Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Uterson Innocent

Delray Beach,FL

Summary

To be an effective team member maintaining high standards of customer service and satisfying our customers financial needs to help them succeed financially. To grow within a trusted and valuable organization position with greater responsibilities to lead and empower others.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Banking Customer Care Professional

AMERICAN EXPRESS
01.2022 - Current
  • Pioneering the servicing of new products that will lead the way in evolving American Express’ servicing strategy
  • Providing extraordinary customer care by responding to questions raised via phone & chat concerning accounts in a fast paced, structured environment
  • Support Customer First philosophy by ensuring professional handling of customer requests
  • Supporting Customers with transactions and funds inquiries
  • Troubleshoot customer problems and determine how to resolve those problems
  • Adhere to all regulatory and compliance guidelines
  • Served as engagement ambassador to drive successful engagement events for hybrid and virtual colleagues
  • Collaborating with different lines of business to pinpoint performance gaps to help improve customer experience while being measured by Valuing Interactions By Evaluating Sentiment results
  • Conducting Vibes coaching to colleagues
  • Leading team huddles and meetings.

New Hire coach

AMERICAN EXPRESS
  • New Hire coach for two classes and crafting comprehensive training materials to assist account holders in Rewards Checking, High Yield Saving and Business Checking
  • Conducting on-the-job coaching
  • Measuring the effectiveness of training sessions and preparing individual or team progress reports
  • Creating and managing the training budget
  • Ensuring employees keep up their productivity and maintain high levels of customer satisfaction
  • Teaching new agents how to use the company’s computer software or other equipment they will use in their jobs
  • Coaching and motivating agents who are having difficulty with their work or personal lives
  • Overseeing the progress of agents’ individual goals and objectives, including sales quotas
  • Conducting training classes in topics such as effective communication skills or conflict resolution skills
  • Cultivated meaningful customer relationships through a consultative approach, demonstrating an acute understanding of their current and future needs, consistently achieving first-contact resolutions, and skillfully negotiating positive outcomes for both customers and American Express
  • Demonstrated adept multitasking abilities by delivering first-call resolutions to account holders over the phone, providing valuable support to teammates in person and through chat.

Personal Banker

Wells Fargo Bank
01.2018 - 05.2021
  • Engage customers in broader financial conversations to uncover their financial needs
  • Develop customer relationships by conducting a follow-up process and building rapport
  • Manage technical exceptions for branch operations
  • Approve and review large transactions and process cash shipment
  • Communicate with manager and team members to segment customers to the appropriate line of business
  • Take initiative to assist team members during high traffic hours
  • Coach bankers on effective customer first engagement and IER trend.

Teller

Wells Fargo Bank
09.2015 - 01.2018
  • Operated a full-service teller window providing effective and efficient customer service
  • Maintained customer relations and cross-sold banks products
  • Conversed with customers to establish and enhance relationships
  • Led monthly team meetings to discuss topics such as diversity and inclusion, customer experience, and segmentation
  • Identified potential fraud/risky accounts and take appropriate action to prevent loss
  • Provide effective organizational, multitasking, and prioritizing skills.

Education

Bachelor of Business Administration in Finance -

Florida Atlantic University
Boca Raton, FL
08.2020

Skills

  • Banking & Investment Products
  • Banking Policies & Procedures
  • Customer First Experience
  • Organizational Skills
  • Communication
  • Risk Management
  • Customer Satisfaction
  • Time Management

Certification

  • Florida Public Notary
  • Medallion Certification
  • Life Insurance & Annuities

Timeline

Banking Customer Care Professional

AMERICAN EXPRESS
01.2022 - Current

Personal Banker

Wells Fargo Bank
01.2018 - 05.2021

Teller

Wells Fargo Bank
09.2015 - 01.2018

New Hire coach

AMERICAN EXPRESS

Bachelor of Business Administration in Finance -

Florida Atlantic University

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Uterson Innocent