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Tessa's Resume Executive II
- 1. TESSA MILLERICK 1345 Triple Oak Way,Fulton, CA95439| (H) (707) 889-4516|tessa.millerick@hotmail.com Professional Summary I am a friendly and enthusiastic individual with eight years of specialization in the banking industry with an ability to learn new tasks quickly. In my career, I have become proficient in growing key customer relationships and represent my employer with a friendly, professional demeanor at all times. Skills Customer Service Ability to multi-task and perform several Some Spanish-speaking/writing ability duties in a fast-paced environment Attention to detail, time management and Complex Problem Solving organization Operations Monitoring Experience Assistant Banking Center Manager 11/2014 to Present Bank of America – Novato, CA Provide oversight on all operational activities including transaction accuracy and execution of operational leadership tasks Assist the manager with resource management, operational excellence, managing partnerships, associate development and proficiency, and building and retaining customer relationships Ensure customers are connected to the best financial resources to help them achieve their financial goals Maintain the highest level of customer service in all actions and interactions Leverage available resources and technologies (tablets, bank by appointment, etc.) to optimize the customer experience and serve our customers with operational excellence and accuracy Coach associates to be efficient and in compliance with established policies and procedures in customer service, operational procedures, transaction accuracy and customer engagement Assist associates in handling more complex transactions and resolving issues that
- 2. require an in-depth understanding of regulatory compliance and policy and procedural knowledge Identify risks, prioritize areas of focus, educate associates on avoiding risks and create action plans to correct issues Ensure associate and customer safety Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals. Teller Operations Specialist 09/2012 to 11/2014 Bank of America – Santa Rosa, CA Motivate banking center employees to better meet customer service and delight goals Coach and train the teller team to process transactions accurately, efficiently within established policies and procedures Assist tellers by using in-depth policy and procedure knowledge to handle more complex transactions and issues Maintain the highest level of customer service standards while consistently delighting customers and exceeding expectations Ensure banking center compliance is within federal regulations Work closely and provide input to the Banking Center Manager and Assistant Manager to continually improve banking center performance Create workforce stability by cultivating an engaged, spirited and well-coached team Process transactions accurately and efficiently to build customer confidence and trust, based on established policies and procedures Effectively lead team to performance goals Assist customers with inquires and/or problem resolution Identify opportunities to enhance customer financial needs, goals and objectives Lead as a supervisor Act as Reserve Cash Custodian in sole control of vault Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals. Teller 05/2012 to 09/2012 Bank of America – Santa Rosa, CA Work within established policies, procedures and guidelines Identify customer needs and refer financial products and services Delight customers and deliver exceptional customer service with a positive attitude Build customer loyalty and establish customer relationships through courtesy and professionalism Contribute to a positive team environment in the banking center through teamwork, team
- 3. spirit and coaching Process transactions accurately and efficiently in a fast paced environment Teller Operations Specialist 12/2010 to 05/2012 Bank of America – Sebastopol, CA Motivate banking center employees to better meet customer service and delight goals Coach and train the teller team to process transactions accurately, efficiently within established policies and procedures Assist teller associates by using in-depth policy and procedure knowledge to handle more complex transactions and issues Maintain the highest level of customer service standards while consistently delighting customers and exceeding expectations Ensure banking center compliance is within federal regulations Work closely and provide input to the Banking Center Manager and Assistant Manager to continually improve banking center performance Create workforce stability by cultivating an engaged, spirited and well-coached team Process transactions accurately and efficiently to build customer confidence and trust, based on established policies and procedures Effectively lead team to performance goals Assist customers with inquires and/or problem resolution Identify opportunities to enhance customer financial needs, goals and objectives Lead as a supervisor Act as Reserve Cash Custodian in sole control of vault Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals. Sales and Service Specialist 10/2007 to 12/2010 Bank of America – Healdsburg, CA Your Service Your Choice" Champion-Introduce customers to many convenient solutions for banking Problem Resolution Champion-ensure customers' problems are taken care of in a timely manner Lead as a Supervisor Coach tellers in processing complex transactions accurately within established policies and procedures Service ATMS Open and assist with new accounts Act on backup team when Reserve Cash Custodian not present (count/balance vault, complete incoming and outgoing cash shipment processing)
- 4. Ensure all new account signature cards and documentation are uploaded correctly Review Teller Balancing Reports, Cashier check inventory, and Problem Resolution Program daily Review operations documentation for errors Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals. Teller 11/2006 to 10/2007 Bank of America – Healdsburg, CA Work within established policies, procedures and guidelines Identify customer needs and refer financial products and services Delight customers and deliver exceptional customer service with a positive attitude Build customer loyalty and establish customer relationships through courtesy and professionalism Contribute to a positive team environment in the banking center through teamwork, team spirit and coaching Process transactions accurately and efficiently in a fast paced environment Education High School Diploma: Healdsburg High School - August 2003-June 2007 Achievements • Reward for being one of the top two tellers in my branch in 2007 • Consistently being one of the top referring associates • Successful "Your Service Your Choice" Champion • Consistently providing excellent customer service and retaining customer relationships with the bank • Driving tellers to meet their referral goals in order to provide solutions to our customers