Shatana Georges

driven Customer Service Representative (CSR) Lead with over 14 of experience in the banking and financial services industry. Proven track record of leading high-performing teams, improving customer satisfaction, ensuring regulatory compliance, and driving operational efficiency. Strong knowledge of banking products, financial regulations, and customer relationship management systems.

Customer Service Representative at Lee Health (2022-02)

• Assisted customers with account inquiries, transactions, and loan applications.
• Processed deposits, withdrawals, and wire transfers accurately.
• Identified cross-selling opportunities for credit cards and savings products.
• Maintained compliance with regulatory requirements and internal controls.
• Achieved top 10% performance ranking for customer satisfaction.

Customer Service Lead at MV Transportation (2018-02 – 2021-12)

• Supervise and mentor a team of 12 customer service representatives.
• Monitor daily operations to ensure compliance with banking regulations and internal policies.
• Resolve complex customer issues related to accounts, loans, and transactions.
• Improve customer satisfaction scores by 10 through service quality initiatives.
• Conduct training sessions on new financial products and system updates.
• Collaborate with compliance and risk departments to ensure adherence to KYC and AML standards.
• Analyze performance reports and implement improvement strategies.

CSR - Customer Service Representative at Sun Harvest Citrus (2016-01 – 2018-02)

• Greet customers entering.
• Assisted customers with a variety of fruits and vegetables product and services.
• Take customer payments transactions.
• Assisted in Inventory of supplies.
• Assisted in telemarketing calls to customers on existing purchases.

Server at Seminole Casino (2015-01 – 2016-01)

• Provide excellent customer services.
• Greet customers and present menus.
• Make suggestions based on their preferences.
• Take and serve food/drinks orders.
• Up-sell when appropriate.
• Arrange table settings.
• Always keep tables clean and tidy.
• Deliver checks and collect payments.

High school diploma – Woodbridge High School