DENEISHA S. MALCOLM

(Customer Service Representative/ Acting Operation Officer)

• Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
• Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
• Improved customer satisfaction by efficiently processing transactions and addressing account inquiries.
• Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.

Customer Service Representative

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

FrontLine Western Union Agent

• Performed cash, card, and check transactions to complete customer purchases.
• Improved efficiency of money transfers by staying up-to-date on currency exchange rates and understanding regulatory requirements for international transactions.
• Maintained proper cash handling procedures to minimize discrepancies, ensuring the accuracy of all transactions processed.
• Contributed to overall branch success by actively participating in cross-functional initiatives, including marketing efforts and operational improvements.