Keonna Dawson
Hephzibah,GA
Summary
I would like to bring to your attention my solid background in banking and finance. Effective at building positive relationships with clients, achieving sales goals, maintaining quality control and my passion for excellent customer service.
Overview
12
12
years of professional experience
Work History
Relationship Banker
Bank of America
08.2022 - Current
- First point of contact for clients entering the financial center and providing an exceptional client care
experience, while managing lobby traffic, performing transactions and checking clients in to be assisted. Performed duties regarding maintenance and service in a platform office and also on the teller line processing cash/deposit
transactions. - Accomplished lowering the financial centers Risk Management (or loss control) percentage from 7% down to 4%,
within a 6 month period, by helping other platform teammates improve their detail orientation skills and identify, analyze and reduce the number of fraud items that come into the financial center. - Consistently leverage available resources, technologies and processes to optimize the client experience and deliver operational excellence and accuracy by adhering to established processes, laws, and regulatory guidelines in performing day-to-day activities.
- Effectively build and manage relationships with clients and colleagues using interpersonal skills and strong leadership abilities. Client Care survey scores have averaged 93% or better as an individual and has increased from 87.4% up to
92.5% as a financial center over a 3 month period. - Served as a Peer Mentor to acclimate and educate new employees, during their training period, to ensure full understanding of all operational tasks, processes and regulatory requirements for on-the-job training.
Community Expert (Supervisor)
T-Mobile
07.2013 - 04.2022
- Use strongly effective communication skills, both written and verbal, and professionalism to showcase ‘high-level' management skills. Develop my employees professionally and personally, using these same communication skills.
- A highly effective coaching and leadership method has aided me in being a successful leader, to
drive both Revenue and Quality metrics, for a direct team of 10 individuals. Using a proven
method of servitude and being customer-focused for satisfaction, my team has been recognized and awarded within the top 2% of the company for 3 years consecutively. I led my team successfully to deliver positive impacts to the business by increasing business revenue by 9% or more year over year for my region, while keeping a Net Promoter Score above 81 and Customer Satisfaction above 9.2. - I led that team to decreasing customer retention by 15%, between July 2021 and October 2021. Building data reports for analysis in coaching/feedback sessions helped me show my employees
how to take accountability towards achieving their performance development goals.
Education
Bachelor of Science - Business Management
Western Governors University
Salt Lake City, UT05-2026
Associate of Science - Business Management
Augusta Technical College
Augusta, GA05-2021
Skills
Analytical, Professional, Account audits, Banking, Financial services, Loss prevention, Loans, Creative thinking, Customer Service-oriented, Quality control measures, Strong attention to detail, Conflict resolution techniques, Document review
Timeline
Relationship Banker
Bank of America
08.2022 - Current
Community Expert (Supervisor)
T-Mobile
07.2013 - 04.2022
Bachelor of Science - Business Management
Western Governors University
Associate of Science - Business Management
Augusta Technical College
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