NICOLE HESS

Shepherdsville, KY  40165
 [Send email to request phone number] 54.6022      	NicoleHess.KY@gmail.com

SUMMARY

Result-oriented Professional with over 20 years of experience in the Financial
Industry. A respected individual who was continuously recognized and promoted by
management. A motivated leader who demonstrates exceptional organization and
quality work within specified timeframes.  An effective communicator who
consistently exceeds all customer service goals and always maintains and enhances
the reputation of the company by providing ongoing training of new and current
employees.  A dedicated professional that seeks new challenges and thrives in
both team and individual environments.  


PROFESSIONAL EXPERIENCE

FIFTH THIRD BANK, Louisville KY 	2002 – 2009 

Customer Service Manager, Airport Bank Mart (02/2009 Position eliminated)  
	2008 – 2009 
•	Promoted quality customer relations with consistent professional handling of
all matters, including routine services, sales, and customer issues and their
resolution
•	Maintained and updated knowledge of Bank and government policies and related
updates
•	Consistently exceeded monthly Customer Service Satisfaction goals as well as
required audit scores
•	Audited the branch on a regular base with the need to finish with the given
deadline
•	Served as a liaison between Management and Customer Service Representatives by
setting sales goals and communicating updates to guidelines and changes to the
Market Strategy
•	Coached 3 Customer Service Representatives and developed techniques based on
their individual strengths and weaknesses to ensure success in their given sales
and Customer Service Satisfaction goals.
•	Coordinated and managed Customer Service Representatives (schedules, payroll,
training, coaching etc.)
•	Managed and audited the foreign currency and cash vault daily
  
Lead Customer Service Representative (part-time)	   2006 – 2007
•	Ensured the smooth operation of the Teller Line with 4 employees and
communicated between the Customer Service Manager and the Customer Service
Representatives. 
•	Trained New Hires within the companies guidelines constantly and demanded by
managers for training  the new employees based on the dedication and exceptional
success with the effective training
•	Consistently exceeded given monthly sales goals 
•	Managed cash vault daily

Customer Service Representative                                                 
              2002 – 2006            
•	Balanced cash drawer and exceeded set sales goals


SPARKASSE GOETTINGEN, Germany                                                 	 
            1989 – 2002 

Financial Center Manager	 2000 – 2002 

Assistant Financial Center Manager	 1998 – 2000 

Foreign Department Representative	1996 – 1998 	 

Personal Banker                           	                                     
                   1993 – 1996 

Customer Service Representative           	                                     
                1989 – 1993 




NICOLE HESS

Shepherdsville, KY  40165
 [Send email to request phone number] 54.6022      	NicoleHess.KY@gmail.com



EDUCATION 

Degree in Banking and Finance
Sparkassenakademie (School for professional Banking), Hannover /Germany




SPECIAL ABILITIES

Fluent in German
Notary Public



CERTIFICATIONS

Certified Trainer