William Bray

• Answering, prioritizing, documenting, and responding to all incoming customer (internal and external) support phone calls and emails in a timely manner ensuring customer satisfaction.
• Displaying in-depth troubleshooting skills by interviewing users to gather information about the problem and if possible, leading the user through understanding the policy and procedures to work towards a resolution.
• performing operations and customer support for all Electronic Banking, Treasury Management , ATM/Debit cards programs, new accounts customer support, online account opening,remote deposit services.
• Managing problem support calls through recognition, research, escalation, and follow up.
• Assisting with implementing, updating, and adhering to the CIBM Bank policies and procedures including Retail policy and procedures.
• Assisting with review, testing, and, verification of deposit related software upgrades and/or changes.
• Staying abreast of ban k and regulatory policies and procedures by attending retail meetings, training functions, and outside seminars.
• Assisting in monitoring, preparing, and communicating statistical reports to Retail Management
• Assisting with processing, scanning, filing, and maintaining account documentation, i.e. Signature Cards, IRA documents, etc
• Performing daily review and sign off of cold storage reports , per specific procedures.

• Directed daily operations of the branch, including customer service, human resources, sales and marketing activities.
• Managed staff scheduling, hiring and training processes.
• Reviewed loan applications to ensure accuracy and compliance with regulations.
• Monitored financial performance of the branch on a monthly basis.
• Provided guidance and support to team members regarding problem resolution and customer service issues.
• Maintained up-to-date knowledge of industry trends, competitive landscape and regulatory environment.
• Resolved escalated customer complaints in a timely manner.
• Coordinated promotional campaigns for new products or services in order to boost sales revenue.
• Ensured compliance with established policies, procedures and regulations governing banking operations.
• Assisted other branches when needed during peak periods or special projects.
• Performed regular audits of financial records in order to ensure accuracy.
• Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
• Verified cash by balancing cash drawers and maintaining cash count records.
• Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.

Started as a crew person and transitioned to crew trainer. Later promoted up to shift manager.

• Maintained adequate staffing for shift.
• Training all crew on policies and procedures
• Making sure all food safety and sanitation standards were followed.
• Increased profitability by keeping labor costs below 20% and food costs as low as possible.
• Maintain Safe and cash drawer accuracy.
• Making sure bank deposits completed in a safe and timely manner.
• Promoting excellence in customer service and accuracy with orders.
• Handling customer complaints in courteous and professional manner.