Strive to providing excellent customer service by focusing my knowledge to educate customers with any inquiries regarding their electric bill and providing helpful tools to monitor and gauge their consumption.
Advocate excellent customer service and swiftly provide solutions
Ability to work efficiently and accurately in a fast-paced environment to meet deadlines
Ability to follow up with customers and staff to build rapport
Ability to work in a team environment to accomplish set goals
Able to handle difficult or tense situations to reach a positive resolution
Ability to complete a project from start to finish
Find creative solutions while following service guidelines
Ability to multi-task in a fast-paced environment
Identify any issues and concerns over the phone and provide an accurate resolution from start to finish
Excellent communicating with customers' both in an oral and written capacity in both English and Spanish
Efficiently interact with all levels of staff and customers
Understanding the importance of logging/notating a customers' interaction
12/2015 - CurrentSMUDSacramento, Ca
Customer Service Representative I
Provide exceptional customer service to all our SMUD customers over the phone.
Educate our customers on programs and discounts offered at SMUD that can help their homes be more energy efficient as well as decrease their monthly bills and overall usage.
Handle high conflict customers in stressful situations with courtesy and professionalism.
Negotiate bill payment and payment arrangements with customers keeping focus on both the customer and the organization.
Assisted Information Security Update their SharePoint site.
Analyzed and interpreted critical Information Security policy and procedure to include on SharePoint site.
Processed bill investigations when necessary based on customer needs.
Served as the SME in SharePoint and technological issues on the CCA team.
Created and updated the CES/CCA SharePoint site.
Create weekly Bulletins along with any job aids needed.
Greeted customers to facilitate services, determine service needs and accurately input orders into electronic systems.
Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
Consulted with customers to determine best methods to resolve service and billing issues.
Evaluated customer account information to assess current issues and determine potential solutions.
Worked with managers to develop service improvement initiatives.
04/2009 - 11/2016JP Morgan ChaseSacramento, CA
Managing critical operational metrics to minimize risks and losses, maintaining high standards for security and account opening activities.
Helping to ensure the entire branch staff is trained and follows policies and procedures and operating within the guidelines of Code of Conduct.
Coaching new tellers to handle customer request, questions and concerns, to establish long-term financial relationships.
Help tellers to accurately handle customer transactions and to provide great customer service.
Properly identify customers' concerns and issues over the phone and provide an efficient and accurate resolution.
Ensure that we are meeting the needs of the customers, based on customer traffic and branch hours, assisting with teller transactions and overrides.
Provide input on the Teller schedule, helping tellers make safe and simple referrals to bankers.
First point of contact for troubleshooting ATM malfunction and routine maintenance by replenishing cash, balance and process deposits.
Oversee the entire branch in the Branch Manager's absence, with a designated Banker to oversee the activities.
Capacity of logging/notate customers' interactions to facilitate with any future issues or concerns.
Conducted special service and account transactions for customers, including ordering checks and placing stop payment orders.
Met or exceeded sales goals by promoting bank products and services in every interaction.
Verified amounts and integrity of every check or funds transfer.
Maintained optimal financial controls by securing funds and making accurate transactions.
Kept teller window areas clean, organized and fully stocked.
Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
Offered to take on additional shifts during holidays and other busy periods to alleviate staffing shortages.
Handled cash transactions, balanced cash drawers, performed loan payments and issued cashier's checks.
Trained [Number] new associates in banking procedures in [Year].
Balanced bank's vault with over $[Number] in it daily.
Trained employees on cash drawer operation.
Balanced daily cash deposits and bank vault inventory with zero error rate.
Recommended additional products, services and benefits for customers.
Managed opening and closing times for the main branch.
Maintained confidentiality of bank records and client information.
Adhered to financial services security and audit procedures.
Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs, maintain accounts and open new accounts.
09/2007 - 08/2008Bank of AmericaElk Grove, CA
Primary responsibility is to process transactions accurately and efficiently in accordance with established policies and procedures.
Identify customer needs and refer financial products and services to consumer and small business customers.
Seeking to create an excellent customer experience by demonstrating core values.
Ensure regulatory requirements, such as Anti-Money Laundering and Bank Secrecy Act are adhered to.
Proactively identify and manage risk in every business, product, and service transaction leveraging the Risk Framework.
Understand and live the values that support our culture.