Yvette Hendricks

• Maintained strict compliance with all banking regulations, ensuring a secure and trustworthy environment for clients.
• Investigated customer inquiries and resolved discrepancies in helpful and timely manner.
• Developed and maintained strong customer relationships, providing exceptional service and advice.
• Educated customers on features and benefits of banking products and services.
• Enhanced bank profitability by effectively cross-selling various financial products and services.
• Collaborated with team members to consistently meet or exceed branch sales targets and objectives.
• Opened, closed, and updated accounts for customers.
• Strengthened customer relationships through attentive service and prompt resolution of inquiries.
• Monitored account activity and identified suspicious transactions, taking appropriate action to prevent fraud.
• Delivered exceptional customer service, addressing concerns promptly and professionally to ensure client satisfaction.
• Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
• Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
• Increased client satisfaction by providing tailored financial advice and personalized banking solutions.
• Educated customers on online banking and mobile banking applications.
• Assisted customers with banking needs and inquiries.
• Established rapport with new clients to increase satisfaction and loyalty.
• Cross-sold credit cards, loans and other bank products.
• Strengthened customer relationships by organizing financial planning workshops, leading to increased loyalty and account retention.

• Maintained strict compliance with all banking regulations, ensuring a secure and trustworthy environment for clients.
• Investigated customer inquiries and resolved discrepancies in helpful and timely manner.
• Developed and maintained strong customer relationships, providing exceptional service and advice.
• Educated customers on features and benefits of banking products and services.
• Monitored account activity and identified suspicious transactions, taking appropriate action to prevent fraud.
• Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
• Opened, closed, and updated accounts for customers.
• Strengthened customer relationships through attentive service and prompt resolution of inquiries.
• Delivered exceptional customer service, addressing concerns promptly and professionally to ensure client satisfaction.
• Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
• Maintained friendly and professional customer interactions.
• Handled various accounting transactions.
• Assisted customers with banking needs and inquiries.
• Cross-sold credit cards, loans and other bank products.
• Educated customers on online banking and mobile banking applications.
• Visited companies and presented to obtain bulk accounts

• Maintained strict compliance with all banking regulations, ensuring a secure and trustworthy environment for clients.
• Investigated customer inquiries and resolved discrepancies in helpful and timely manner.
• Developed and maintained strong customer relationships, providing exceptional service and advice.
• Educated customers on features and benefits of banking products and services.

To meet weekly targets and monthly budgets

To sell correct product to correct customers

Build Relationships with clients

Maintaining Portfolio ( Prestige Market)

Service our customers with service queries

• Supported organizational goals by facilitating the exchange of information among team members and departments.
• Maintained an open line of communication with clients, ensuring satisfaction and addressing any concerns promptly.
• Developed strong working relationships with external partners, strengthening collaboration on joint initiatives.
• Contributed positively to company culture by actively participating in employee engagement initiatives.
• Managed conflict resolution, ensuring positive outcomes for all parties involved in disputes or disagreements.
• Coordinated efforts between teams to achieve project objectives within tight deadlines.
• Increased overall productivity by implementing efficient workflow processes that reduced redundancies within the organization.
• Established effective communication channels by collaborating with various departments and stakeholders.
• Delivered comprehensive reports summarizing project progress, challenges faced, and potential solutions in a timely manner .
• Facilitated negotiations between internal departments and external partners to reach mutually beneficial agreements.
• Enhanced interdepartmental cooperation through regular meetings, information sharing, and joint projects.
• Conducted thorough research to support decision-making processes and policy development.
• Fostered relationships with key stakeholders to support organization's strategic objectives.
• Gathered, organized and input information into digital database.

• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
• Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
• Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
• Managed conflict resolution among team members, fostering a positive and collaborative work environment.
• Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
• Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
• Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
• Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
• Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
• Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
• Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
• Assisted in recruitment to build team of top performers.
• Facilitated decision-making processes within group through open dialogue and consensus-building techniques.
• Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
• Fostered positive work environment, resulting in decreased employee turnover and increased team cohesion.
• Motivated team members to surpass their targets, recognizing and rewarding their achievements.
• Implemented comprehensive reporting system to track team performance and identify areas for improvement.
• Facilitated culture of continuous improvement, encouraging feedback and innovative solutions from all team members.
• Coordinated cross-departmental meetings to streamline project execution, fostering collaborative work environment.
• Organized professional development workshops, contributing to ongoing growth and expertise of team.
• Enhanced team productivity by implementing efficient task delegation and regular performance evaluations.
• Enhanced communication strategies, ensuring clear and timely information exchange within team and with clients.

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Maintained accurate records of customer interactions, documenting details for future reference and quality assurance purposes.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
• Boosted client retention rates by providing exceptional customer service and building rapport with callers.
• Adapted communication style to meet diverse customer needs, creating positive experiences for all callers.
• Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
• Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
• Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
• Addressed customer account discrepancies and concerns.
• Exceeded daily call center metrics, consistently maintaining a high level of productivity and customer satisfaction.
• Collaborated with team members to share best practices, resulting in improved overall department performance.
• Balanced competing priorities under pressure without compromising the quality of service provided.
• Developed expert knowledge of company products and services to provide accurate information to customers.
• Reduced average handle time with thorough product knowledge and quick problem-solving capabilities.
• Resolved customer issues promptly, ensuring satisfaction and loyalty.
• Delivered prompt service to prioritize customer needs.
• Met customer call guidelines for service levels, handle time and productivity.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Promptly responded to inquiries and requests from prospective customers.
• Enhanced productivity levels by anticipating needs and delivering outstanding support.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Investigated and resolved customer inquiries and complaints quickly.
• Increased efficiency and team productivity by promoting operational best practices.
• Responded proactively and positively to rapid change.
• Maintained up-to-date knowledge of product and service changes.
• Trained staff on operating procedures and company services.

• Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
• Provided exceptional service by actively listening to customer concerns and offering tailored solutions.
• Adhered to company policies and guidelines while providing timely responses to customer requests or complaints.
• Utilized CRM systems effectively to track customer information and ensure smooth communication among departments as needed.
• Streamlined processes by suggesting improvements in call handling procedures, resulting in increased efficiency.
• Improved customer satisfaction levels by promptly addressing inquiries and resolving issues.
• Displayed excellent communication skills in assisting diverse clientele with various needs and preferences.
• Investigated and resolved customer inquiries and complaints quickly.
• Identified and resolved discrepancies and errors in customer accounts.

• Excelled in working independently as well as collaborating with teams, utilizing strong multitasking skills to manage competing priorities.
• Maintained strict confidentiality while handling sensitive client information and records.
• Corrected data entry errors to prevent duplication or data degradation.
• Verified accuracy and validity of data entered in databases
• Entered client information into databases quickly and with minimal errors.
• Obtained scanned records and uploaded into database.
• Scanned documents and saved in database to keep records of essential organizational information.
• Provided exceptional customer service when responding to inquiries related to captured data or other relevant issues.
• Reduced manual input errors with thorough proofreading and attention to detail in all data entries.
• Maintained files, records, and chronologies of entry activities.
• Collaborated with team members to complete large-scale data capture projects on time and within budget constraints.
• Kept optimal quality levels to prevent critical errors and support team performance targets.
• Created spreadsheets for more efficient recordkeeping.
• Followed data entry protocols, rules and regulations.
• Updated and maintained customer information, documents and records.
• Supported company growth by consistently meeting or exceeding daily data entry quotas.

• Processed customer transactions promptly, minimizing wait times.
• Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
• Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
• Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.
• Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
• Improved customer satisfaction by providing efficient and accurate transaction processing.
• Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
• Assisted customers with account inquiries, resolving issues promptly and professionally.
• Maintained accurate records of customer transactions in line with bank procedures.
• Disbursed cash and checks accurately while maintaining security of cash drawers.
• Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
• Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
• Supported team members in achieving branch goals through collaboration, communication, and shared responsibilities.
• Handled various accounting transactions.
• Established rapport with new clients to increase satisfaction and loyalty.
• Calculated fees due, interest and change for customer transactions.
• Performed account maintenance by closing out accounts and changing customer addresses.