• Primary leadership resource for high volume Call Center team of 17 CSR’s• Accountable for team performance, customer satisfaction, and maintaining high quality service level standards• Develop and sustain staff through monitoring, coaching, counseling, and consistent communication of job expectations• Plan and assign work, appraise performance at mid-year and year-end, recommend annual monetary rewards, and compensation actions• Manage and oversee workforce management, quality measurement, and all operational issues• Recruit positive, intelligent and customer friendly staff

• Consistent delivery of premium customer service in all client interactions• Handle sensitive information including credit card numbers, bank details, and passport information• Demonstrate awareness of global diversity and cultures when engaging with clients• Email and telephone trainer to new hires• Advocate and share the voice of the customer when collaborating with internal and external vendors• Serve as a Booth Ambassador by representing CFA at various conferences and events

• Responsible for assisting new and existing customers with their immediate, short term and long term financial needs through handling transactions, new account openings, maintenance requests, credit request, and appropriate partner referrals• Process and decision loan applications, open Individual Retirement Accounts• Conduct weekly meetings for our office, supervise sales goals of the teller staff• Responsible for quarterly and monthly audits to maintain bank compliance• Received the “Top Personal Banker” award in our region for several quarters

• Responsible for sales of financial products and services to individual customers• Build and deepen relationships with existing and potential customers to achieve sales goals and provide quality customer service• Process and close real estate loans, open deposit accounts, take personal and business loan applications including mortgage loans• Worked as an assistant to manager, including conducting meetings and training other staff members• Top sales person in Central Virginia region for 3 years• Top credit card sales person in region for several quarters• Received multiple Customer Experience Leadership award