Kathrine McKillop
Winston-Salem
Summary
Organized and motivated professional with strong communication, problem-solving and customer skills. Experience in providing accurate timely support while building positive relationships with clients and colleagues. Committed to collaborating across teams, sharing knowledge and contributing to organizational success through exceptional service and continuous improvement.
Overview
16
16
years of professional experience
Work History
Client Service Center Specialist
Pinnacle Financial Partners
High Point
03.2022 - Current
- Provided excellent customer service by responding to inquiries, resolving complaints and facilitating solutions.
- Resolved client problems with knowledgeable and friendly service, fostering high levels of customer satisfaction.
- Resolved customer issues while maintaining high satisfaction levels.
- Collaborated with team members to swiftly resolve service-related issues, enhancing client satisfaction.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Managed client inquiries through phone and email communication.
- Verified customer information to ensure accuracy of orders and services requested.
- Utilized systems to document interactions and maintain client records accurately.
- Followed up with customers after resolving their issues to ensure satisfaction was achieved.
- Facilitated communication between departments to enhance service delivery standards.
- Ensured compliance with regulatory requirements during client interactions consistently.
- Updated databases with new and modified customer data.
- Managed high call volumes while maintaining professionalism and courtesy.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Offered resolutions to de-escalate calls and solve customer issues.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
Personal Banker
Wells Fargo
Greensboro
06.2016 - 03.2022
- Expanded customer relationships by maintaining regular follow-up processes and rapport.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Partnered with mortgage officers and financial advisors to provide clients with optimal financial solutions.
- Helped customers open and close accounts, apply for loans and make sound financial decisions.
- Exercised judgment when dispensing information to maintain confidentiality of sensitive information.
- Promoted diverse array of financial products by continuously acquiring new industry knowledge.
- Processed 80+ transactions per day, including money transfers, deposits and withdrawals.
- Ordered supplies and materials to secure inventory and sensitive and propriety items.
- Delivered high level of customer service and support by answering questions and returning phone calls quickly.
- Maintained confidentiality of bank records and client information.
- Handled cash transactions, balanced cash drawers, performed loan payments and issued cashier's checks.
- Cashed customer checks, verified identification and checked account balances in accordance with bank policy.
- Kept teller window areas clean, organized and fully stocked.
- Balanced Branch's vault in dual control at closing with $300,000 and completing other dual control processes for the security of the branch
Assistant Unit Director
Bojangles' Famous Chicken 'n Biscuits
Kernersville
11.2010 - 06.2016
- Supervised staff of 10 people and reminded each to provide exemplary and memorable service to all guests.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Coordinated ongoing educational objectives to enhance staff competencies in safety, quality and core measures.
- Identified and oriented new staff members before deployment to assigned stations.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Managed and balanced a safe with $30,000, Counted and prepared deposits and made the deposits on behalf of store
- Operated cash register, collected payments and provided accurate change.
Education
High School Diploma -
Robert B Glenn High School
Kernersville, NC06-2012
Skills
- Client satisfaction
- Call center experience
- Training and development
- Branch operations
- Planning
- Organization
- Record-keeping
- Time management proficiency
- Team collaboration
- Communication
- Active listening techniques
- Rapport building
- Issue and conflict resolution
- Strong work ethic
Timeline
Client Service Center Specialist
Pinnacle Financial Partners
03.2022 - Current
Personal Banker
Wells Fargo
06.2016 - 03.2022
Assistant Unit Director
Bojangles' Famous Chicken 'n Biscuits
11.2010 - 06.2016
High School Diploma -
Robert B Glenn High School