Quality focused professional with 12 years of customer service experience, committed to approaching administrative tasks with tenacity, integrity and attention to detail.
Skills
Data Entry
POS systems expert
Bilingual in English/Spanish
People-Oriented
Multi-task
10-key
Exceptional communication skills
MS Windows proficient
History research
Payment processing
Teamwork
Call center experience
Work History
Member Service Representative, 12/2019 to 02/2020 Chelco – Niceville, FL,
Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
Assisted members with correcting account, service and system issues by educating on required forms and technical processes.
Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Maintained accurate and current customer account data with manual forms processing and digital information updates.
Recommended specific products and services in alignment with individual needs, requirements, and specifications.
Followed up with customers regularly via phone and email to obtain payments and schedule services.
Maintained clean, organized and well-stocked member service area.
Part of our Virtual Staff: helped members via ITM’s, reviewed ATM, Mobile deposits, approved Remote Capture Deposit requests, helped members sign up for Online Banking, processed the Pay Traces, Back Office Operations
Recommended specific products and services in alignment with individual needs, requirements and specifications.
Learned all internal systems and related service role duties to provide skilled team backup in handling customer demands.
Kept administrative records current and accurate to promote efficiency and team effectiveness in all interactions.
Lead Teller, 04/2014 to 02/2019 Wesbanco – Versailles, KY,
Executed customer transactions thoroughly, including in branch deposits, withdrawals, money orders/ certified checks, CoinStar machine vouchers, wire transfers, stop payments, cash advances on VISA cards, processed mail/night drop deposits & loan payments, opened new member accounts, input loan applications, collected paperwork for disputes on members accounts
Developed reputation as an efficient service provider with high levels of accuracy while providing great customer service
Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently
Earned management trust by serving as key holder
Answered an average of calls per day by addressing customer inquiries, solving problems and providing new product information
Helped train new tellers & call center representatives
Packaged & shipped currency to Federal Reserves, received incoming currency/ coin
Helped distribute employee notices and mail to the corresponding department inbox's, processed outgoing mail (certified mail)
Organized, stocked and maintained the teller window area
Assisted in creating Member Services Procedures, copied, logged, scanned supporting documentation and verified adhoc reports.Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services
Completed special procedures for customers such as ordering new checks, stopping payments or investigating identity theft
Monitored customer behaviors and upheld strict protocols to prevent theft of assets
Promoted products or services to each customer to consistently achieve sales targets
Completed highly accurate, high-volume money counts via both manual and machine-driven approaches
Checked amount details and fraud markers for transaction papers such as checks and money orders
Upheld strict financial controls by keeping funds secure and accurately transferring money
Coordinated daily cash reconciliation in high-volume location
Identified sales opportunities and referred customers to branch partners in financial services
Executed customer transactions, including deposits, withdrawals, money orders and checks
Provided high level of customer service through friendly approach, strong professionalism and timely assistance with customer transactions
Answered telephone inquiries on banking products including checking, savings, loans and lines of credit, payments
Observed all procedures regarding financial and customer information to prevent possible breaches and data misuse
Customer Service Representative, 04/2010 to 04/2014 Dupont De Nemours Inc. – La Place, LA,
Educated customers about the brand to incite excitement about the company’s mission and values
Actively pursued personal learning and development opportunities
Answered customer telephone calls promptly and in an appropriate manner
Determined customer needs by asking relevant questions and listening actively to the responses
Effectively communicated with and supported sales, marketing and administrative teams on a daily basis
Perform sample collection, scheduled deliveries, pick-ups, including special and or emergency requests for customers and other locations
Carefully reviewed test results for accuracy
Created worksheets and logged samples correctly into the computerized tracking system
Properly calibrated and adjusted malfunctioning equipment to ensure precise test results
Ordered supplies, obtained pricing and quotes, prepared purchase requests and maintained an organized expense log
Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns
Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
Responded to customer requests for products, services and company information
Communicated with vendors regarding back order availability, future inventory and special orders
Provided primary customer support to internal and external customers in fast-paced environment
Educated customers on promotions to enhance sales
Answered customer telephone calls promptly and in appropriate manner
Education
High School Diploma: , Expected in 2004 Marshall Fundamental School - Pasadena, CA GPA:
Graduated with a 3.8 GPA
in Progress: General Studies, Expected in California State University- Los Angeles - Los Angeles, Ca GPA:
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