Terry Drake II
Baltimore,MD
Summary
Banking professional with comprehensive expertise in financial services and client management. Proven ability to enhance customer experiences and streamline banking operations. Focused on collaborative team efforts and adaptive to dynamic work environments. Strong skills in account management and customer service.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Universal Banker
M&T Bank
Timonium, MD
08.2024 - Current
- Developed strong relationships with clients, fostering trust and loyalty within the community.
- Educated clients on digital banking tools, enhancing user engagement and efficiency.
- Managed risk effectively by adhering to established security protocols and diligently monitoring suspicious activities or transactions.
- Opened checking, savings, money market and certificates of deposit accounts and ordered checks, debit cards and furnished online banking details to facilitate new transactions
- Perform daily client outreach by reviewing accounts and making 30 phone dials and 20 emails to strengthen client relationships.
- Manage large volumes of daily inbound calls by screening clients according to bank KYC guidelines, and reroute calls as needed.
- Perform in-person and telephone retail and business ACH, debit and credit card disputes and document all relevant information for fraud department to review.
- Managed escalated complaints by applying conflict resolution skills and extensive knowledge of bank policies, products, and services.
- Collaborated with team members to streamline branch operations and improve workflow processes.
- Documented customer interactions through client relationship management system.
- Submit documentation to legal department for review.
- Perform in-person wire transfer requests for retail and business clients.
- Perform business account maintenance such as product bundle maintenance, fee refunds, business credit card application requests and business debit card orders.
Teller
M&T Bank
Timonium, MD
06.2023 - 08.2024
- Act as the face of the bank by greeting and thanking all clients who enter the branch.
- Manage transaction line by processing between 80 - 100 client transactions daily with accuracy.
- Managed complex client issues by applying problem-solving skills to achieve satisfactory resolutions.
- Answered client inquiries regarding account balances, transaction history, services charges, and interest rates.
- Maintained cash drawer accuracy through diligent counting and reconciliation procedures.
- Monitored and reported suspicious activity in line with bank security policies.
- Trained new tellers on operational procedures, fostering a knowledgeable and capable staff team.
- Perform weekly ATM settlement to ensure accurate cash totals and verify client deposits.
- Maintain branch cash vault to ensure proper cash flow into and out of branch.
Administrative Assistant to the President
Barrow Wise Consulting, LLC
Rockville, MD
08.2021 - 05.2023
- Performed research to collect and record industry data.
- Coordinated communication between the President and stakeholders, fostering positive relationships.
- Maintain portfolio of 300 clients amongst the public sector including the US Navy, US Army, GSA, US AID, State of Illinois, and Department of Treasury.
- Managed executive scheduling, ensuring optimal time allocation for meetings and engagements.
- Provided exceptional customer service to clients, addressing inquiries promptly and professionally.
- Maintained confidentiality by handling sensitive documents and communications with discretion and care.
- Used advanced software to prepare documents, reports, and presentations.
- Transcribed and organized information to assist in preparing speeches and presentations.
Sales Advisor
H&M
Towson, MD
06.2016 - 07.2021
- Maintained product knowledge to assist customers in making informed purchasing decisions.
- Act as the face of the retailer by greeting all customers who enter the store.
- Enforce sales conversion by managing between 50-100 daily walk in customers and promoting 50% of walk in customers to purchase an item.
- Delivered exceptional customer service, addressing inquiries and resolving issues promptly.
- Trained new staff on sales techniques, product offerings, and company policies.
- Handled difficult situations professionally by addressing customer complaints and finding mutually beneficial solutions.
- Collaborated with team members to achieve store sales goals and enhance customer satisfaction.
Education
Associate of Science - Computer Science
Community College of Baltimore County
Baltimore, MD12-2022
High School Diploma -
Baltimore Polytechnic Institute
Baltimore, MD06.2012
Skills
- Customer service
- Time Management
- Scheduling
- Data Entry
- Cash handling
- Analytical thinking
- Document preparation
- Customer relationship management
- Banking software navigation
- Risk management
- Financial product sales
- Team collaboration
- Proficient in Microsoft Office (Word, Powerpoint, Excel, Outlook, Teams)
Certification
- NMLS Certified
- Notary Public
Timeline
Universal Banker
M&T Bank
08.2024 - Current
Teller
M&T Bank
06.2023 - 08.2024
Administrative Assistant to the President
Barrow Wise Consulting, LLC
08.2021 - 05.2023
Sales Advisor
H&M
06.2016 - 07.2021
Associate of Science - Computer Science
Community College of Baltimore County
High School Diploma -
Baltimore Polytechnic Institute