Divine Lanasa
Winston-Salem
Summary
Dynamic financial professional with extensive experience at First Horizon Bank and Capitol One, excelling in loans and financial advisement. Proven track record in relationship building and decision-making, enhancing customer satisfaction and driving sales. Bilingual in French and Spanish, adept at managing inbound calls and delivering exceptional service to diverse clientele.
Overview
9
9
years of professional experience
Work History
Personal Banker
First Horizon Bank
04.2025 - Current
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
- Promoted financial products by maintaining excellent service offering knowledge.
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Managed over 65+ inbound call a day
Bilingual Call Center Agent
Delta
04.2024 - 03.2025
- Responded proactively and positively to rapid change.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Cross-trained and backed up other customer service managers.
- Delivered prompt service to prioritize customer needs.
- Managed inbound and outbound calls that exceeded 50+ per day.
Financial Advisor
Capitol One
01.2023 - 03.2024
- Cultivated and strengthened relationships with new clients and educated clients on account services and capabilities.
- Worked with clients to support understanding of rationale and details of financial strategies.
- Educated clients on various financial matters and provided professional recommendations on investment opportunities, products, and services based on each clients' individual needs.
- Helped individuals and families build and execute wealth management strategies based on unique goals and objectives.
- Managed over 100+ emails per day.
Customer Service Representative Manager
CVS Pharmacy
10.2018 - 08.2023
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Onboarded and trained customer representatives to meet performance and service goals.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Developed customer service initiatives to improve performance and uplift satisfaction scores.
Sales Associate
Vodacom
06.2016 - 08.2018
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Answered customer questions about sizing, accessories, and merchandise care.
- Engaged with customers to effectively build rapport and lasting relationships.
- Prepared merchandise for sales floor by pricing or tagging.
Education
BBA - Finance
Strayer University
09-2025
Bachelor of Arts - Languages
University of District Columibia
Washington, DC06-2023
Skills
- Loans
- Financial advisement
- Portfolio assessment
- Banking
- Inbound and outbound calling
- Multitasking and organization
- Call center experience
- Decision-making
- Relationship building
- Script adherence
- Call handling
- Goal oriented
- Fluent in French
- Advanced in Spanish
- Fluent in English
- Inbound phone calls
- Inbound phone call management
- Customer communications
Languages
English
Native or Bilingual
French
Native or Bilingual
Spanish
Full Professional
Timeline
Personal Banker
First Horizon Bank
04.2025 - Current
Bilingual Call Center Agent
Delta
04.2024 - 03.2025
Financial Advisor
Capitol One
01.2023 - 03.2024
Customer Service Representative Manager
CVS Pharmacy
10.2018 - 08.2023
Sales Associate
Vodacom
06.2016 - 08.2018
BBA - Finance
Strayer University
Bachelor of Arts - Languages
University of District Columibia