Veronica Pangelinan

• Worked closely with management to strategize sales techniques to increase branch production and customer service.
• Cross-sold bank products and services to meet customer needs and provide options.
• Promoted financial products by maintaining excellent service offering knowledge.
• Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
• Managed deposits, withdrawals, and wire transfers to process smooth banking transactions for clients.
• Utilized customer relationship management software to provide accurate and complete customer service.

In addition to being a financial service representative (FSR Tier-3), I am also a branch coach of Citizens Bank & Trust where I oversee banking operations, team performances, and quality outputs. Responsibilities include:
- Reviewing of ACH reports daily
- Overseeing new account openings/account maintenance
- Advising customers on bank services for their needs (e.g. loans and credit cards)
- CD & IRA processing
- Identifying and informing customers of account status deficiencies and disputed transactions while providing options to resolve
- Reviewing documents for accuracy and legal compliance
- Providing information on financial instruments available as well as services of the bank
- Performing administrative duties (e.g. entering data into banking software)
- Generating referrals and engaging actively to accomplish branch plus individual sales objectives

• Maintained cleanliness and organization of the front desk area.
• Greeted guests at the front desk and engaged in pleasant conversations while managing the check-in process.
• Took reservations over the phone, in person, and via computer for guests and provided confirmation information.
• Used internal software to process reservations, check-ins and check-outs.
• Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.

• Managed the handling of cash and check transactions, including deposits, withdrawals, transfers, issuance of bank checks, and balances, among others
• Answered customer inquiries regarding account balances, transaction history, service charges, and interest rates.
• Processed customer transactions promptly, minimizing wait times.
• Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
• Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.

• Greeted customers entering store and responded promptly to customer needs.
• Built relationships with customers to encourage repeat business.
• Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
• Helped customers complete purchases, locate items, and join reward programs.
• Upsold additional products and services to customers, increasing revenue.

• Determined customer preferences to suggest appropriate cocktails and increase sales.
• Anticipated guest needs and provided proactive service.
• Maintained high levels of bar safety by closely monitoring guests' conditions and discontinuing service or asking patrons to leave.
• Maintained clean and organized bar area.