Tatiana Hendren
Colorado Springs
Summary
Dedicated banking industry professional with demonstrated strengths in customer service, time management and trend tracking. Good at troubleshooting banking problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals.
Results-driven administrative professional bringing progressive background in management environments. Natural leader and problem-solver with exceptional skills in customer relations, budget support and scheduling. Manage competing priorities with organized and resourceful approaches.
Overview
7
7
years of professional experience
Work History
Card Fraud Investigator
Ent Credit Union
07.2022 - Current
- Identified potential risks by conducting thorough investigations and analyzing transaction patterns.
- Streamlined investigation processes by developing efficient case management techniques, reducing time spent on each case without sacrificing accuracy or effectiveness.
- Assisted in the recovery of stolen assets by working closely with financial institutions and law enforcement personnel.
- Maintained a high level of confidentiality when handling sensitive information, protecting both company reputation and client privacy.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Enhanced internal communication by providing regular updates on current fraud trends and emerging threats.
Member Service Representative Sr
Ent Credit Union
01.2022 - 07.2022
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Contributed to branch sales goals by effectively cross-selling credit union products and services.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Handled cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
Branch Service Manager
Huntington National Bank
04.2021 - 01.2022
- Handled customers' complaints and questions with utmost professionalism to restore satisfaction and maintain loyalty to branch.
- Managed branch vault and cash supply to keep appropriate level of currency on hand.
- Processed customers' deposits, transfers and cash withdrawals.
- Built trusting relationships with members by offering sound financial advice and personalized service.
- Trained staff in bank products, operations procedures and successful sales strategies.
- Delivered quality service with remarkable efficiency by skillfully overseeing daily branch operations.
- Coached staff to improve efficiency and revenue with more effective procedures and approaches.
- Protected branch assets through security monitoring and effective assessment techniques at each customer contact point.
- Oversaw daily branch preparations to consistently open on-time and maintain readiness to serve customers' needs.
- Cross-sold products such as consumer loans by listening to customers and understanding needs and taught staff to implement similar processes in every interaction.
- Performed routine closings, maintained clean, accurate and accessible records and kept close eye on transaction updates throughout each quarter.
- Recruited, interviewed, hired and trained employees and implemented mentoring program to promote positive feedback and engagement.
- Prepared internal and regulatory financial reports, balance sheets and income statements.
Senior Contact Center Consultant
TCF Bank
11.2020 - 04.2021
- Engaged in learning and development opportunities to promote continued performance improvement.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
Branch Supervisor
TCF Bank
02.2018 - 11.2020
- Assisted front-line staff with handling difficulties, resolving problems and managing large transactions.
- Motivated, trained and disciplined employees to meet performance benchmarks.
- Assigned job roles and oversaw performance.
- Delivered product and service quality and inspired team members to reach and maintain department goals and objectives.
- Oversaw opening and closing of branch and monitored overdrafts, wire transfers, collections and stop payment orders.
- Mentored office employees on proper administrative procedures and how to use programs such as, keeping operations consistent and efficient for maximum performance.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Developed highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Led team meetings to share updates, discuss performance metrics, and set goals for improvement.
Relationship Banker
TCF Bank
10.2017 - 02.2018
- Processed customer requests for statements, ordering additional checks and updating customer personal information in database.
- Continually boosted branch production and revenue by consistently meeting all monthly and quarterly sales goals.
- Backed up teller team by handling needs of new and existing customers at main counter.
- Contacted customers as soon as issues arose to immediately find resolution before problem escalated.
Education
High School Diploma -
William J. Palmer High School
Colorado Springs, CO05.2017
Skills
- Relationship Building
- Customer Service
- Sales Support
- Critical Thinking
- Problem Anticipation and Resolution
- Decision Making
- Team Building Leadership
- Operational Reporting
- Risk Assessment
- Data Analysis
- Time Management
- Adaptable to Changing Conditions
Languages
Spanish
Native or Bilingual
Timeline
Card Fraud Investigator
Ent Credit Union
07.2022 - Current
Member Service Representative Sr
Ent Credit Union
01.2022 - 07.2022
Branch Service Manager
Huntington National Bank
04.2021 - 01.2022
Senior Contact Center Consultant
TCF Bank
11.2020 - 04.2021
Branch Supervisor
TCF Bank
02.2018 - 11.2020
Relationship Banker
TCF Bank
10.2017 - 02.2018
High School Diploma -
William J. Palmer High School
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