DINA M. BALL

The Bank of Bermuda/HSBC

05.1995 - 09.2006

Managed day-to-day business operations
Applied performance data for the purpose of evaluating and improving operations, targeting current business conditions, and forecasting needs of the business
Recruited, hired, and trained initial personnel, worked to determine key internal functions and outline scope of positions for new organization
Changed the working environment, reduced turnover through promoting employee development, recruiting appropriate candidates, and implementing new training practices
Aligned branding initiatives and sales strategies with client goals
Trained and motivated employees to perform daily business functions
Reconciled daily sales, returns and financial reports in QuickBooks
Assumed Lead role in creating standard procedures and an escalation policy for the customer support team to facilitate process improvement and problem-solving efforts
Created and organized schedules to accommodate changes in staff levels and expected workloads
Developed and maintained positive customer interactions and coordinated with team members to ensure requests and questions were handled accurately and correctly
Provided support to internal and external customers, offered advice and assistance to customers, giving special attention to the customer's specific needs
Extended consistent customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns

Overview