Gina Kaetzel
Lexington
Summary
Detail-oriented banking professional committed to security and customer satisfaction while achieving sales targets. Skilled in industry regulations and asset protection, with a strong track record as Lead Teller in managing team and customer expectations through clear goal-setting. Excels in fostering customer happiness through effective communication.
Overview
21
21
years of professional experience
Work History
Full time teller
Wells Fargo
Columbia
08.2025 - Current
- Processed customer transactions accurately and efficiently at a major financial institution.
- Received and processed customer transactions, including deposits, withdrawals, loan payments and other banking services.
- Handled cash management and balanced cash drawers daily for accuracy.
- Assisted customers with account inquiries and provided product information.
- Promoted bank services and products to enhance customer relationships.
- Educated customers on digital banking tools and resources for convenience.
- Addressed customer concerns promptly and resolved issues professionally.
- Maintained compliance with banking regulations and company policies consistently.
Lead Teller
Key Bank
Queensbury
11.2021 - 04.2025
- Managed cash inventory, ensuring accurate balancing of the vault and individual teller drawers daily.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Streamlined teller operations for increased accuracy and speed, minimizing wait times for customers.
- Increased customer satisfaction through efficient transaction management and prompt inquiry resolution.
- Managed daily bank operations by processing customer transactions and providing exceptional customer service.
- Provided exceptional customer service, resulting in increased loyalty among existing clients and referrals of new business opportunities from satisfied customers.
- Established rapport with new clients to increase satisfaction and loyalty.
- Built strong client relationships by providing personalized services tailored to individual financial needs.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Introduced customers to other bank team members to help meet financial needs.
- Boosted branch sales with proactive product recommendations based on customer needs.
- Increased product awareness by actively recommending credit cards and loans to meet customer needs.
- Elevated team morale by regularly recognizing outstanding individual achievements during staff meetings.
- Assisted in training new tellers to ensure a consistent level of excellent service across the team.
- Trained new hires on customer service policies and procedures.
- Mentored newly hired team members on appropriate responses to patron questions.
- Mentored junior tellers, fostering professional growth and improved performance within the team.
- Collaborated with other departments to resolve complex issues, enhancing the overall banking experience for clients.
- Improved overall branch performance by sharing best practices and collaborating with coworkers to address areas of opportunity for growth.
- Supported branch management in conducting audits, demonstrating attention to detail while verifying transactional records for accuracy.
- Maintained compliance with federal regulations and bank policies, mitigating risk exposure for the institution.
- Enforced compliance with bank regulations and policies to reduce financial risks.
- Prevented losses by identifying suspicious activities and escalating concerns according to bank policies and procedures.
- Recognized and prevented fraudulent activities and suspicious transactions.
- Monitored and verified suspicious activity on customer accounts.
- Identified potential needs through observation, questioning, and listening.
- Answered inquiries regarding checking and savings accounts and other related products.
- Facilitated financial transactions by executing wire transfers, stop payments, and account transfers.
- Counted, verified and handled bank deposits and armored car transactions.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Provided guidance to customers on using online banking and mobile banking applications effectively.
- Contributed to branch success through participation in local community events, promoting brand awareness, and attracting new clientele.
- Increased efficiency of transaction processing by utilizing technology advancements within the banking platform.
- Counted, verified and handled bank deposits and armored car transactions.
- Referred customers to other banking departments for specialized services.
- Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
- Monitored and verified suspicious activity on customer accounts.
- Performed account maintenance by closing out accounts and changing customer addresses.
Sales Manager
Staples
10.2020 - 10.2021
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Resolved customer issues to expedite deal closures and enhance client satisfaction.
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Coached employees on successful selling methods and facilitated cross-selling to increase revenue.
- Conducted team meetings to clarify goals and expectations, aligning team efforts with sales objectives.
Store Manager
Claire's
10.2017 - 10.2020
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Increased average transaction value by upselling products, promoting add-ons, and cross-selling complementary items.
- Coached employees on handling sales processes, resolving issues, and managing difficult customers to enhance service quality.
- Evaluated employee performance regularly, providing constructive feedback and recognizing outstanding achievements to support development.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Trained team members in successful strategies to meet operational and sales targets.
- Created employee schedules aligned with forecasted customer demand to ensure adequate coverage during peak times.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Assisted in recruiting, hiring and training of team members.
Assistant Manager Retail
Lane Bryant outlet
04.2010 - 10.2020
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained clean, safe, organized store environment, enhancing customer experience.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Increased sales through effective merchandising strategies and targeted promotions.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Developed strong working relationships with staff, fostering a positive work environment.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Created employee schedules to align coverage with forecasted demands.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
Office manager
Kore Construction
04.2005 - 02.2010
- Monitored financial transactions at front desk, ensuring accurate billing procedures and reducing discrepancies.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Conducted staff evaluations, providing constructive feedback to support professional growth.
- Cultivated relationships with local tourism partners to generate leads for potential visitors needing accommodations.
- Analyzed data related to administrative costs and spending trends to prepare budgets for personnel.
- Established strong relationships with local tourism partners, generating leads on potential visitors requiring accommodations.
Education
Ged -
Brentwood High School
United States of AmericaSkills
- Transaction Processing
- Payment Processing
- Cash handling
- Cash Register Operation
- Point of Sale Transactions
- Transaction Overrides
- Cash counting procedures
- Vault Security
- Check verification
- Cash shipment balancing
- Safe deposit management
- Identity Verification
- Customer Account Management
- Customer Account Support
- Relationship management
- Customer Referral Management
- Customer education
- Product recommendations
- Product upselling
- Sales Transaction Accuracy
- Operational Efficiency
- Regulatory Compliance
- Policy adherence
- Reliability and responsibility
- Team Leadership
- Team collaboration
- Coaching
- Training
- Customer Service Training
- Customer service excellence
- Customer Service
- Problem-Solving
- Complex problem-solving
- Issue Resolution
- Decision-Making
- Attention to Detail
- Attention to detail
- Goal-Oriented
- Security Procedures
- Risk Assessment Techniques
- Friendly
- Reliability and responsibility
- Team collaboration
- Customer service excellence
- Team Leadership
- Cash management
- Identity Verification
- Payment Processing
- Product sales
- Customer Account Management
- Customer service
- Compliance adherence
- Attention to detail
- Friendly
- Risk Assessment Techniques
Accomplishments
- Achieved Goal in Client Experience by completing an effective Action plan resulting in above goal metrics helping to achieve Red Key.
Timeline
Full time teller
Wells Fargo
08.2025 - Current
Lead Teller
Key Bank
11.2021 - 04.2025
Sales Manager
Staples
10.2020 - 10.2021
Store Manager
Claire's
10.2017 - 10.2020
Assistant Manager Retail
Lane Bryant outlet
04.2010 - 10.2020
Office manager
Kore Construction
04.2005 - 02.2010
Ged -
Brentwood High School