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Professional Summary

As a Substitute Teacher I have experience providing instruction in a classroom setting, seeking a position  in a field of account manager or sales, and to apply my transferable skills and abilities such as planning, organisation, presentation abilities, speaking to large group, and effectively capable to handle difficult situations to enter a position that is awarding and challenging.


Networking, classroom management, public speaking, organization and leadership skills.  Also  proficiency  with Microsoft Office word, powerpoint, and excel.

Work History
05/2017 to Current
Phoenix Job Corps
SUBSTITUTE TEACHER, 02/2017 to Current
  • I executed and followed classroom lesson plans and policies to ensure effective classroom management to ensure and safe learning environment.
  • Provided assistance to address various learning styles and followed up assigned homework.
  • Administer tests and assignments.
  • I monitored students in various settings, documented all incidents with case note, and discipline issues to school personnel.
06/2016 to 12/2016
Jewish Family Child Services
01/2016 to 06/2016
Concentric Healthcare Staffing
11/2014 to 06/2015
State of Arizona
03/2014 to 11/2014
Medix Staffing Solution
01/2013 to 11/2013
Choices Network of Arizona
08/2012 to 01/2013
Southwest Network Org
Case Manager, 05/2012 to 08/2012
Concentric Healthcare Staffing Phoenix, AZ
  • As a Case Manager of a clinical team I worked with clients with mental illness and substance abuse issues.
  • I participate and develop assessment and service plan, worked closely with others in collaboration of client's progress, engage member in services, education and training, and coordinate recipient care.
  • I also worked with other agency to establish housing, long term nursing care, and substance abuse treatment.
  • I arranged and created discharge plans.
  • I interviewed clients to create a service plan to meet the client's needs.
  • As a Case Manager I communicate with recipients in various settings, participates in staffing and judicial legal matters.
  • I conducted ongoing outreach with client and documentation.
Assistant Group Home Manager, 02/2012 to 08/2012
Family Support Services Phoenix, AZ
  • Oversee 5 employees, and assist with employee evaluations, established employees work schedules using excel spread sheet, coordinate operated daily function of group home.
  • Schedule clients appointments for various services, correspond with CPS regarding client progress or other needs, participate in CFT staffing, transport client to appointment, as well as being a advocate for clients in court, document daily charting of pertinent information, completed required forms, kept record of spending account of cash, plan activities.
12/2011 to 02/2012
Phoenix, AZ
Behavioral Health Tech, 09/2011 to 01/2012
Sunshine Residential Phoenix, AZ
  • Assist with the support of the needs of youth clients with behavioral and mental illness.
  • Recorded and document client's behavior,.
  • Recognized and intervened in dangerous situations and implement crisis intervention to provide a safe environment.
  • Assist with daily activities while implementing modeling behaviors and recorded patient's daily use of medications.
09/2008 to 09/2009
Express Scripts Tempe, AZ
  • Customer Service Assistance Assist customer with pharmaceutical benefits eligibility questions, coverage regulations and procedures, rejected claims processing, procedure to for filing a reimbursement on a paid claim (COB).
  • Process refills request, replaced orders and tracked shipping.
  • I followed Federal guidelines for medications.
  • Assist with billing inquiries account history, and research inquiries.
01/2004 to 01/2008
Professional Foster Care Phoenix, AZ
  • Trained and licensed in Foster Care and Developmental Disability Developed by the State of Arizona.
  • I cared for foster children in my home.
  • I utilized resources in other agencies to obtaining service and support for the children.
  • I participated in the development, and coordination of treatment/service plan (TFC).
  • I assisted, taught and mentored the child in order to meet the child's needs in the following areas: daily living skills, social skills, grooming and personal hygiene skills.
  • Documented and administered medication.
  • I prepared and maintained required documentation in a timely manner.
  • I effectively resolve conflict and coped with crisis situations.
Correctional Officer, 10/2006 to 12/2007
Arizona Department of Corrections Phoenix, AZ
  • I documented inmate movement, incidents and activities.
  • I provided low-level counseling/intervention to inmates in crisis.
  • Monitored, escorted and transported inmates to and from programs, housing units, Medical/hospital examinations, and other scheduled appointments.
  • Scheduled and monitored inmate phone, visitation and other special visits.
  • Responsible for the implementation of reports as it applied to inmate discipline, security breaches, incidents and other reports as required.
  • Completed and maintained security checklist forms for supervisory review.I responded to emergencies such as violent inmates, fire, escape, inmate deaths, power failure, riots, inclement weather and other inmate disturbances.
  • I ensured medical care to inmates, maintained control of emergency scene and coordinated immediate emergency response.
  • Monitored and participated in the relocation and evacuation of inmates as directed.
01/2004 to 01/2006
Group Homes Arizona
  • I supervised residential clients with various developmental disabilities.
  • Support adults and children to live independent.
  • I assisted with personal care, preparing meals, participating in community activities, distributing medication, and transported clients, and documented and wrote reports.
05/1999 to 04/2003
Bank One/ Chase Tempe, AZ
Telephone Banker, 07/2004 to 05/2005
  • Resolved customer inquiries regarding complex and routine financial services and banking transactions by answering incoming calls in an inbound business banking call center using a word base software and promoted bank products and services to identify sales referrals to meet sales quotas.
  • Communicated with business customers and other bankers extensively regarding leans against account, deposit holds and returned checks.
  • Researched information online utilizing multiple software programs to assist customer with various loan inquiries.
  • I resolved challenging payment history and payoffs.
  • Responded to routine inquiries and complaints from customers regarding financial products and services and referring difficult problems to specialists.
Credit Card Advisor, 05/1998 to 05/1999
  • Resolved customer inquiries regarding credit card transactions in an inbound consumer banking call center.
  • I promoted bank products, and services to meet sales goal.
  • I resolved customer inquiries regarding credit card billing inquiries such as fees and interest, balance transfer, and disputes.
  • Researched payments, returned items.
  • Resolved issues regarding purchases and delivery of merchandise.
BA: Human Services, University of Phoenix, AZ MBA - Phoenix, AZ
AA Degree: General Studies,
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Professional Summary
Customer Service Professional highly skilled in call center management, training, recruiting, service solutions, and innovative marketing concepts. Possesses strong time management and thrives in a fast-paced, dynamic environment.  
  • Customer Centric
  • Escalation Management 
  • Telecommunications
  • Trouble Shooting
  • Critical Situations Management
  • IT Experience 
  • Business process improvement
  • Data Analysis 
  • Microsoft Team System
  • Crisis Management 
  • Conference Calls 
  • Strong client relations
  • Strategic sales knowledge
  • Agile methodologies
  • Process Enhancements 

Work History
Critical Situation Manager, 05/2015 to Current
Microsoft Richardson, TX
  • Drive improvements in all aspects of Microsoft including customer service, engineering and AQ.
  • Defining processes and escalation points for critical customer situations.
  • Assemble, work with, and manage cross-organizational teams
  • Support accurate and consistent maintenance of technical and management escalation processes
  • Create and maintain recovery playbooks for commonly occurring customer patterns and issues
  • Establish and manage bridge calls with engineers and customers on single customer outages
  • Attend multi-customer outage bridges in support of the crisis management team
  • Craft business appropriate communications for the affected operating groups and manages communication on a major incident conference call
  • Provide leadership on Industry Customer Experience management trends and methodologies.
  • Providing post-escalation analysis reporting that will capture and help drive process improvements throughout the organization.
  • Establish and develop key relationships within the Microsoft global organization to align and leverage global customer support initiative.
  • Phone24 Agent - Telephone Banker.
Telephone Banker , 04/2015 to 05/2016
BB&T Arlington, TX
  • Answered telephone inquiries timely, accurately, professionally, and courteously.
  • Maintained required performance standards in quality, occupancy, attendance, promptness, and identifying client needs.
  • Ensured the security of client information and assist with minimizing bank losses by performing client verification on each call received.
  • Assisted in the resolution and tracking of client complaints.
  • Recorded each complaint in the system with detailed explanation of issue and resolution.
  • Ensured each complaint was routed to appropriate queue for tracking and reporting purposes.
  • Enhanced personal and professional growth through participation in required and voluntary training and education.
  • Assessed client needs and suggested alternative products and services, referring to appropriate department as needed.
  • Suggested changes to improve communications and business efficiency.
Telephone Banker, 09/2013 to 04/2015
Xerox, Union Bank Call Center Arlington, TX
  • Responded to telephone inquiries and complaints using standard scripts and procedures.
  • Gathered information, researches/resolves inquiries and logs customer calls.
  • Communicated appropriate options for resolution in a timely manner.
  • Provided  training and troubleshooting support to lower level staff.
  • Monitored priority of calls to assure customer satisfaction.
  • Prepared standard reports to track workload, response time and quality of input.
  • Planned and implemented department goals; making recommendations to improve efficiency and effectiveness.
  • Advised clients on mortgage, educational and personal loans.
  • Maintained friendly and professional customer interactions.
Certificate in Information Technology: University of Phoenix - Dallas, TX
High School Diploma: 2007
Tennessee Academy of Cosmetology Bartlett - Bartlett
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Resourceful shipping specialist with a background in management, customer service and general warehouse operations. Vast experience in all aspects of loading and transporting materials. 5 years of warehouse and inventory control. Specializes in increasing efficiency and accuracy of customs compliance. Familiar with all aspects of logistics, shipping/receiving, distribution operations, and customer service.
  • Strong organizational thinking
  • Creative problem solving
  • Customer- and service-oriented
  • Inventory management
  • Store operations and cash handling accuracy 
  • Shipping and receiving
  • Proficient with MS Office, Excel, and POS systems.
  • Store planning, Floor set design/Visual Displays
  • Packing, scanning, and tracking orders
  • Data Entry, collect and file reports, log sheets, invoices, and manifests
Distribution Clerk 02/2012 to 10/2017 United States Post Office Clawson, MIchigan
Manually created shipments, assigned to mail carriers and dispatched shipments. Set up daily routes for mail handlers. Communicated all emergencies/delays to staff. 
Educated customers on product and service offerings. Aided customers with product selection. Offered exceptional customer service to promote the company brand and values.
Processed all sales transactions accurately and efficiently. Opened and closed the store, which included counting cash drawers and making bank deposits.
Managed front retail operations. Monitored multiple databases to keep track of all company inventory. Identified areas for improvement and recommended solutions.

Team Lead 12/2009 to 02/2011 Colwell & Salmon Communications Livonia, Michigan
Managed a team of 10 customer service representatives to increase product profitability.
Trained staff on how to improve customer interactions and provide accurate and appropriate information.
Facilitated information between consumers, account managers, quality assurance, training and human resources to guarantee call center objectives were met.
Collected customer feedback and made process changes to exceed customer satisfaction goals. Complied with upper management to implement change within the work environment.
Duties included data collection, phone call monitoring, employee coaching, and resolving customer concerns.
Telephone Banker 06/2008 to 08/2009 Chase Bank Troy, Michigan
Developed positive relations with all contacts, customers and potential customers, maintain and update their account information.
Handled consumer and business accounts, assisted with courtesy and collection calls as needed.
Addressed customer questions and concerns by phone or in-person. Recorded disputes and escalated to department head for resolution as needed. 
Exceeded sales goals by identifying, marketing, and cross-selling banking products and services beneficial to customer needs.
Education and Training
University of Liggett School Grosse Pointe Woods, MI, United States
Howard University Washington D.C., United States
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Professional Profile

Results-oriented professional with more than 15 years of progressive accomplishments in Customer Service and Management

Areas of Expertise
  • Multi-Task Management
  • Team building
  • Microsoft Office proficiency
  • Issue and conflict resolution
  • Marketing
  • Training and Development
  • Analytical
  • Critical Thinking
  • Large cash/check deposits expert
  • Mail management
Relevant Professional Experience
Management Experience:
  • Managed staff of up to 23-45 employees, including training, delegating tasks, and evaluating performance.
  • Effectively motivated associates through continual guidance, direction, development and coaching.
  • Handled commercial priority mail accounts in postal marketing campaign.
  • Applied economic measures to improve budget, reducing total work hours by 9%.
  • Opened/closed store, conducted sales transactions, and balanced cash registers.
Customer Service:
  • Serviced clients' personal bank accounts by phone, advising and suggesting special services
  • Suggested and sold core bank products and services. 
  • Dedicated to providing excellent customer service and making operational and procedural improvements.
  • Set up store product displays for maximum customer sales and profitability.
  • Set up service calls, ordered parts for customers, and provided customers' parts repair service.
Work Experience
Assistant Store Manager Apr 2014 to Current
Leslie's Pools Longwood, FL
Assistant Store manager Jun 2007 to Feb 2013
Walgreen's Inc. West Bloomfield, MI
Telephone banker I Jan 2005 to Jun 2005
Bank One/ JP Morgan Chase Troy, MI
Math teacher, Professor & Tutor Jan 2004 to Oct 2006
Independent Contractor Florida & Michigan
Bachelor of Science, Mathematics Madonna University Livonia, MI