Kziah Thompson
Richmond
Summary
Dedicated Universal Banker with proven expertise in customer service and problem-solving. Known for attention to detail and adaptability in managing financial transactions and resolving customer inquiries efficiently. Results-driven professional with experience in banking and customer service. Skilled in communication and collaboration, effectively resolving customer issues and enhancing service delivery. Eager to leverage strengths in a dynamic banking environment. Knowledgeable Universal Banker equipped to handle fast-paced banking work. Serves customers with expertise in business and personal banking. Highly proficient in handling teller work, setting up accounts and selling bank products. Versatile Teller knowledgeable about checking, savings and investment fund accounts and transactions. Skilled in assisting customers with accounts, transfers and banking product needs. Brings excellent communication skills combined with open and upbeat nature.
Overview
5
5
years of professional experience
4
4
Certifications
Work History
Universal Banker
Truist
Richmond
12.2024 - Current
- Assisted customers with account inquiries and transactions.
- Educated clients on banking products and services available at Truist.
- Conducted financial transactions, including deposits and withdrawals efficiently.
- Collaborated with team members to enhance customer service delivery.
- Managed cash drawer and balanced daily transactions accurately.
- Resolved customer issues promptly to improve satisfaction levels.
- Maintained knowledge of financial regulations and banking procedures consistently.
- Processed deposits, withdrawals, loan payments and other financial transactions.
- Opened new accounts for customers, including checking accounts, savings accounts and certificates of deposit.
- Explained banking products and services such as checking accounts, savings accounts, loans and credit cards to potential customers.
- Answered telephone inquiries regarding account balances, fees or general information.
- Verified customer identity through driver's license or other forms of identification.
- Advised customers on how to use mobile banking applications effectively.
- Assisted customers with online banking setup and troubleshooting issues.
- Conducted outbound calls to follow up on leads generated from marketing campaigns.
- Maintained records of customer interactions and transactions in accordance with bank policies.
- Attended weekly meetings with branch managers to discuss goals related to sales targets.
- Researched account discrepancies or errors identified during audits or reviews.
- Performed fraud prevention duties by monitoring suspicious activity on customer accounts.
- Managed escalations with polite service, knowledgeable support and unsurpassed professionalism to satisfy needs and protect bank reputation.
- Assisted customers by answering banking questions and recommending solutions.
Call Center Representative
Virginia Medicaid
Richmond
06.2022 - 12.2024
- Handled customer inquiries through phone and email communication.
- Resolved issues by providing accurate product and service information.
- Documented customer interactions in the customer relationship management system.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Navigated through computer systems to review information and respond appropriately to callers.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Offered resolutions to de-escalate calls and solve customer issues.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Attended regular training sessions on updates and changes within the industry or organization.
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
Sales Representative
Verizon
Richmond
01.2021 - 06.2022
- Provided excellent customer service in fast-paced retail environment.
- Assisted customers with selecting mobile devices and plans.
- Educated customers on device features and network options.
- Processed sales transactions accurately and efficiently.
- Collaborated with team members to maintain store appearance.
- Handled customer inquiries and resolved issues promptly.
- Managed inventory levels and restocked merchandise as needed.
- Participated in training sessions to enhance product knowledge.
- Answered inquiries from prospective customers regarding features of products and services offered.
- Developed customized sales techniques to successfully sell and upsell services to new and existing clients.
- Generated new sales leads through cold calling and networking activities.
- Analyzed customer feedback to improve products and services.
- Provided technical support for customers using the company's products or services.
Education
Real Estate
Moseley Real Estate School
Remote01-2026
High School Diploma -
Huguenot High
Richmond, VA06-2020
Skills
- Customer service
- Financial analysis
- Problem solving
- Team collaboration
- Sales strategies
- Conflict resolution
Certification
Financial Literacy Certificate
Timeline
Universal Banker
Truist
12.2024 - Current
Call Center Representative
Virginia Medicaid
06.2022 - 12.2024
Sales Representative
Verizon
01.2021 - 06.2022
Real Estate
Moseley Real Estate School
High School Diploma -
Huguenot High