Theodora (Dora) Richards

• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
• Managed conflict resolution among team members, fostering a positive and collaborative work environment.
• Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
• Set performance targets for team members, holding them accountable for meeting goals and celebrating successes together.
• Increased contact center efficiency by streamlining processes and optimizing workflows.
• Increased efficiency and performance by monitoring team member productivity and providing feedback.
• Identified and resolved discrepancies and errors in customer accounts.
• Maintained up-to-date knowledge of product and service changes.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Met customer call guidelines for service levels, handle time and productivity.
• Investigated and resolved customer inquiries and complaints quickly.
• Reduced employee turnover by creating a supportive work environment that fostered professional growth and development.
• Boosted team morale and productivity with motivational techniques and clear communication of expectations.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Recruited and hired talent for operations and service delivery and managed branch offices by mentoring and cross-training new leadership as part of succession planning.
• Streamlined banking operations by implementing efficient processes and procedures.
• Improved staff performance through ongoing coaching, training programs, and performance evaluations.
• Completing Monthly and Yearly performance reviews.
• Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
• Optimized schedules, forecasts and other tools to present to management.
• Prepared and maintained reports, dashboards and monthly packages.
• Managed real-time inbound call traffic across multiple contact center locations.

• Maintained detailed records of all service interactions, ensuring accurate client information was available for follow-up actions.
• Provided exceptional customer support, leading to increased client retention and loyalty.
• Initiated contact with appropriate service providers to request referrals and followed up to confirm appointments.
• Played a critical role in retaining valuable customers through proactive relationship management efforts.
• Working closely with Management and Team Leader to resolve members enquiries/issues.
• Met customer call guidelines for service levels, handle time and productivity.
• Maintained up-to-date knowledge of product and service changes.
• Cross-trained and backed up other customer service managers.
• Enhanced customer satisfaction by efficiently addressing and resolving service-related issues.
• Managed a team of service representatives, ensuring consistent delivery of high-quality assistance.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Assisted in the successful launch of new products/services through effective support strategies.
• Implemented new service strategies that resulted in reduced response times for customers.
• Boosted team morale and collaboration through effective communication strategies and team-building exercises during training sessions.

• Maintained customer records by updating account information.
• Implemented streamlined processes for handling member requests, reducing wait times and increasing overall satisfaction levels.
• Participated in regular team meetings to discuss strategy, performance metrics, and ways to improve branch efficiency.
• Assisted members with loan applications, explaining terms and conditions while guiding them through the process.
• Developed strong relationships with members, fostering trust and loyalty by providing exceptional customer service.
• Reduced wait times for customers through proficient multitasking and prioritization of tasks during peak hours.
• Maintained a balanced cash drawer, ensuring accuracy in daily cash handling and reconciliation procedures.
• Disbursed cash and checks accurately while maintaining security of cash drawers.
• Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
• Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
• Educated customers on use of banking website and mobile apps.
• Handled cash with high accuracy and took care to check bills for fraud.

Service Desk Team Leader:

• Maintained a clean and organized workspace, promoting a positive shopping experience for customers.
• Enhanced customer satisfaction by efficiently processing transactions and addressing inquiries.
• Streamlined checkout procedures for improved speed and accuracy in handling cash and credit payments.
• Assisted with merchandise restocking as needed, helping maintain optimal product availability on the sales floor.

Cash Office Officer:

• Balanced cash registers daily, ensuring accurate financial reporting and timely deposits.
• Quickly and accurately counted drawers at start and end of each shift.
• Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
• Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
• Maintained accurate cash balances by diligently counting currency, checks, and other negotiable instruments.

Deli Assistant:

• Greeted customers at counter to fulfill requests and answer questions.
• Precisely measured, weighed, sliced, and packaged deli products according to customer requests while minimizing waste.
• Maintained a safe working environment by adhering to food safety guidelines and promptly addressing any hazards.
• Prevented food spoilage by monitoring dates, rotating stock, and following proper storage procedures.
• Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
• Provided an enjoyable shopping experience for customers by engaging in friendly conversations while efficiently preparing their orders.
• Assisted in training new employees on proper deli procedures, ensuring consistent quality across the team.
• Kept kitchen, counter and dining areas cleaned and sanitized.