Shannon Luck
El Paso,TX
Summary
Results-driven customer Service bringing progressive background in multiple environments. Natural leader and problem-solver with exceptional skills in customer relations, administration and scheduling. Manages competing priorities with organized and resourceful approaches. Resourceful banking professional committed to delivering top-level service to high net worth client base. Skilled in client relationship management, conflict resolution, and leadership. Managed multiple accounts involving investments, cash funds and insurance products. Skilled in building bridges and cementing connections with business accounts to serve needs, strengthen loyalty and drive competitive growth. Successful at achieving sales objectives with consistency. Service-driven team player with record of providing high-quality support.
Overview
15
15
years of professional experience
Work History
Personal Banker
Armed Forces Bank
El Paso, TX
04.2021 - Current
- Helped clients plan for and fund retirements using mutual funds and other options to manage, customize and diversify portfolio.
- Networked to increase client base and encourage existing clients to expand financial portfolios.
- Promoted financial products by maintaining excellent service offering knowledge.
- Established new accounts for high net worth individuals and serviced existing accounts to maximize revenue.
- Created innovative financial solutions to meet customer needs and provide competitive edge.
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Conducted detailed financial reviews for business clients to sell appropriate products to fit clients needs.
- Achieved consistent recognition as top sales performer.
- Expanded client base by promoting new financial products.
- Worked closely with management to strategize sales techniques to increase branch production and customer services by 10%.
Digital Document Processor
Swiss Post Solutions
El Paso, TX
02.2021 - 10.2022
- Worked with internal staff to process documents and sent for closing.
- Provided assistance with inbound and outbound document processes, document sorting, logging and work order creation.
- Uploaded company procedures and policies to EDMS, routing for approval and training.
- Monitored and created control reporting to track performance of system and process integrity, vendors, internal workflows and SLAs.
- Developed and executed system implementation plans to permit integration of users and documentation for company mergers.
- Verified continuity among corporate and divisional work teams by documenting and communicating actions, irregularities and continuing needs.
- Identified areas of weakness and recommended or implemented process improvements.
- Assisted with document troubleshooting and recovery of corrupt documents and files.
Lead Supervisor
CVS Pharmacy
Henderson, NV
09.2018 - 01.2021
- Delivered superior customer service in every interaction and skillfully resolved conflicts.
- Forecasted department labor requirements and established accurate budgets to cover expected demands.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Supervised entire production process, from incoming materials and line preparation to quality assurance inspections and product shipping.
- Deployed corrective actions quickly to maintain strong quality standards and protect consumers.
- Helped deploy new products and processes by translating directives into effective policies for front-line workers.
- Educated workers about proper safety procedures to prevent accidents and injuries.
- Built, managed and coached insourced and outsourced teams.
- Learned every team members' role to offer skilled backup during shortages and high-volume periods.
- Monitored workshop work flow for over 50 employees.
- Utilized standard operating procedures, effective crew resource management, communication and procedures specified in company operation manual.
Vault Teller
Money Tree
Henderson, NV
02.2015 - 08.2018
- Trained new tellers in processes and procedures for financial institution, answering questions and providing guidance.
- Balanced staff and vault at end of day and secured monies in accordance with established procedures.
- Complied with internal controls and federal regulations by implementing different methods.
- Adhered to dual control processes and audited cash drawers to reduce losses due to accounting errors and employee theft.
- Assigned and distributed workflow to support efficient and effective front line operations.
- Maintained up-to-date and comprehensive knowledge on robbery procedures to employ strategies to deter robbers and further improve branch security.
- Notified manager of equipment malfunctions and dispatched service to enhance security and reduce downtime.
- Reconciled branch reports and general ledger accounts to identify unusual transactions, fraud and accounting errors.
- Answered customer questions and explained policies and procedures to solve problems and assist with complex transactions.
- Complied with security and internal control procedures and policies and conducted mandatory trainings to educate staff on new and existing processes.
- Performed vault, alarm and door duties to facilitate opening and closing of operations.
- Maintained, organized and stocked teller window areas.
- Investigated staff out-of-balance conditions and instituted corrective procedures.
Front Desk Receptionist
Family Clinic
Fort Drum, NY
10.2012 - 12.2014
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Explained details regarding property to acclimate patrons to resort environment.
- Contacted housekeeping staff and maintenance department immediately to resolve guest room issues.
- Entered customer data into room system and updated information when patrons changed rooms.
- Prepared weekly employee work schedules for team members.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Transcribed phone messages and relayed to appropriate personnel.
- Collected room deposits, fees and payments.
Loss Prevention Associate
AAFES Exchange
Mannheim, Germany
04.2008 - 08.2012
- Consulted with store managers on bases to perform loss investigations.
- Increased company understanding of loss control strategies through on-site client training seminars and implementation of new programs.
- Prepared reports for clients and underwriters regarding property loss features and recommendations for improvement and future needs.
- Provided loss control reporting for prospects and clients.
- Developed and launched on-site client training seminars to foster understanding and implementation of loss control strategies.
- Identified company resources, determined client risk factors and promoted solutions to establish solid client base.
- Worked with clients and risk management specialists to provide meaningful solutions that met client needs.
- Enhanced training processes for both clients and departments to increase overall functionality.
- Developed and presented training programs for clients and departments within company.
- Established solid client base by identifying company resources, determining client risk factors and promoting solutions that alleviated risk potential.
Education
High School Diploma -
Mannheim American High School
Mannheim, Germany06.2006
Skills
- Portfolio assessment
- Loans
- Financial advisement
- Financial product knowledge
- Reliable and Punctual
- Customer Service-Oriented
- Research and Data Analysis
- Priority management
- Business administration
- Inventory oversight
- Written Communication
- Data Entry
- Analytical and Critical Thinking
- Excellent Communication
- Teamwork and Collaboration
Accomplishments
- Supervised team of 20 staff members.
- Resolved product issue through consumer testing.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Cashier - Achieved highest Number of new credit accounts opened within one-month period.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Languages
German
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Personal Banker
Armed Forces Bank
04.2021 - Current
Digital Document Processor
Swiss Post Solutions
02.2021 - 10.2022
Lead Supervisor
CVS Pharmacy
09.2018 - 01.2021
Vault Teller
Money Tree
02.2015 - 08.2018
Front Desk Receptionist
Family Clinic
10.2012 - 12.2014
Loss Prevention Associate
AAFES Exchange
04.2008 - 08.2012
High School Diploma -
Mannheim American High School
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