Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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Tuseary Bell

Charlotte,NC

Summary

Experienced Regional Resource Manager with 8+ years of experience seeking career advancement in a challenging, fast-paced, and productive environment. Demonstrated expertise in personal banking, teller transactions, technical knowledge, billing sales, cash handling, and supply support for customer solutions. Possesses strong business skills and the ability to address general issues effectively. Actively listens to customers, understands their problems, and collaborates with them to find optimal solutions. Builds trust and fosters strong relationships through empathy, courtesy, and timely issue resolution. Proven experience in managing accounts and providing valuable financial information to support business growth. Holds certifications as a North Carolina Notary and Licensing Nationwide Multistate Licensing System & Registry (NMLS).

Overview

11
11
years of professional experience

Work History

Regional Resource Team Manger

PNC Bank
01.2024 - 12.2024
  • Defined clear targets and objectives and communicated to other team members.
  • Evaluated employee performance and coached team members, increasing quality of work and employee motivation.
  • Led employee relations through effective communication, coaching, training, and development.
  • Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
  • Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives.
  • Coaches, mentors and leads tellers by example to deliver a unique customer experience aimed at improving customer financial wellbeing and creating loyalty while increasing goals.
  • Assisted multiple branch managers in performance management and new hire selection processes.
  • Support multiple branches in PNC's Charlotte WA Retail Market.
  • Team with IP (Loss Prevention) to plan and direct policies. procedures. or systems to prevent the loss or assets.
  • Defined clear targets and objectives and communicated to other team members.

Regional Resource Team Banker/Teller

PNC Bank
09.2022 - 01.2024
  • Applies product and procedural knowledge to identify, mitigate and solve customer problems effectively to drive customer loyalty.
  • Manages risk through adherence to all policies and procedures, demonstrating sound judgment within established limits.
  • Participates in branch daily operations, ensuring they are completed in an efficient and accurate manner.
  • Acquires and builds the branch customer base through a variety of proactive sales and service activities.
  • Manages the customer experience by identifying opportunities to improve the customer's financial wellbeing.
  • Processes transactions, such as term deposits, withdrawals, payments, disputes, retirement savings plan contributions, automated teller transactions, night deposits, and mail deposits.
  • Ensures teller and branch daily operations and maintenance transactions are completed in an efficient and accurate manner.
  • Supports multiple branches in PNC's Charlotte WA Retail Market.
  • Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
  • Strengthened customer relationships through attentive service and prompt resolution of inquiries.
  • Monitored account activity and identified suspicious transactions, taking appropriate action to prevent fraud.

Customer Service Representative CC (Tier 2)

PNC Bank
04.2020 - 09.2022
  • Supports a complex dedicated suite of products/services, services a sophisticated client base, and/or leverages an advanced process or tool to support internal and external.
  • Focus on problem resolution that occurs across multiple channels for our customers.
  • Delivers CARES model to customers and service partners.
  • Receives, investigates and responds to customer inquiries regarding products, services and issues.
  • Resolves customer service inquiries and issues.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Documented and detailed calls and complaints using call center's CRM database.

Chat Specialist Manager

Alight Solutions
10.2018 - 04.2020
  • Manager customer service chat team.
  • Assign employees to chat cases for completion.
  • Placing outbound calls to offer assistance with accounts.
  • Having knowledge and understanding of all Ford's services offered to employees.
  • Daily research to complete evaluation for Ford's Compliance.
  • Taking the appropriate action to resolve concerns regarding employees, and the clients at Ford Motors.
  • Assist participants with navigation and requests through the service web chat.
  • Maintain up-to-date knowledge of customer’s accounts.
  • Provided excellent technical support and good working knowledge of Microsoft Word, Excel, Outlook, and spreadsheet.
  • Ability to maintain the highly confidential nature of HR work.
  • Exceeded performance metrics consistently by maintaining a high level of productivity and quality assurance in chat interactions.

Customer Service Inbound Agent / Floor Lead

Teletech
03.2017 - 11.2018
  • Assisted members with understanding the policies, healthcare plan and navigation services at United Health Care.
  • Daily research to complete evaluation for companies compliance.
  • Effective in handling multiple tasks, managing time, set priorities and deadlines appropriately.
  • Having knowledge of all United Healthcare services.
  • Identifying and recommending areas of opportunity to increase production and performance.
  • Cross training new employees to transition to the production floor.
  • Process transaction for premium payments.
  • Provided policy and service information provided by United Healthcare.
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.

Assisted General Manager

Circle K
02.2014 - 10.2017
  • Set up promotional displays and retagged products.
  • Collaborate with outside sales representatives on receivables and deliver schedules.
  • Processed payments and answered merchandise questions.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Handling cash orders, vault count, along with night drops.
  • Maximizing profitability and setting or meeting sales targets.
  • Assisted in recruiting, hiring and training of team members.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.

Education

High School Diploma -

Spring Creek High School
Seven Springs
05-2009

Skills

  • Citrix
  • Live Chat
  • Network Support
  • I Dial
  • Employee scheduling
  • Performance coaching
  • Account Management
  • Service Connect
  • Genesis Solution
  • Total Benefit Administration System
  • Lotus Applications
  • People Safe
  • VCC
  • ACSR
  • IBAAG
  • XNet Systemware
  • Customer focus
  • Staff development

Personal Information

Title: Personal Banker / Business Banker

Timeline

Regional Resource Team Manger

PNC Bank
01.2024 - 12.2024

Regional Resource Team Banker/Teller

PNC Bank
09.2022 - 01.2024

Customer Service Representative CC (Tier 2)

PNC Bank
04.2020 - 09.2022

Chat Specialist Manager

Alight Solutions
10.2018 - 04.2020

Customer Service Inbound Agent / Floor Lead

Teletech
03.2017 - 11.2018

Assisted General Manager

Circle K
02.2014 - 10.2017

High School Diploma -

Spring Creek High School

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Tuseary Bell