Customer Service Assistant (Banking)

ANDREW H. GILLIS

23 Alexander Drive

Denton, TX 76201

(940) 312-2687

Customer Service • Administration • Banking
Customer-focused and professional. Recognized by management for poise and discretion. Able to provide caring service and expert advice to customers. Willing to work long hours and go the “extra mile”.
Professional strengths include:

Ÿ       Complaint Resolution

Ÿ       Communications

Ÿ       Process Simplification

Ÿ       Improvements

Ÿ       Incident Analysis

Ÿ       Reconciliations

Ÿ       Records Management

Ÿ      Client Needs Assessments

Ÿ       Relationship Management

Ÿ       Staff Training

Ÿ       Documentation

Ÿ       Workflow Management

Ÿ       Calculations

Ÿ       Customer Retention

Ÿ       Form Re-design

Ÿ       Back and Front Office Operations

Technology Snapshot

Microsoft Word, Excel, and Access,

Experience Highlights

·    Cut complaint rates by 25% through streamlining processes.

·    Serving up to 100 customers daily in a high-pressure bank environment.

·    Recognized as a competent trouble-shooter.

·    Recruited to administer a high-profile assignment worth over 20% of company’s revenue.

·    Produced accurate, multi-media budget presentations.

Employment Summary

HARKER BANK, Denton, TX

2001–2003

Customer Service Assistant

TECHNO ENGINEERING CONSULTANCY, Denton, TX

1999–2000

Project Secretary

JOBMENT CONSULTANTS, Denton, TX

1999

Receptionist/Secretary

Experience Chronicle

HARKER BANK, Denton, TX

2001–2003

Customer Service Assistant

Assisted in busy customer service division in charge of ATM card issuance, personal identification numbers, and checks.

In charge of overseeing help desk when supervisor was absent.

Key contributions:

·    Awarded for improving processes and customer service ranking.

·    Fixed flaws in communication forms with streamlined and improved designs.

·    Led effort to make tracking and recording easier.

·    Rewore a complex manual to simplify it for non-native English speakers.

·    Increased communication between departments.

·    Trained new hires.

·    100% accuracy rating for records.

·    Served over 100 customers daily.

TECHNO ENGINEERING CONSULTANCY, Denton, TX

1999–2000

Project Secretary

Provided support to ten engineers. Records were technical and required perfect accuracy.

·    Conducted formal training for secretaries.

·    Successfully engineers site visits.

·    Produced accurate budget presentations.

·    Planned corporate meetings for clients and engineers. Took minutes and wrote agendas.

·    Consistently purchased supplies under budget.

·    Sole administrator for major project charged with all administrative support.

JOBMENT CONSULTANTS, DENTON, TX

1999

Receptionist/Secretary

Managed calls on a hectic and large switchboard. Conducted assesments of job seekers and kept records of all phone calls.

Education | Training

Certificate in Java Programming

Bachelor of Nutrition & Dietetics

University of Texas, Dallas (1997)

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