MARESSA BANKS
Horn Lake
Summary
Professional Summary
Certified Nursing Assistant (CNA), U.S. Veteran, and experienced Banking Professional with a strong background in healthcare support, customer service, remote banking operations, documentation, records management, and client relations. Proven ability to handle sensitive information, maintain accuracy, resolve complex issues, and provide compassionate, high-quality service in fast-paced environments. Experienced in financial services, team leadership, compliance, and customer relationship management, with a commitment to professionalism, integrity, and exceptional care. Seeking an opportunity to utilize my healthcare training, military discipline, banking expertise, and strong interpersonal skills to make a positive impact within a dynamic organization.
Overview
12
12
years of professional experience
Work History
Remote Banking Specialists II
Capital One
05.2026 - Current
- Managed customer relationships by delivering personalized banking guidance and support through remote channels, enhancing customer loyalty. • Resolve escalated account concerns while ensuring accuracy, security, and regulatory compliance. • Educated customers on banking products, services, and self-service solutions, resulting in improved customer satisfaction and utilization. • Consistently meet performance goals related to quality, efficiency, and customer satisfaction.Assist customers with account servicing, transactions, and financial inquiries while providing exceptional remote banking support. • Identify customer needs and recommend appropriate banking solutions while maintaining compliance with policies and procedures. • Handle complex customer issues, research account concerns, and provide accurate resolutions in a timely manner. • Maintain customer confidentiality and deliver a high-quality digital banking experience.
- Resolved customer account inquiries through direct communication and assistance, ensuring timely and accurate resolutions.
- Assisted customers with account inquiries and product information.
- Processed transactions accurately using banking software tools.
- Educated clients on financial products and services available.
Supervisor
American Express Remote
04.2023 - 04.2026
- Led and supported a remote team by monitoring performance, providing coaching, and ensuring quality customer service standards were met.
• Assisted with escalated customer concerns while ensuring compliance with banking policies and procedures.
• Reviewed team metrics, provided feedback, and helped improve productivity and customer satisfaction. - Supervised team members to enhance customer service quality. in delivering exceptional customer service experiences.
- Monitored compliance with company policies during customer interactions. with company policies and procedures during service interactions.
- Provided feedback to improve processes and resolve customer issues promptly.
OnStar Advisor
Concentrix
Charlotte
01.2020 - 04.2023
- Delivered customer support through phone and digital channels, addressing inquiries and concerns effectively.
- Provide customer support via phone and digital channels.
- Documented interactions accurately while managing sensitive customer information to ensure confidentiality and compliance.
- Cultivated positive customer relationships through clear and professional communication, enhancing customer loyalty.
Customer Support Specialist
iQor
Memphis
03.2017 - 01.2020
- Provided support to customers via phone, email, and chat, ensuring timely resolution of inquiries.
- Troubleshot customer concerns, documented resolutions, and followed up to ensure satisfaction.
- Maintained accurate records and updated internal databases.
- Collaborated with team members to identify and implement strategies for enhancing customer experience.
Asset Protection Associate
Walmart
Horn Lake
12.2015 - 03.2017
- Enhanced store safety and security initiatives through proactive support.
- Analyzed trends and recommended corrective actions.
- Coordinated emergency responses and documented incidents to ensure compliance.
- Analyzed security trends and recommended corrective actions to mitigate risks.
Count Room Representative
Sam's Town Casino
Robinsonville
09.2014 - 12.2015
- Processed and verified large cash deposits, ensuring accuracy and compliance.
- Upheld accuracy and accountability standards, minimizing discrepancies.
- Prepared financial documentation and daily reports.
- Provided exceptional service to customers.
Education
Certified Nursing Assistant -
Superior Academy
Southaven, MSCNA -
Nursing Assistant Certificate -
Coahoma Community College
Clarksdale, MSHigh School Diploma -
Coahoma County High School
Clarksdale, MSSkills
- Banking Operations
- Customer Relationship Management
- Digital Banking Support
- Remote Customer Support
- Credit Card & Loan Support
- Regulatory Compliance
- Team LeadershipService Quality Control
- Escalation Management
- Service Quality Control
- Problem Solving
- Customer Retention
- Professional Communication
- Conflict Resolution
- Active listening
- Team Leadership
Certifications And Education
- Certified Nursing Assistant (CNA), State Certification Earned, 05/01/26
- Superior Academy, Southaven, MS, CNA Training Program, 02/01/26, 04/01/26
- Nursing Assistant Certificate, Coahoma Community College, Clarksdale, MS
- High School Diploma, Coahoma County High School, Clarksdale, MS
Timeline
Remote Banking Specialists II
Capital One
05.2026 - Current
Supervisor
American Express Remote
04.2023 - 04.2026
OnStar Advisor
Concentrix
01.2020 - 04.2023
Customer Support Specialist
iQor
03.2017 - 01.2020
Asset Protection Associate
Walmart
12.2015 - 03.2017
Count Room Representative
Sam's Town Casino
09.2014 - 12.2015
Certified Nursing Assistant -
Superior Academy
CNA -
Nursing Assistant Certificate -
Coahoma Community College
High School Diploma -
Coahoma County High School