Education

Education
Aug 1999 - Jun 2004

Bachelor of Science and Business Administration

University of Hartford

Work History

Work History
Apr 2014 - Present

TOP Customer Outreach Agent

Citizens Bank

Conduct Outbound Initiatives to existing customers to better understand their current financial needs and enhance their banking relationship to meet those needs

  • Has become a recognized top performer leading the team in overall sales continuously exceeding monthly expectations in production and adherence goals.
  • Engages with the executive leadership and third party vendors to implement pilot initiatives enhancing the customer experience throughout the contact center.

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Apr 2011 - Mar 2014

Personal Banker

Citizens Bank

Provides quality customer service and sales through knowledge of Retail and Commercial banking products, policies and procedures. Ability to recognize customer’s banking needs and satisfy those needs through the selling of retail banking products. Assists in the daily functions of operations to the branch including teller functions.

  • NMLS Certified - ID Number 805782 

  • Recognized as region's top performer in sales achieving a goal of over $10,000,000.00 in production volume during my duration in the branch.
  • Developed and innovated lead generation strategies increasing the customer satisfaction level amongst the branch customers by 15%.

Nov 2004 - Jun 2011

Consumer Direct Universal Agent

Citizens Bank

Responsible for fielding inbound calls, answering questions, providing an unmatched customer experience, and handling customer concerns through one call resolution.  Assure speedy resolution of issues utilizing all available channels by utilizing a variety of tools to quickly service the account and educate customers helping them make well-informed decisions essential to utilizing the service and products the bank offers. 

  • Extensively trained in change management, supporting leadership in the transition of a phone bank to a contact center.

  • Educated by third party consultants on utilization of Key Performance Indicators implementing them into pilot initiatives to drive generation of revenue within the contact center.

Portfolio

Skills

Skills

Leadership

Setting an example as top performer has enabled me to better understand my colleagues needs and characteristics allowing me to coach and mentor them on best practices allowing them to become better agents.  Also knowing and understanding the departments resources and evaluating those resources has allowed me to be recognized by executive leadership as the point of contact for the department allowing me to represent them during critical times where decision are ultimately made.

Sales

Identifying with the customer specific situation and educate them on possible solutions has enabled me to instantly build an ever lasting rapport with the customer.

Customer Service

Utilization of empathy and understanding of the specific individual's needs combined with effective listening and communication skills has allowed me to separate myself from my colleagues and become top performer in each business function I have operated in.

Certifications

Certifications

Business Analyst Certificate Program

Bryant University
As an Endorsed Education Provider (EEP ™ )* with the IIBA®, the program is designed to cover the IIBA's Body of Knowledge (BABOK®) and relate these concepts to the real-world application of business analysis.