Erin Brake
Auburn,IL
Summary
Organized and dedicated individual with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision making skills to manage multiple, concurrent tasks. Self-motivated work ethic with ability to perform effectively in independent or team environments.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Freedom Chevrolet
2022.04 - 2023.12
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Recommended products to customers, thoroughly explaining details.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Responded to customer requests for products, services and company information.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Executed billing tasks and recorded information in company databases.
Universal Banker III
Town And Country Bank
2020.12 - 2022.04
- Produced and executed loan packages.
- Set risk management policies to mitigate bank losses.
- Checked accounts for fraud and provided law enforcement with relevant details.
- Consulted on business packages and made personalized recommendations.
- Trained and mentored junior banking staff to maximize performance, efficiency and compliance.
- Cashed checks, accepted deposits and withdrawals within assigned limits and calculated daily transactions using computers, calculators or adding machines.
- Opened checking, savings, money market and certificates of deposit accounts and ordered checks, debit cards and furnished online banking details to facilitate new transactions.
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products and services.
- Upheld stringent bank standards for loans, money handling and legal considerations.
- Represented bank at community events to establish strong ties and promote business.
Personal Banker
Bank Of Springfield
2018.10 - 2020.12
- Established new accounts for high net worth individuals and serviced existing accounts to maximize revenue
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services
- Provide advice and guidance on a variety of policies in accordance with federal regulations
- Review and ensure comprehensiveness and accurate forwarding of Currency Transaction Reports (CTRs)
- Ensure teller drawers and daily transactions are accurate on a daily basis
- Maintain historical files on vault balancing and identify any discrepancies
- Balanced cash drawers and vault accounts on daily basis with zero discrepancies
- Maximized revenue through improved sales techniques and branch productivity
- Built client rapport to ensure consistent satisfaction and loyalty
- Provide details and interpretations to clients on Federal Deposit Insurance Corporation (FDIC)
- Promoted all financial products by maintaining excellent service offering knowledge
- Worked closely with management to improve sales techniques to increase branch production and customer service
- Conducted detailed financial reviews for business clients to sell appropriate products to fit clients needs
- Created innovative financial solutions to meet customer needs and provide competitive edge
- Expanded client base by promoting new financial products
- Responded to countless basic inquires per day regarding procedures, policies, check verification, deposits, stop payments, balances and lost and stolen credit cards
- Increased teller efficiency by developing and implementing improved service methods
Teller
United Community Financial Corp.
2017.06 - 2018.10
- Rapidly and efficiently prepared customer and ATM cash and change orders
- Promoted products or services to each customer to consistently achieve sales targets
- Checked amount details and fraud markers for transaction papers such as checks and money orders
- Created member account profiles on organization's online banking program
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services
- Coordinated daily cash reconciliation in high-volume location
- Provided high level of customer service through friendly approach, strong professionalism and timely assistance with customer transactions
- Processed quarterly vault and ATM audits with zero error rate
- Answered telephone inquiries on banking products including checking, savings, loans and lines of credit
- Maintained teller drawer to perform bank transactions
- Organized, stocked and maintained teller window area
- Completed comprehensive tasks by implementing customer service initiatives, audit and restock ATMs and keep records on accounts
- Served approximately 100 customers each shift, remaining composed and professional even in high-stress situations
Customer Service Representative
Henson Robinson Zoo
2011.03 - 2016.12
- Responded to customer requests for products, services and company information
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes
- Answered customer telephone calls promptly to avoid on-hold wait times
- Cultivated customer loyalty, promoted repeat customers and improved sales
- Communicated with vendors regarding back order availability, future inventory and special orders
- Educated customers on promotions to enhance sales
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Sales Associate
Scheels
2014.04 - 2016.05
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise
- Analyzed and properly processed product returns, assisting customers with finding alternative merchandise to meet needs
- Maintained organized, presentable merchandise to drive continuous sales
- Worked alongside retail representatives to boost sales by enhancing product presentations and advertising collateral
- Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue
- Answered customer questions regarding sizing and accessories and explained how to properly care for merchandise
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations
Education
Criminal Justice
University of Illinois At Springfield
Springfield, ILAssociate of Arts - Business Administration And Management
Lincoln Land Community College
Springfield, ILHigh School Diploma -
Glenwood High School
Chatham, IL06.2012
Skills
- Financial advisement
- Financial product knowledge
- Financial services
- Portfolio assessment
- Relationship building and management
- Creative problem solving
- Credit card processing
- Sale expertise
- Key control experience
- Point of Sale (POS) systems
- Office Management
- Data entry
- Detail-oriented
- Customer relations
Certification
Certified School Paraprofessional
Notary Public
NMLS
Accomplishments
- Promoted to Key Holder after only four months of employment
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans
- Mentored and taught foreign exchange students in the classroom as a paraprofessional in the Ball Chatham School District
- ESL Literacy - Increased ESL students' reading levels by integrating online word games and altering lesson plans for students needing extra guidance
- Student Mentor - Volunteered as temporary student guidance counselor to help resolve student personal issues
- Published in a poetry book in elementary school with a self written poem titled I Want To which focused on cancer patients wishing they could see the outside world and experience the seasons outside each year. Instead of a view from a window in a hospital bed
- Volunteered countless hours with Titan Fuel in Chatham- providing food for under privileged and poverty lined students in the Ball Chatham School District and surrounding communities
- Conducted and created an anti- bullying survey to help eliminate and target the cause of bullying in local school districts and presented as the findings at teaching conference with educators from the entire state of Illinois
Timeline
Customer Service Representative
Freedom Chevrolet
2022.04 - 2023.12
Universal Banker III
Town And Country Bank
2020.12 - 2022.04
Personal Banker
Bank Of Springfield
2018.10 - 2020.12
Teller
United Community Financial Corp.
2017.06 - 2018.10
Sales Associate
Scheels
2014.04 - 2016.05
Customer Service Representative
Henson Robinson Zoo
2011.03 - 2016.12
Criminal Justice
University of Illinois At Springfield
Associate of Arts - Business Administration And Management
Lincoln Land Community College
High School Diploma -
Glenwood High School
Certified School Paraprofessional
Notary Public
NMLS
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