SHELLY KING
RED BOILING SPRINGS
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
13
13
years of professional experience
Work History
CSR
CITIZENS BANK OF LAFAYETTE
11.2023 - Current
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Identified and resolved discrepancies and errors in customer accounts.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
TELLER
First Horizon Bank
11.2021 - 11.2023
- 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.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- 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.
- Improved customer satisfaction by providing efficient and accurate transaction processing.
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
- Contributed to a positive work environment by demonstrating professionalism, courteousness, and a strong work ethic.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Educated customers on use of banking website and mobile apps.
- Streamlined teller operations by maintaining organized workspaces and adhering to policies and procedures.
- Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.
- Monitored and reported suspicious activity in line with bank security policies.
- Maintained accurate records of customer transactions in line with bank procedures.
- Provided training to new tellers on bank procedures, systems, and customer service best practices.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Collaborated effectively with other departments as needed to resolve outstanding issues or complete complex tasks for customers.
- Assisted customers in understanding banking products, leading to increased uptake of services.
- Boosted cross-selling of bank products by identifying customer needs during transactions.
- Assisted customers with banking needs and inquiries.
- Performed account maintenance by closing out accounts and changing customer addresses.
MANAGER
RBS WINE AND LIQUOR
01.2012 - 11.2021
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Controlled costs to keep business operating within budget and increase profits.
- Cross-trained existing employees to maximize team agility and performance.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
Education
High School Diploma -
CHRISTIAN LIGHTHOUSE ACADEMY
Lafayette, TN07-2011
Skills
- Call center experience
- Customer focus
- Complaint handling
- Active listening
- Critical thinking
- Microsoft outlook
- Computer proficiency
- Customer relations
- Client relations
- Microsoft Office Suite
- De-escalation techniques
- Customer education
- Account updating
- Key holder experience
- Retail store support
- Complaint resolution
Timeline
CSR
CITIZENS BANK OF LAFAYETTE
11.2023 - Current
TELLER
First Horizon Bank
11.2021 - 11.2023
MANAGER
RBS WINE AND LIQUOR
01.2012 - 11.2021
High School Diploma -
CHRISTIAN LIGHTHOUSE ACADEMY
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