AL BA

Lead and support training initiatives for Customer Service Representatives, developing employee capability in systems, processes, service standards, sales techniques, and issue resolution. Achieved Top 3 performance in proactive customer engagement and follow-up activities.

Managed daily customer inquiries, transactions, and service issues in a fast-paced operating environment. Supported customer engagement, follow-up, sales, and operational initiatives while maintaining accurate records.

Analyzed market trends to support product assortment and pricing decisions. Collaborated with vendors and internal stakeholders to support timely product delivery and quality standards.

Administered end-to-end new-hire onboarding, serving as a direct point of contact and coordinating required documentation and processes. Maintained 100% compliance in tracking, verifying, and securing required onboarding documentation, including Form I-9.

Resolved 95% of customer issues on first contact while supporting routine banking needs. Managed personal, business, and escrow accounts with attention to accuracy, confidentiality, and service quality.

Supervised 10-15 employees and coached teams toward weekly performance goals through structured meetings and development. Served as project coordinator for a company-wide Zelle EFT software rollout, including classroom setup and presentation of training materials.

Pursuing a Bachelor of Science in Business Administration with an expected graduation in February 2027.

Earned an Associate Degree in Business Administration Management in January 2019.