Michele Edwards

• Oversaw the recruitment, hiring, and onboarding processes to ensure a skilled workforce capable of meeting centre objectives.
• Promoted a culture of teamwork through effective leadership, open communication channels, and regular team-building activities.
• Managed daily operations for optimal efficiency.
• Coordinated events and promotions at the centre.
• Increased employee productivity by providing comprehensive training programs and fostering a supportive work environment.
• Maintained accurate records of all transactions at the centre, ensuring transparency in financial reporting for internal stakeholders.
• Processed payroll for 6 employees as part of sound human resources and financial management strategies.
• Managed work and performance of more than 4 employees.
• Fostered culture of continuous improvement, encouraging staff to contribute ideas for operational enhancements.
• Cultivated supportive and inclusive environment, enabling staff to thrive and deliver exceptional teaching.
• Managed center finances with precision, ensuring sustainability through meticulous budgeting and cost control measures.
• Implemented rigorous health and safety protocols, significantly reducing incidents within center premises.
• Optimized resource allocation to meet fluctuating demands, ensuring smooth center operations without overstretching budget.
• Streamlined center operations, achieving higher efficiency by redesigning workflow processes.
• Reported issues to higher management with great detail.
• Scheduled employees for shifts, taking into account customer traffic and employee strengths.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
• Negotiated price and service with customers and vendors to decrease expenses and increase profit.

• Customer Support 2008 - 2009, Customer Banking Consultant 2009-2019 Banking Specialist – December 2022
• Exceeded personal sales targets consistently by utilizing effective communication skills and building rapport with clients.
• Managed high volumes of transactions accurately under tight deadlines, ensuring client satisfaction while maintaining operational efficiency.
• Actively sought feedback from customers regarding their banking experiences, implementing improvements based on their valuable input.
• Facilitated successful loan applications by guiding clients through requirements and documentation processes, expediting approvals and ensuring customer satisfaction.
• Educated customers on available products and services, enabling informed decision-making and heightened satisfaction levels.
• Supported branch management in cultivating a positive work environment by actively participating in team-building activities, sharing expertise with colleagues, and championing a customer-first mentality.
• Maintained up-to-date knowledge of industry trends, ensuring accurate information was provided during client consultations.
• Spearheaded initiatives to improve overall branch performance, contributing innovative ideas during staff meetings and strategy sessions.
• Boosted branch sales performance by identifying cross-selling opportunities and providing tailored product recommendations to customers.
• Conducted thorough financial assessments to provide customized banking solutions that catered to individual customer needs.
• Provided seamless assistance during transitions between bank representatives or account changes, minimizing disruptions for customers while maintaining their loyalty to the institution.
• Collaborated with team members to meet branch targets, establishing strong relationships for a cohesive work environment.
• Participated in ongoing training programs to further develop knowledge of industry best practices, regulatory requirements, and product offerings.
• Handled sensitive customer data with discretion, adhering to privacy regulations and fostering trust among clientele.
• Delivered exceptional customer service through active listening techniques, empathetic responses, and timely follow-ups on inquiries or concerns.
• Developed and maintained strong customer relationships, providing exceptional service and advice.
• Educated customers on features and benefits of banking products and services.
• Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
• Balanced teller drawers and ATM cash.
• Opened, closed, and updated accounts for customers.
• Investigated customer inquiries and resolved discrepancies in helpful and timely manner.
• Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
• Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product.
• Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
• Discussed financial options with clients and provided informed suggestions.
• Networked to identify potential new clients.
• Prepared contracts and related documentation according to strict standards.
• Maintained excellent client relations, resulting in increased referrals and repeat business.
• Increased customer satisfaction by providing personalized banking solutions and exceptional service.
• Managed risk effectively by conducting thorough credit assessments and adhering to established lending guidelines.
• Presented products and services to customers using in-depth knowledge to answer questions.
• Helped customers prepare documents required to complete transactions and process requests.
• Identified customer desires and goals through needs-based sales tactics.
• Investigated and resolved account issues by offering applicable options to customers.
• Supported tellers by processing transactions involving money orders, cashiers cheques and payments.
• Supported tellers by processing transactions involving money orders, cashiers cheques and payments.
• Opened new accounts and made changes to existing accounts.
• Cross-sold wide range of services and products to increase new business and expand existing customer relationships.
• Facilitated workshops on financial literacy for community members, improving their understanding of banking products and services.
• Improved customer retention rates by providing exceptional service and resolving issues promptly.
• Negotiated with clients to restructure loans, preventing defaults and maintaining bank's financial health.
• Maintained up-to-date knowledge of regulatory changes, ensuring all banking activities complied with new laws and guidelines.
• Educated customers on online banking and mobile banking applications.
• Maintained friendly and professional customer interactions.
• Assisted customers with banking needs and inquiries.
• Processed applications for new accounts.
• Established rapport with new clients to increase satisfaction and loyalty.
• Referred customers to other banking departments for specialized services.
• Cross-sold credit cards, loans and other bank products.
• Counted, verified and handled bank deposits and armored car transactions.
• Executed wire transfers, stop payments and account transfers.
• Performed account maintenance by closing out accounts and changing customer addresses.

• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
• Answered phone promptly and directed incoming calls to correct offices.
• Kept reception area clean and neat to give visitors positive first impression.
• Handled cash transactions and maintained sales and payments records accurately.
• Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
• Responded to inquiries from callers seeking information.
• Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
• Answered central telephone system and directed calls accordingly.
• Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
• Corresponded with clients through email, telephone, or postal mail.
• Handled sensitive information with discretion while maintaining strict confidentiality standards.
• Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
• Increased customer satisfaction by warmly greeting visitors and promptly addressing their needs.
• Maintained clean and welcoming reception area, contributing to positive first impression for visitors.
• Enhanced front desk operations by efficiently managing incoming calls, ensuring prompt customer service.
• Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
• Sorted, received, and distributed mail correspondence between departments and personnel.
• Helped office staff prepare reports and presentations for internal or client-related use.

• Managed high-volume inbound calls, maintaining professionalism and composure under pressure for exceptional customer support.
• Provided exceptional customer support through active listening, problem-solving, and clear communication skills.
• Provided exceptional customer support, handling inquiries and complaints professionally and efficiently.
• Provided exceptional customer support by promptly addressing inquiries from clients regarding trades or account information.
• Processed incoming payments for Rates and water rates, dog registrations.
• Prepared documentation to support the cemeteries team for internments
• Assisted with file preparation for customers seeking to view property files
• Assisted the planning team with preparation of valuations for clients.
• Cash handling and balancing daily.
• Answered incoming calls logged and sent to correct departments for various enquiries, or resolved with customers on the call to close off the job.

• Full time studying Marketing, Economics, Mathematics, English.

Completed certificates for courses in a timely manner.

• Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
• Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
• Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
• Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
• Oversaw compliance with industry regulations and company policies, ensuring safe and legal operational environment.
• Organized check out covers and staff for these
• Processed returns and operated the customer service desk
• Covered leave for admin and cashier
• Cash handling
• Stocktake
• operation of various departments

• Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
• Stock refilling
• Assisted customers with fuel refilling, oil checking and car needs.
• Sorted staff allocation for busier times and maintained flow.
• Balancing of cashier tills at the end of shifts.
• Maintained bins for emergency spills and ensured all staff were up to date with drill procedures.

• Collaborated with cross-functional teams to resolve complex customer issues and ensure a seamless experience.
• Provided personalized service to customers, addressing their specific needs and concerns regarding new accounts or services.
• Efficiently managed high-volume workloads while maintaining a keen focus on accuracy and quality of service delivery.
• Ensured accuracy of client information by diligently reviewing documents and data entry details.
• Reduced errors in account openings by implementing comprehensive checklists for document collection and verification.
• Streamlined account opening processes for increased productivity and faster turnaround times.
• Enhanced customer satisfaction by efficiently opening new accounts and providing exceptional service.
• Keyed customer contact information and payment data into system carefully observing corporate confidentiality procedures.
• Responded to customer inquiries regarding new accounts and account services.
• Verified customer identity and reviewed documentation for accuracy.