Summary
Overview
Work History
Education
Skills
Timeline
References
Generic

Maria Leone

Peabody

Summary

Dynamic customer service professional with over 12 years of experience in fast-paced financial, government, and client-facing environments. Expertise in managing high call volumes, resolving complex inquiries, and fostering strong client relationships. Proficient in de-escalating challenging situations, clearly explaining policies, and delivering effective solutions to enhance customer satisfaction. Recognized for exceptional communication skills, problem-solving abilities, and a collaborative, team-oriented approach.

Overview

12
12
years of professional experience

Work History

Teller

North Shore Bank
03.2024 - Current
  • Lead high-volume customer transactions with accuracy, balancing large cash drawers daily.
  • Conduct audits to ensure compliance with internal policies and federal regulations.
  • Train and mentor junior tellers, improving accuracy and customer service standards across the team.
  • Resolve escalated customer concerns, applying problem-solving and de-escalation techniques to maintain satisfaction.
  • Identify opportunities to cross-sell financial products, contributing to branch growth.

Teller

Digital Federal Credit Union
06.2022 - 03.2024
  • Assisted customers in-person and via phone with inquiries, account issues, and transactions.
  • Resolved escalated concerns quickly, maintaining a high customer satisfaction rating.
  • Trained and mentored staff on communication best practices and service standards.
  • Utilized banking software for transaction processing, ensuring data accuracy and security measures were upheld.

Call Center Customer Service Representative

Department of Revenue
04.2018 - 06.2022
  • Handled 50–70 inbound calls daily, providing accurate information on regulations, payments, and account statuses.
  • Resolved customer issues on first contact in majority of cases, improving satisfaction rates.
  • Explained complex policies clearly to customers, ensuring understanding and compliance.
  • Processed sensitive financial data and safeguarded confidential information.

Customer Service Representative

Mass Department of Transportation
02.2016 - 04.2018
  • Managed a mix of in-person and phone-based inquiries regarding licensing, titles, and registrations.
  • Assisted customers with complex issues, escalating only when necessary.
  • Provided detailed explanations of procedures, policies, and requirements to ensure compliance.

Senior Teller/ Customer Service Representative

East Boston Savings Bank
01.2014 - 02.2016
  • Handled a high volume of daily customer interactions, both in-person and over the phone.
  • Resolved account issues and recommended solutions, improving customer loyalty.
  • Supported compliance with federal/state banking regulations (BSA/AML).
  • Assisted in training new hires on customer interaction and problem resolution.

Education

High School Diploma -

Revere High School
Revere, MA
05-2007

Skills

  • Technical Skills: Microsoft Office, Data Entry, Record Maintenance
  • Customer Service & Operations: High Volume Call Handling- Inbound & Outbound Support, Conflict Resolution & De-escalation, Customer Retention & Satisfaction
  • Professional Strengths: Time Management, Attention to Detail, Communication, Multitasking

Timeline

Teller

North Shore Bank
03.2024 - Current

Teller

Digital Federal Credit Union
06.2022 - 03.2024

Call Center Customer Service Representative

Department of Revenue
04.2018 - 06.2022

Customer Service Representative

Mass Department of Transportation
02.2016 - 04.2018

Senior Teller/ Customer Service Representative

East Boston Savings Bank
01.2014 - 02.2016

High School Diploma -

Revere High School

References

References available upon request.

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Maria Leone