Summary
Overview
Work History
Education
Skills
Languages
Timeline
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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, DC
06-2023

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

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Divine Lanasa