Monica Breyer
US Bank National Association
Colstrip
16
years of professional experience
Dedicated Retail Support Advisor with a proven track record in customer service. Experienced in resolving inquiries efficiently and enhancing team performance through effective training and mentoring. I enjoy working with a team and servicing my bankers on a day-to-day basis. I love my current role but looking to grow within the organization.
Work History
Retail Support Advisor II
16 Years 5 Months- Exemplified professionalism, integrity, and dedication as a mentor within the Retail Support Role.
- Offered constructive feedback on mentee progress, enabling them to refine their skills and enhance their potential.
- Promoted a growth mindset among mentees, encouraging them to view setbacks as opportunities for learning and growth.
- Resolved customer inquiries efficiently through active listening and problem-solving techniques.
- Managed high-volume incoming calls, ensuring accurate information delivery and customer satisfaction.
- Trained new team members on call center protocols and effective communication strategies.
- Helped large volume of bankers every day with positive attitude and focus on customer satisfaction.
- Handled escalated calls professionally while maintaining composure under pressure from distressed or dissatisfied customers.
- Participated in quality assurance activities such as reviewing recorded calls for compliance with company standards.
- Achieved personal performance goals through effective call management, prioritization, and time management.
- Recognized as a top performer received a Pinnacle nomination for my call survey and performance as a Retail Support Advisor.
- Increased first-call resolution rates by thoroughly understanding products and services offered and providing accurate information to customers leaning on the Source.
- Mentored new hires on best practices, policies, and procedures while providing ongoing guidance and support during their onboarding process.
Education
High School Diploma
No Degree - Accounting And Finance
Skills
Product knowledge
Customer service
Banker support
Active listening
Decision-making
Training and mentoring
Goal setting
Attention to detail
Multitasking
Teamwork and collaboration
Emotional intelligence
Empathy and understanding
Research
Interests
Passionate about balancing physical health with mental and emotional wellness.
Enjoy participating in Running for overall physical and mental well-being.
Timeline
Retail Support Advisor II
US Bank National Association
02.2010 - CurrentRead More
UNLV
No Degree from Accounting And Finance
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Lake Mead Christian Academy
High School Diploma
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