Anastasia Hill
Buffalo, NY
Summary
Passionate and Knowledgeable Retail Banking Coach (RBC). Proven ability to motivate individuals and teams, leading to significant performance improvements. Demonstrated effective communication and strategic planning skills in various coaching environments.
Dedicated retail banking coach and team lead with a strong focus on effective communication and problem solving.
Overview
15
15
years of professional experience
Work History
Retail Banking Coach (RBC)
Bank of America
2025.11 - Current
- Assist with resolving associate escalation and concerns.
- Complete call listening and coaching to assure accuracy in communication and efficiency in resolving concerns submitted by clients.
- Develop individualized coaching plans to enhance employee performance and engagement.
- Facilitate training sessions on financial products and services to promote team knowledge and competency.
- Collaborated with management to identify areas for improvement in customer service delivery.
- Analyzed team performance metrics, providing actionable insights to drive continuous improvement initiatives.
- Collaborated with other coaches to share best practices, techniques, and insights for overall program improvement.
Compliance and Risk Quality Assurance Team Lead
Bank of America
2024.09 - 2025.06
- Trained team members on best practices for quality assurance methodologies and tools.
- Focus on auditing Internal bank complaints submitted by clients to assure resolution is correctly provided.
- Maintain adherence to regulatory guidelines.
- Collaborated with cross-functional teams to identify and resolve quality issues in banking processes.
- Communicated directly with QA team to resolve user reported problems and questions
Client Service Representative
Bank of America
2017.05 - 2025.06
- Delivered exceptional customer service by addressing inquiries and resolving issues efficiently to preferred deposit and credit card clients.
- Educated clients on banking products and services, enhancing customer knowledge and satisfaction.
- Processed account transactions accurately, ensuring compliance with bank policies and procedures.
- Mentor new hires on the importance of empty and product knowledge and how to de-escalate difficult call interaction.
- Trained new staff on best practices in customer interaction and system navigation for optimal performance.
- Advocated for customer needs during team meetings, influencing enhancements in product offerings and services.
- Adapted quickly to changes in company policy or procedures while maintaining excellent service standards for existing clients.
Customer Service Representative
Capital Management Services
2016.02 - 2017.05
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high-volume inbound and outbound calls providing quality assurance and excellent customer service to banking clients while maintaining service quality and customer satisfaction.
- Collaborated with team members to improve response times on customer requests.
Domestic Operator
ASIG/Jetstream
2011.07 - 2013.09
- Dispatched pilots and coordinated with tower authorities to ensure compliance with internal audit standards.
- Operated ground support equipment to ensure timely aircraft servicing. Coordinated logistics for fueling operations, enhancing efficiency and safety compliance.
- Maintained strong relationships with airport authorities and vendors supporting efficient operations.
- Maintained a safe working environment by enforcing strict adherence to safety guidelines and protocols.
Education
GED -
ECC Adult Learning Center
389 Virginia St2010-06
Skills
- Microsoft word, onenote, and powerpoint proficient
- Effective communication verbal and written
- Group leadership
- Problem solving and decision making
- High attention to detail
- Leadership
- Personable and friendly Time management /prioritization
- Coaching techniques
- Coaching meetings
Timeline
Retail Banking Coach (RBC)
Bank of America
2025.11 - Current
Compliance and Risk Quality Assurance Team Lead
Bank of America
2024.09 - 2025.06
Client Service Representative
Bank of America
2017.05 - 2025.06
Customer Service Representative
Capital Management Services
2016.02 - 2017.05
Domestic Operator
ASIG/Jetstream
2011.07 - 2013.09
GED -
ECC Adult Learning Center