Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Sarah Ferrales

Marana

Summary

Dynamic Relationship Banker with a proven track record at Bank of America, excelling in customer satisfaction and complaint handling. I foster strong client relationships and deliver tailored banking solutions, enhancing retention rates through exceptional service and empathetic communication.

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.

Overview

29
29
years of professional experience

Work History

Relationship Banker

Bank of America
01.2002 - Current
  • Achieved excellent customer satisfaction ratings by addressing concerns promptly and professionally, demonstrating empathy throughout interactions.
  • Strengthened client relationships by providing personalized banking solutions and excellent customer service.
  • Maintained up-to-date knowledge of banking products and industry trends to provide expert advice to clients effectively.
  • Assisted customers in achieving financial goals by recommending suitable products and services based on their needs.
  • Resolved customer complaints and disputes to maintain satisfaction and loyalty.
  • Assisted customers with completing required forms for opening and closing bank accounts.
  • Cultivated strong customer relationships by providing tailored advice and services.
  • Facilitated customer transactions, including deposits, withdrawals and transfers.
  • Conducted comprehensive financial reviews for clients, resulting in more informed decision-making and better risk management.
  • Managed multiple customer accounts efficiently, ensuring accurate record-keeping and timely resolution of issues.
  • Fostered a positive working environment by actively participating in team meetings and supporting colleagues in their professional development.
  • Pioneered digital banking tutorial for clients, facilitating shift towards digital platforms.
  • Streamlined account opening processes, reducing wait times and improving overall client experience.
  • Maintained customer records and updated account information.
  • Verified customer identity and reviewed documentation for accuracy.
  • Monitored accuracy of customer information in system.
  • Collected customer information and completed new account forms.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
  • Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
  • Responded to customer requests for products, services, and company information.
  • Answered constant flow of customer calls with minimal wait times.
  • Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
  • Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
  • Improved customer retention rates with exceptional product knowledge and personalized service recommendations.
  • Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Maintained up-to-date knowledge of product and service changes.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Cross-trained and provided backup support for organizational leadership.
  • Implemented and developed customer service training processes.
  • Trained new personnel regarding company operations, policies and services.
  • Trained staff on operating procedures and company services.
  • Investigated and resolved accounting, service and delivery concerns.
  • Contacted customers as soon as issues arose to immediately find resolution before problem escalated.
  • Responded to customer inquiries regarding new accounts and account services.
  • Strengthened bank-client relationships, proactively addressing inquiries and resolving any issues promptly.
  • Developed and maintained strong relationships with clients, ensuring high level of satisfaction and retention.
  • Enhanced client understanding of different banking products through clear and concise communication.

CSR

Wells Fargo
04.1996 - 01.2002
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Collaborated with management to develop strategies for enhancing overall customer experience.
  • Streamlined communication between departments, ensuring timely resolution of customer concerns.
  • Provided comprehensive training for new team members, resulting in faster onboarding and better overall performance.
  • Responded proactively and positively to rapid change.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Cross-trained and backed up other customer service managers.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Sought ways to improve processes and services provided.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
  • Maintained up-to-date knowledge of product and service changes.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Implemented and developed customer service training processes.
  • Trained new personnel regarding company operations, policies and services.
  • Trained staff on operating procedures and company services.

Education

No Degree -

Pima Community College
Tucson, AZ

Skills

  • Complaint handling

  • Financial advising

  • Relationship building and management

  • Cash handling

  • Money handling

  • Teller support

  • Creative thinking

  • Recordkeeping requirements

  • Loss prevention

  • Account audits

  • Multitasking Abilities

  • Organizational skills

Accomplishments

    * Top Professional Teller Awards

    * Recognition from Market area management for outstanding performance

    * Circle of Excellence

    *Documented and resolved fraud which led to sending Bolos which stopped fraudsters from having a negative impact on our clients/bank.

Timeline

Relationship Banker

Bank of America
01.2002 - Current

CSR

Wells Fargo
04.1996 - 01.2002

No Degree -

Pima Community College

Similar Profiles

CREATE PROFILE
Sarah Ferrales