Ommie Oates
Warsaw
Summary
Dynamic professional with a proven track record at Woodforest National Bank, excelling in customer service and branch operations. Skilled in relationship building and cash handling, I significantly raised customer satisfaction ratings. Leveraging active listening and sales proficiency, I adeptly meet employer and client needs, fostering trust and loyalty.
Overview
14
14
years of professional experience
Work History
Case Coordinator
Destiny Total Healthcare HOP
08.2023 - Current
- Acted as an advocate for clients when necessary, ensuring their needs were met and their voices heard throughout the case management process..
- Safeguarded client confidentiality by adhering to strict privacy guidelines and maintaining secure records management practices.
- Completed various administrative tasks such as making phone calls, answering emails and inputting data into systems.
Medicaid Eligibility Caseworker
Sampson County Department of Social Services
10.2022 - 04.2024
- Enhanced client satisfaction by providing timely and accurate information regarding benefits eligibility and program requirements.
- Provided compassionate support to clients facing challenging life circumstances while helping them navigate the income maintenance system.
- Maintained up-to-date knowledge of federal, state, and local regulations governing income maintenance programs to ensure compliance.
- Conducted thorough interviews with clients to assess their needs and determine appropriate services or referrals.
- Gathered information via telephone, mail, or in person from clients applying for assistance.
- Determined if applicants met eligibility for public assistance programs.
- Operated computer and imaging equipment to retrieve and enter data into electronic case records.
Assistant Branch Manager
Woodforest National Bank
12.2019 - 09.2022
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
- Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Enhanced customer satisfaction by providing exceptional service and addressing concerns promptly.
- Trained and mentored new employees, fostering a positive work environment that led to higher retention rates.
- Built rapport with account holders by reaching out with product recommendations and account updates.
- Assisted in achieving branch sales goals by identifying potential cross-selling opportunities and promoting bank products and services.
Insurance Agent
Langston Insurance Agency
05.2014 - 04.2022
- Built strong relationships with clients through consistent communication and excellent customer service.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
- Maintained high standards of customer service by building relationships with clients.
- Educated clients on the importance of adequate insurance coverage, fostering trust and loyalty among the existing client base.
- Cross-sold insurance products to existing clients to reach sales targets.
- Maintained accurate records of all transactions, ensuring compliance with company policies and regulatory requirements.
- Prepared and reviewed insurance applications to verify compliance with regulations.
- Monitored changes in insurance industry to stay compliant with relevant laws and regulations.
- Streamlined renewal process, making it easier for clients to update and maintain their policies.
Retail Banker
Woodforest National Bank
10.2016 - 12.2019
- Maintained high levels of cash handling accuracy, ensuring proper documentation and adherence to compliance requirements.
- Offered clients advice and guidance on digital and self-serve options to make banking easy, simple and fast.
- Identified opportunities for cross-selling financial products, resulting in higher revenue generation.
- Increased customer satisfaction by providing personalized banking solutions and exceptional customer service.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Cross-sold bank products and services to meet customer needs and provide options.
- 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.
- Processed deposits, withdrawals and ACH transfers accurately.
Waitress
Waffle House
03.2011 - 08.2015
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Used cash registers and credit card machines to cash out customers.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Enhanced customer satisfaction by providing attentive service and promptly addressing any concerns.
- Managed cash transactions accurately, ensuring proper change was provided to customers as needed.
- Built rapport with regular customers through friendly interactions and attentiveness to their preferences.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
- Processed orders and sent to kitchen employees for preparation.
Education
Associate of Applied Science - Business Administration
James Sprunt Community College
Kenansville, NC05-2013
Skills
- Data collection
- Case documentation
- Active listening strengths
- Cross-functional collaboration
- Customer service experience
- Verbal and written communication
- Goal oriented
- Sales proficiency
- Branch operations
- Cash handling
- Banking policies and procedures
- Relationship building
- Account maintenance
- Teller support
Timeline
Case Coordinator
Destiny Total Healthcare HOP
08.2023 - Current
Medicaid Eligibility Caseworker
Sampson County Department of Social Services
10.2022 - 04.2024
Assistant Branch Manager
Woodforest National Bank
12.2019 - 09.2022
Retail Banker
Woodforest National Bank
10.2016 - 12.2019
Insurance Agent
Langston Insurance Agency
05.2014 - 04.2022
Waitress
Waffle House
03.2011 - 08.2015
Associate of Applied Science - Business Administration
James Sprunt Community College
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