and payment information on guests’ accounts for completion
- Actively sold lodging, dining, golf, spa, dining, and entertainment packages for leisure and conference guests.
Education
Bachelor of Science in Business Administration Healthcare Management -
LIBERTY UNIVERSITY
Lynchburg, VA01.2014
Diploma Computer Administrative Specialist -
TIDEWATER TECH
Newport news, VA03.2000
Diploma -
HOMER W. BYERS HIGH SCHOOL
Holly Springs, MS05.1998
Skills
- Superior computer skills and telephone etiquette
- Extensive administrative and call center background
- Service-Oriented, Hotel Operations, Event Planning and coordination, POS Systems, Hospitality Background, Five-star Hotel Experience, revenue generation and management, computer knowledge, resort experience, Microsoft Office programs and software knowledge, Guests satisfaction specialist, diligent and efficient
- Proficient in troubleshooting applications and software, Proficient in general accounting
- Cash Handling Expertise Exceptional Workflow Management
- Familiar with Key Performance indicators (KPI'S), AVAYA software knowledge
- Consumer Banking specialist, Compliance, banking laws, and regulations Advanced Clerical knowledge, Math aptitude, rapid 10 key data entry, ability to type 75 WPM typing speed, general accounting software (quick book pro), and Microsoft software
- Relationship Building
- Branch operations
- Customer Service
- Customer Satisfaction
- Client Relationship Management
- Cash Handling
- Attention to Detail
- Fraud prevention
- Sales expertise
- Relationship building and management
- Banking Policies and Procedures
- Banking
- Issues Resolution
- Financial Advising
- Account Maintenance
- Regulatory Compliance
- Financial product knowledge
- Loans
- Financial Services
- Opportunity Identification
- Account Management
- Loan Processing
- Transaction Processing
- Cross-Selling Products
- Teller Support
- Professional Appearance
- Cross-Selling and Upselling
- Financial Planning
- Rapport Building
- MS Excel
- Loan application expertise
- Sales strategy
- Banking operations knowledge
- Fee Collection
- Proficiency with Microsoft Programs and Applications
- HIPAA Compliance
- Insurance Verification
- Payment posting
- Medicaid and Medicare Knowledge
- Teamwork and Collaboration
- Billing and Collection Procedures
- Data Entry
- Medical Terminology
- Clerical Support
- Operations Support
- 75 WPM
- General accounting
- Paperwork and documentation
- Microsoft Office
- Bank Statement Reconciliation
- Purchase Orders
- Billing and Invoicing
- Payment Transactions
- General Ledger Entries
- Customer Contact
- Billing Data Verification
- Payment Processing
- Administrative Support
- Bill payment
- Office Equipment Operation
References
Furnished upon request
Received Medal From Former Senator White for outstanding Customer service
Received medal from former Senator White for outstanding customer service.
Received Certificate for Order of the Strawberry in Hospitality .
Completed all HIPAA knowledge requirements
Timeline
Personal Banker/Teller/Team Lead
FSNB, National Association
03.2019 - Current
CUSTOMER SERVICE REPRESENTATIVE
BANK OF AMERICA
07.2016 - 05.2017
CUSTOMER SERVICE REPRESENTATIVE
IBEX Global AT&T
10.2014 - 05.2016
Customer Service Advocate
WEST CORPORATION
10.2013 - 10.2014
Sales Associate
Dollar General
09.2013 - 11.2013
Sales Agent
Colonial Williamsburg Foundation/Company
02.2000 - 07.2013
Bachelor of Science in Business Administration Healthcare Management -
LIBERTY UNIVERSITY
Diploma Computer Administrative Specialist -
TIDEWATER TECH
Diploma -
HOMER W. BYERS HIGH SCHOOL
Similar Profiles
Terrica HillTerrica Hill
Retail Banker at Fort Sill National Bank - FSNBRetail Banker at Fort Sill National Bank - FSNB
Savannah HixonSavannah Hixon
Event Staff at ProMedia Publishing LLC (National Muscle Car Association/National Mustang Racers Association)Event Staff at ProMedia Publishing LLC (National Muscle Car Association/National Mustang Racers Association)
LARESHELL DenningLARESHELL Denning
Collections Representative at FSNB, N.ACollections Representative at FSNB, N.A
Bradley WatkinsBradley Watkins
Journeyman Plumber at Local 17Journeyman Plumber at Local 17
Kaneca NelsonKaneca Nelson
Operations Production Lead at KelloggsOperations Production Lead at Kelloggs