Vonnique Harvey-Williams
Panama City,FL
Summary
Highly motivated professional with years of experience as a resourceful merchant services and bank trainer. Comprehensive background in the banking industry, supporting daily operations and managing a retail bank. Expertise in training, educating, and selling Merchant Services. Published fiction author and motivational speaker. Solid understanding of the Mortgage and Real Estate Industry, with completed courses and an AAS in Legal Assisting.
Overview
20
20
years of professional experience
Work History
Merchant Customer Service Representative
Transaction Services (TRX)
11.2022 - Current
- Assisting business with credit card transactions and troubleshooting equipment while providing customer service
- Performing application QA for approved Merchant accounts to ensure pricing and documentation are correct after account on boarding
- Enhanced customer satisfaction by providing exceptional service and product knowledge.
- Performed regular competitor analysis to stay informed about industry trends and adjust strategies accordingly.
- Utilized excellent communication skills to resolve customer complaints promptly and professionally.
- Responded to customer requests for products, services, and company information.
Merchant Service Representative & Trainer
TowneBank
02.2018 - 11.2022
- Provide Tier 1 support to new and existing members including transaction and batch questions, settlement and ACH questions, statement reviews, troubleshooting merchant equipment, and account balancing
- Provide merchant documentation to processor including research requests, cost analysis and bid requests, equipment orders, coding requests, and account maintenance forms
- Process tickets, forms, and applications
- Download and reprogram merchant terminals and provide on-site installation and training
- Assist members with enrollment on client portal(s), reset passwords, and answer general questions on functionality of the portals
- Maintain an understanding of the software and equipment members are using
- Serve as liaison between member and vendors as necessary
- Monitor the Merchant Support emails inbox and respond accordingly and promptly
- Track tickets and member interactions; recording details of inquiries, issues, complaints, and comments, as well as actions taken
- Utilize CRM Sales Force
- Training new hires
- Mentored junior team members, fostering a culture of continuous improvement and professional growth within the organization.
- Enhanced customer satisfaction by providing exceptional service and product knowledge.
- Performed regular competitor analysis to stay informed about industry trends and adjust strategies accordingly.
- Utilized excellent communication skills to resolve customer complaints promptly and professionally.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Built relationships with customers and community to establish long-term business growth.
- Managed accounts to retain existing relationships and grow share of business.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
Independent Administrator Contractor
SELF EMPLOYED
08.2016 - 02.2020
- Assisting in managing the daily operation of a real estate office to include property listing input, marketing for agents and there property using online tools such as mail chimp, facebook, twitter, hosting open houses
- Establishing and enforcing marketing ideas for the purpose of recruiting future Agents
- Cold calling homeowners for the purpose of selling and renting out their current dwelling
- Hosting first time home buyers seminars
- Coordinated company events and meetings to foster teamwork and boost employee morale.
Branch Banker IV
BB&T
12.2015 - 08.2016
- New accounts, loan applications, refer customers to specialized bankers, such as Business Bankers and Mortgage Originators, to ensure the needs of the customer are met
- Educate customers on automated service options available including ATMs, Internet Banking, etc
- Service and sell personal and business products and services
- Assist in sales campaigns within the branch, and act as a resource for systems or report expertise
- Optimized branch performance by analyzing key metrics and implementing targeted action plans.
- Delivered exceptional service through effective communication skills, empathy towards clients'' needs, problem-solving abilities, and attention to detail in daily tasks.
Merchant Services Representative
BB&T
10.2013 - 12.2015
- Review and analyze current merchant statements
- Educate clients on updated policies in the industry
- Deliver pricing proposal and establishing new merchant relationship through referrals, cold calls and face to face contacts
- Conduct and educate Business Bankers, Bank Employees and Business about the credit card industry
- Utilize Sales Force as CRM
- Increased revenue generation by upselling appropriate products and services to existing clientele.
- Developed tailored recommendations for merchants based on detailed analysis of their business needs and goals.
- Managed high-volume portfolios, effectively balancing workload while maintaining strong client relationships.
- Enhanced customer satisfaction by promptly addressing and resolving merchant inquiries and concerns.
- Evaluated creditworthiness of prospective clients through diligent review of financial statements and credit reports.
- Assisted merchants in selecting optimal payment solutions, resulting in increased sales volume.
- Served as a liaison between technical support departments and merchants during system updates or troubleshooting incidents.
Teller Manager /Financial Service Representative
SunTrust Bank
11.2005 - 10.2012
- Open new accounts, take loan applications, and refer customers to specialized bankers, such as Business Bankers and Mortgage Originators, to ensure the needs of the customer are met
- Educate customers on automated service options available including ATMs, Internet Banking, etc
- Service and sell personal and business products and services
- Assist in sales campaigns within the branch, and act as a resource for systems or report expertise
- Achieve expansion and retention goals for key branch relationships and house accounts by demonstrating proactive sales skills and relationship management
- Providing client service through face to face interactions and daily phone calls
- Coaching Tellers in obtaining daily sales and operations goals
- Scheduling Teller's daily routine
- Provide superior client service
- Process client transactions and referring bank products and services
- Daily balancing of cash drawers, ATM, and bank vault
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Processed customer transactions promptly, minimizing wait times.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Improved customer satisfaction by providing efficient and accurate transaction processing.
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
- Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
- Contributed to a positive work environment by demonstrating professionalism, courteousness, and a strong work ethic.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Increased cross-selling opportunities by identifying customer needs and recommending appropriate banking products or services.
- Educated customers on use of banking website and mobile apps.
- Streamlined teller operations by maintaining organized workspaces and adhering to policies and procedures.
- Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.
Teller Manager
Wachovia Bank
09.2004 - 11.2005
- Coaching Tellers in obtaining daily sales and operations goals
- Scheduling Teller's daily routine
- Provide superior client service
- Process client transactions and referring bank products and services
- Daily balancing of cash drawers, ATM, and bank vault
- Fostered a positive work environment by promoting teamwork, collaboration, and open communication among staff members.
- Pursued new retail and commercial account growth to enhance bank's market position.
- Maintained a high level of accuracy in transaction processing through rigorous attention to detail and adherence to established protocols.
- Boosted sales of bank products and services by training tellers in effective cross-selling techniques.
- Evaluated employees' performance and offered recommendations for improvement to enhance operations efficiency.
- Contributed to the achievement of branch sales goals through targeted marketing efforts focused on attracting new customers while retaining existing clientele.
- Performed teller, personal banker and [Type] functions during high-volume business periods to offer expeditious service to customers.
- Prepared detailed reports on branch activities, performance metrics, and other relevant data for presentation to senior management during periodic review meetings.
- Streamlined daily operations by developing and implementing efficient scheduling, task delegation, and performance tracking systems.
- Enhanced the overall customer experience with personalized service tailored to individual needs and preferences.
- Resolved escalated issues with customer transactions to facilitate improved process flow and encourage good customer relations.
- Interviewed and hired teller candidates to promote adequate staff coverage during operating hours.
- Enhanced branch security by implementing strict cash handling procedures and monitoring staff adherence to guidelines.
- Increased employee retention by providing ongoing coaching, feedback, and professional development opportunities for teller staff.
- Improved customer satisfaction by efficiently addressing and resolving account-related inquiries.
- Collaborated with other banking departments to ensure seamless integration of products, services, and customer interactions across all touchpoints.
- Facilitated smooth transitions during periods of change by effectively communicating new processes and expectations to team members.
- Developed succession planning strategies by identifying high-potential employees and providing opportunities for growth within the organization.
- Managed risk exposure by promptly identifying suspicious activities or transactions and reporting them according to established protocols.
- Trained new employees in cash handling procedures, bank policies and [Type] to promote compliance with established standards.
- Ensured a professional and welcoming atmosphere at all times by maintaining a clean, organized workspace and promoting adherence to dress code standards among staff members.
Education
AAS - Legal Assisting
Bryant and Stratton College
Hampton, VASkills
- Customer Support
- CSR
- Call Center
- Customer Service
- Customer Care
- MailChimp
- New hire training
- Relationship Management
- Customer Relationship Management
- Blogging
- Business Development
- Email Marketing
- Social Media Management
- Pricing
- Training & development
- Goal oriented
- Exceptional customer service
- Critical thinking
- Motivational skills
- Public speaking
- Creative problem solving
Additional Information
Experience supporting daily operations and management of a retail bank., Employee scheduling., Provide on-going coaching to other branch team members to ensure consistent delivery of superior client service; compliance with all operational procedures and risk management policies., Drive branch sales results through direction, leadership and execution of desired behaviors and activities by branch staff and contribute through individual sales and relationship management.
Timeline
Merchant Customer Service Representative
Transaction Services (TRX)
11.2022 - Current
Merchant Service Representative & Trainer
TowneBank
02.2018 - 11.2022
Independent Administrator Contractor
SELF EMPLOYED
08.2016 - 02.2020
Branch Banker IV
BB&T
12.2015 - 08.2016
Merchant Services Representative
BB&T
10.2013 - 12.2015
Teller Manager /Financial Service Representative
SunTrust Bank
11.2005 - 10.2012
Teller Manager
Wachovia Bank
09.2004 - 11.2005
AAS - Legal Assisting
Bryant and Stratton College
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