Josephine Hughes

Raleigh

Summary

Result-driven Team Specialist with background in customer service. Ability to work independently or in a team setting. Demonstrated strengths include leadership and problem-solving skills. Known for fostering positive collaborative environments and driving team performance to new heights while maintaining team morale.

Overview

years of professional experience

1990

years of post-secondary education

Work History

Solutions Team Specialist -

First Citizens Bank

Raleigh

07.2011 - Current

Collaborated with cross-functional teams to deliver tailored solutions that addressed client needs.
Provided customer service to internal clients, responding to inquiries in a timely manner.
Collaborated with other departments on solutions aimed at providing consistency and efficiency for associates.
Ensured compliance with company policies by providing employees with documented information.
Provided guidance to less experienced staff members when needed in order to improve their knowledge base.
Assisted in training new employees on daily tasks and procedures to teach staff skills, resulting in knowledgeable, and high-performing team.
Responded to associate inquiries and delivered appropriate information after carefully researching issues.

Customer Service Representative

First Citizens Bank

Raleigh

03.2008 - 06.2011

Conducted regular follow-up calls with customers after resolving their issues.
Performed administrative tasks such as filing paperwork, updating databases and generating reports.
Maintained a high level of professionalism when dealing with difficult customers.
Answered customer inquiries via phone, email, and chat.
Tracked orders from start to finish to ensure timely delivery of goods or services.
Resolved problems by working with other departments to provide solutions that meet customer needs.
Developed positive relationships with customers through friendly interactions.
Provided excellent customer service to resolve customer complaints in a timely and efficient manner.
Identified opportunities for upselling additional products or services based on customer needs.
Identified areas of improvement in customer service processes and suggested changes accordingly.
Answered customer inquiries and provided accurate information regarding products and services.
Developed strong relationships with customers by providing personalized assistance and support.
Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Maintained detailed records of customer interactions, transactions and comments for future reference.
De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

Bank Teller Supervisor

First Citizens Bank

Raleigh

01.2007 - 02.2008

Scheduled staff shifts according to business needs and staffing requirements.
Conducted regular audits of teller activities to ensure accuracy of transactions.
Resolved customer complaints promptly and efficiently.
Maintained accurate records of transactions, deposits, withdrawals.
Reconciled discrepancies between actual cash amounts and book balances.
Responded to inquiries from internal auditors regarding bank policies and procedures.
Assisted with daily balancing of the branch's accounts.
Provided guidance to junior team members on how to handle difficult customer scenarios effectively.
Provided advice to customers regarding account options, financial services, and products.
Monitored cash levels in each teller's drawer.
Promoted facility security by monitoring customer behaviors and following established protocols to protect individuals and assets.
Maintained optimal financial controls by securing funds and making accurate transactions.
Met or exceeded sales goals by promoting bank products and services in customer interactions.
Ordered checks, placed stop payment orders and conducted additional special services for customers.
Contributed to the bank's security by ensuring strict adherence to all confidentiality and security policies.
Supervised and trained teller staff on bank policies, procedures, and customer service standards.
Resolved complex customer issues, acting as the first point of escalation for complaints and inquiries.

Vault Teller

First Citizens Bank

Raleigh

01.2006 - 12.2006

Resolved customer complaints promptly while providing a positive customer experience.
Prepared reports on daily activities including transaction volumes, cash levels.
Identified discrepancies between documents in order to ensure accuracy of transactions.
Verified customer identification and account information before allowing access to vault contents.
Inspected bills for authenticity using counterfeit detection devices when necessary.
Coordinated with other employees to ensure proper coverage during peak hours.
Processed deposits, withdrawals, transfers and payments for customers at the vault teller window.
Provided excellent customer service by answering questions about banking services or products.
Issued cashier's checks and money orders in accordance with established procedures.
Assisted in preparing monthly financial reports for management review.
Balanced currency, coin and checks in cash drawers at end of shift.
Stored excess cash securely in the bank vault after verifying amounts against records.
Organized cash into bundles according to denomination for easy retrieval when needed.
Adhered to bank policies and procedures regarding safety, security, privacy and confidentiality regulations.
Reconciled discrepancies between actual currency amounts received from customers versus expected amount based on transaction record.
Maintained accurate records of all transactions and balances within the vault.
Mentored and trained newly hired tellers to familiarize each with job responsibilities and organizational procedures.
Maintained accurate teller drawer using high attention to detail while handling customer bank transactions.
Supervised tellers to verify compliance with both federal and local regulations.
Balanced daily cash deposits and vault inventory with zero error rate.
Handled many customers daily and processed transactions, deposits, and withdrawals.
Complied with vault procedures and controls and cross-trained other staff members in vault processes to verify consistent services.
Received customer and banking center deposits from armored carriers.
Prepared and securely shipped excess coin and currency to Federal Reserve Bank or correspondent banks, balanced completed work and compiled inventory reports.
Counted cash and bagged or filled cassette trays for ATMs or business customers, prepared cash for delivery routes and reported cash discrepancies.
Reconciled branch vaults, balanced cash drawers and followed company cash control guidelines and procedures to protect customer and employer assets.
Ordered and disbursed coin and currency to keep vault balanced and supply branches, banks and customers.
Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
Performed special services for customers, ordering bank cards and checks.
Leveraged customer service and sales abilities to consistently meet performance goals.
Transmitted orders to supply cash to meet daily needs.
Received mortgage and other loan payments, verifying payment dates and amounts due.
Prepared official checks for customer and internal bank needs.
Used customer information to tailor recommendations to promote or sell travelers' checks, savings bonds and cashier's checks.
Identified transaction errors when debits and credits did not balance.
Processed term deposits, retirement savings plan contributions and mail deposits within processing time limits.
Resolved problems or discrepancies concerning customers' accounts.

Education

Far-Rockaway High School

Far Rockaway, NY

Skills

Customer service
Cross-functional collaboration
Data analysis
Employee training
Problem solving
Service oriented
Organizational skills

Problem-solving abilities
Adaptability
Multitasking capacity
Active listening
Policy enforcement
Self motivation

Affiliations

2nd Degree Black Belt
Outdoor Enthusiast
Gardening
Food Bank Volunteer
Church Usher/Deaconist

Timeline

Solutions Team Specialist -

First Citizens Bank

07.2011 - Current

Customer Service Representative

First Citizens Bank

03.2008 - 06.2011

Bank Teller Supervisor

First Citizens Bank

01.2007 - 02.2008

Vault Teller

First Citizens Bank

01.2006 - 12.2006

Far-Rockaway High School