Lea Ann Armstrong
Paducah
Summary
Dedicated Client Relationship Consultant with a proven record in enhancing client engagement and developing innovative strategies. Skilled in problem-solving, team leadership, and attention to detail, driving significant business growth and client satisfaction.
Overview
27
27
years of professional experience
Work History
Client Relationship Consultant
US Bank National Association
Paducah, KY
03.2024 - Current
- Manage project timelines effectively, ensuring alignment with client expectations and organizational goals.
- Evaluate client needs and expectations, establishing clear goals for each client's specific financial needs.
- Enhance communication among team members to foster collaborative and supportive work environment.
- Develop innovative strategies for clients, resulting in increased revenue and business growth.
- Basic teller functions such as cash handling, client transactions, vault cash ordering and shipping.
- Open new deposit accounts, HELOCs, personal loans, and credit cards.
Client Coach
Advanced Global MSP Coaching
Portland, ME
02.2020 - 02.2024
- Developed and delivered training programs for client onboarding and product utilization.
- Facilitated workshops to enhance client engagement and improve service understanding.
- Collaborated with cross-functional teams to tailor training materials based on client feedback.
- Analyzed training effectiveness through assessments, adjusting content for improved outcomes.
- Established best practices for client training delivery, enhancing overall satisfaction rates.
- Implemented new training technologies to streamline processes and increase efficiency.
Teller
Community Financial Services Bank
Calvert City, KY
08.2017 - 07.2021
- Processed customer transactions efficiently, ensuring adherence to bank policies and procedures.
- Assisted customers with account inquiries, providing accurate information and resolving issues promptly.
- Balanced cash drawer daily, maintaining accuracy in financial reporting and minimizing discrepancies.
- Promoted bank products and services, enhancing customer engagement and satisfaction levels.
- Trained new tellers on operational procedures and best practices for exceptional service delivery.
- Collaborated with management to develop strategies for increasing branch efficiency and performance metrics.
- Mentored junior staff in customer service excellence, fostering a culture of teamwork and support.
IT Service Manager
SmartPath Technologies
Calvert City, KY
04.2008 - 03.2017
- Led IT service delivery to ensure alignment with organizational objectives and user needs.
- Managed incident resolution processes, enhancing customer satisfaction and response times.
- Developed and implemented IT service management frameworks to optimize service efficiency.
- Mentored junior staff, fostering a culture of continuous improvement in service processes.
- Analyzed performance metrics to identify areas for enhancement in IT service delivery.
- Oversaw vendor relationships, negotiating contracts to achieve favorable terms and conditions.
- Continuously evaluated emerging trends in IT service management, staying abreast of industry advancements to maintain a competitive edge in delivering superior services.
Teller
Paducah Bank
Paducah, KY
02.2003 - 03.2008
- 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.
- Processed customer transactions promptly, minimizing wait times.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- 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.
Teller Supervisor
US Bank National Association
Paducah, KY
12.1998 - 02.2003
- Supervised daily operations, ensuring compliance with banking regulations and company policies.
- Trained and mentored team members on customer service excellence and operational procedures.
- Coordinated workflow to optimize efficiency, reducing transaction times for customers.
- Developed and implemented strategies for enhancing customer satisfaction and retention rates.
- Monitored performance metrics to identify areas for process improvement within the branch.
- Conducted regular audits to ensure accuracy of cash handling and reporting practices.
- Led team meetings to communicate updates, align goals, and drive overall branch performance.
- Managed teller schedules, ensuring adequate staffing levels during peak business hours.
- Oversaw staff training initiatives, ensuring all tellers were knowledgeable about products, services, and operational procedures.
- Counted cash drawers and made bank deposits.
- Maintained strong knowledge of bank products, services, procedures and regulatory requirements to assist staff members with questions and difficult or complex tasks.
- Provided exceptional customer service during high-volume periods, demonstrating professionalism under pressure.
- Collaborated with management to establish branch goals, developing strategies to achieve them.
- Maintained compliance with all regulatory requirements, regularly reviewing policies and procedures.
Education
Associate of Science - General
Paducah Community College
Paducah, KY05-2001
Skills
- Problem-solving
- Attention to detail
- Team leadership & development
- Client relationships
- Integrity and honesty
- MS office
- Analytical thinking
- Issue resolution
- Customer relationship management
- Public speaking
- Time management
- Client engagement
- Work Planning and Prioritization
- Client rapport
- Best practices implementation
- Cultural awareness
Timeline
Client Relationship Consultant
US Bank National Association
03.2024 - Current
Client Coach
Advanced Global MSP Coaching
02.2020 - 02.2024
Teller
Community Financial Services Bank
08.2017 - 07.2021
IT Service Manager
SmartPath Technologies
04.2008 - 03.2017
Teller
Paducah Bank
02.2003 - 03.2008
Teller Supervisor
US Bank National Association
12.1998 - 02.2003
Associate of Science - General
Paducah Community College