Summary
Overview
Work History
Education
Skills
Timeline
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Kayla Miller

Indianapolis

Summary

Experienced with branch support operations, ensuring seamless client interactions and efficient processes. Utilizes strong problem-solving skills to address and resolve branch issues promptly. Knowledge of effective communication and operational management, contributing to overall branch success.

Overview

6
6
years of professional experience

Work History

Branch Support Specialist

PNC Bank
10.2023 - Current
  • Implemented process improvements that increased accuracy in transaction handling and documentation.
  • Assisted management in identifying operational challenges, contributing to strategic solutions and enhancements.
  • Maintained accurate records of branch activities, ensuring compliance with company policies and procedures.
  • Collaborated with cross-functional teams to support project initiatives and optimize resource allocation.
  • Provided ongoing support for software systems used in daily operations, enhancing user proficiency among staff.
  • Monitored branch work for completion and compliance.
  • Streamlined branch operations for improved efficiency by implementing new procedures and protocols.
  • Supported branch managers in achieving operational excellence by providing administrative assistance when needed.
  • Maintained strict compliance with banking regulations, protecting both the institution and its clients from potential risks.
  • Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
  • Collaborated with team members to share best practices and improve overall team performance in meeting targets.

Financial Analysis Support Specialist

PNC Bank
07.2020 - 10.2023
  • Supported decision-making processes by providing timely and accurate financial insights to management.
  • Maintained a strong understanding of industry trends, enabling proactive adjustments to company strategy as needed.
  • Trained new hires on relevant software applications and best practices within the finance team.
  • Implemented process improvements that increased efficiency in the finance department''s day-to-day operations.
  • Analyzed client financial needs to recommend tailored financial solutions.
  • Educated clients on investment options, enhancing their understanding of various products.
  • Maintained accurate records of client interactions and transactions for compliance purposes.
  • Enhanced customer satisfaction by delivering timely responses to inquiries and issues.
  • Conducted thorough risk assessments to minimize potential losses.
  • Increased revenue generation with the implementation of innovative sales techniques and relationship-building efforts.
  • Provided exceptional customer service, resolving complex issues quickly and effectively, resulting in high client satisfaction ratings.
  • Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.

Call Center Representative

PNC Bank
11.2019 - 07.2020
  • Managed inbound inquiries, ensuring prompt responses to boost satisfaction.
  • Trained new staff on operational procedures and customer service standards.
  • Monitored team metrics to pinpoint service delivery improvements.
  • Conducted weekly meetings to assess goals and encourage improvement culture.
  • Reduced wait times by efficiently managing call queues and urgent requests.
  • Enhanced first-call resolutions through effective resource utilization.
  • Delivered timely management feedback on inquiries and issues resolved.
  • Updated knowledge on products, services, policies, and regulations for accurate support.
  • Upheld data protection standards while managing customer information securely.
  • Surpassed performance metrics by addressing caller issues efficiently.


Education

Perry Meridian
Indianapolis, IN
05-2008

Skills

  • Branch operations
  • Regulatory compliance awareness
  • Conflict resolution
  • Loan processing
  • Financial product sales
  • Time management proficiency
  • Sales support expertise
  • Risk management principles
  • Problem-solving
  • Multitasking Abilities
  • Critical thinking
  • Decision-making

Timeline

Branch Support Specialist

PNC Bank
10.2023 - Current

Financial Analysis Support Specialist

PNC Bank
07.2020 - 10.2023

Call Center Representative

PNC Bank
11.2019 - 07.2020

Perry Meridian

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Kayla Miller