Summary
Overview
Work History
Education
Skills
Timeline
Generic

Theresa Moore

Customer service
Dover,OH

Summary

Dynamic professional with a proven track record at Bank of America, excelling in relationship building and customer satisfaction. Leveraged sales expertise to generate new business and enhance client loyalty, consistently exceeding performance metrics. Skilled in regulatory compliance and fraud prevention, delivering tailored banking solutions that foster trust and long-lasting relationships.

Excellent customer care skills with both internal and external customers. Highly responsive to feedback with imediate implementation.

My experience is with a variety of industries, from mail order pharmacy to banking, and I have a true passion for customer service.

Overview

26
26
years of professional experience

Work History

Small Business Banker

Bank of America
03.2016 - 04.2023
  • Managed a diverse portfolio of small business clients, ensuring their unique financial needs were met efficiently and effectively.
  • Increased small business client satisfaction by providing tailored financial solutions and exceptional customer service.
  • Established strong relationships with small business owners, earning trust as a reliable financial advisor.
  • Maintained strict adherence to bank policies, procedures, and compliance standards, minimizing risk and potential for financial loss.
  • Handled various accounting transactions.
  • Educated customers on online banking and mobile banking applications.
  • Maintained friendly and professional customer interactions.

Personal Banker

Bank of America
02.2014 - 08.2014
  • Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
  • 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.
  • Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
  • Improved customer satisfaction by providing personalized banking solutions and exceptional service.
  • Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
  • Exceeded individual performance metrics consistently while maintaining exceptional levels of client satisfaction ratings throughout tenure as Personal Banker.

Retention Specialist

Tmoblie
09.2005 - 04.2013
  • Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
  • Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
  • Negotiated contract renewals, securing continued business partnerships with satisfied clients.
  • Built constructive customer relationships to improve loyalty and recommendations.
  • Boosted revenue through upselling and cross-selling opportunities during customer interactions.
  • Conducted regular account reviews, addressing concerns and presenting solutions to retain customers.
  • Delivered exceptional service standards, resolving issues promptly and maintaining open lines of communication with clients.

Customer Service Quality Analyst

Express Scripts
02.1997 - 05.2005
  • Streamlined processes by recommending and implementing changes to the company''s customer service policies and procedures.
  • Monitored trends in customer feedback data, proactively addressing issues before they escalated into larger problems.
  • Spearheaded initiatives that led to improved service levels, incorporating both quantitative data analysis as well as qualitative evaluations from customers themselves.

Education

None - Business Administration

International Business College
NM

Skills

  • Relationship building
  • Branch operations
  • Customer service
  • Customer satisfaction
  • Client relationship management
  • Positive attitude
  • Fraud prevention
  • Sales expertise
  • Relationship building and management
  • Banking policies and procedures
  • Regulatory compliance

Timeline

Small Business Banker

Bank of America
03.2016 - 04.2023

Personal Banker

Bank of America
02.2014 - 08.2014

Retention Specialist

Tmoblie
09.2005 - 04.2013

Customer Service Quality Analyst

Express Scripts
02.1997 - 05.2005

None - Business Administration

International Business College

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Theresa MooreCustomer service