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Analyst position where I can utilize mysolid analytical skills and
high work ethic tomanage detailed work plansand help produce
current state and future state analysis deliverables
c Campbell County Comprehensive High School
High School Diploma ±April 2000
Efficient in working with Microsoft Word, Excel, Access, Power Point,
SunTrust Banks, Inc. E-Services Systems, Channel Link
c
December 2006 í May 2010 SUN TRUST BANK CALL CENTER, Cookeville, TN
Online Banking Customer Service Representative
Took inbound calls from SunTrust current and perspective customers as
well as from SunTrust employees from other departments, related to
SunTrust Online, Mobile and PC banking experiences
Assisted clients with the basic account or policy and procedure inquiries
Routinely analyzed current client relationships with the bank and advised
on other SunTrust products that may be beneficial for them
Performed outbound calls to other departments to help resolve client
problems
Resolved client escalated issues referred to me by managers or teammates,
which required further research or analysis toprovidea better client
experience and to achieve clients¶ satisfaction with the bank
Strengthened new hires in On the Job Training Program by acting as their
mentor, explaining SunTrust products and systems in connection with an
exact situation; taught them how to analyze client problems in order for
them to resolve each situation efficiently
Inspired teammates to reach their monthly goals through mentoring by
providing better solutions for their daily working routineand navigation
between SunTrust systems.
Analyzedteammate¶s personal style on the phone and advised them on the
points that may be changed or altered in order to achieve higher client
experience and satisfaction.