Susan Russell
Ashland
Summary
Accomplished Banker with 9 years of experience interacting with customers to increase sales and offer services. Seasoned expert at promoting products and offerings, creating new accounts and assisting customers with various requests. Motivated and results-oriented with background increasing new customer accounts and maximizing services among existing customers. Knowledgeable and dedicated customer service professional with extensive experience in call center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Branch Banker
PNC Bank
11.2005 - Current
- Cross-sold wide range of services and products to increase new business and expand existing customer relationships.
- Assisted customers with account opening procedures as well as ongoing maintenance requests such as address changes or periodic account reconciliations.
- Strengthened client relationships, offering tailored financial advice to meet individual needs.
- Delivered exceptional service through effective communication skills, empathy towards clients'' needs, problem-solving abilities, and attention to detail in daily tasks.
- Improved customer satisfaction by providing personalized banking solutions and efficient service.
- Built strong rapport with clients for long-lasting relationships by understanding their financial goals and recommending suitable solutions.
- Identified customer desires and goals through needs-based sales tactics.
- Opened new accounts and made changes to existing accounts.
Call Center Support Specialist
AT&T
04.2005 - 04.2015
- Ensured compliance with all regulatory requirements during daily tasks, maintaining the highest standards of ethical conduct and customer privacy.
- Increased efficiency and team productivity by promoting operational best practices.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Escalated unresolved issues to appropriate departments or management personnel when necessary for expedited resolution.
- Delivered personalized solutions by understanding each caller''s unique situation and adapting responses accordingly.
Education
GED -
Prestonsburg High School
Prestonsburg, KY06-1991
Skills
- Financial product knowledge
- Cash handling proficiency
- Teller Support
- Credit analysis
- Loan Processing
- Debt Counseling
- Financial Planning
- Banking software navigation
- Foreign Exchange Transactions
- Branch operations
- Cash handling and management
- Claims Processing
Certification
PNC-Certified Women's Business advocate
Timeline
Branch Banker
PNC Bank
11.2005 - Current
Call Center Support Specialist
AT&T
04.2005 - 04.2015
GED -
Prestonsburg High School
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