Abigail Garcia

Customer Service Professional and Team Leader combining excellent interpersonal and organizational skills with a demonstrated commitment to professional development and providing quality customer service. With 17 years in Banking and 25 years in Customer Service experience, successfully worked as a Branch Operations Manager, Call Center Representative, Team Lead Agent, Teller, Floating Teller, Head Teller, and Banking Operations. Fluent in English and Spanish, with an exceptional work ethic. Capabilities are not limited by industry or company type. Ambitious customer care executive with dedicated service contributing to the company's growth and profitability. Excellent communication skills, problem resolution, and positive customer experience. Flexible, decisive leader maintaining service, accountability, and training for fast-paced environments. Enthusiastic customer care executive committed to consistent growth while providing consumers superb care and resolution. Excellent verbal and written communication skills through multiple interfacing activities with varying clientele. Consistently exceed expectations by exploring customer requests and various ways to add value to customer care experience.

• Recognized with 7 “Passion IT” awards for providing 100% quality internal & external customer service at Sterling Financial.
• Achievement Award for Outstanding Accomplishments and Contributions in Bank Operations at Sterling Financial.
• Completed 1 year of Judge Bradley Leadership Course at Penn State, State College, PA. With Lanco Federal Credit Union.

• Handyside Plumbing, HVAC and Electrical, Etters, PA, 04/2023, Present, Customer Care Champion
• Goodyear Commercial Tire and Service Center, Harrisburg, PA, 11/2021, 04/2023, Office Manager, Along with the Office Administrator duties, I type and facilitate corrective actions., Approve Payroll Hours and Incentive pay., Dispatch road calls to Service Technicians., Create procedures for all office personnel and technicians., Conduct interviews, onboarding and process all required documentation (i.e., I-9, W9 and hiring packets) for new hires., Conduct annual MVR’s, DOT Physicals and update all required updated Driver’s License for all Delivery Drivers, Service Technicians and Sales Reps.
• Goodyear Commercial Tire and Service Center, Harrisburg, PA, 05/2020, 11/2021, Office Administrator, Responsible for processing daily reports., Dispatch road calls to Service Technicians., Process bank deposits and reconcile the previous daily cash report., Assist the Center Manager with maintaining inventory to meet location needs and apply identification labels on each part received., Ensure previous daily reports, Invoices, Delivery Receipts are filed in accordance with existing CTSC policy. Complete audits periodically on all Invoices and Delivery Receipts. Ensuring all documents are compliant with CTSC policies. Ensuring there are no missing Invoices and Delivery Receipts. Also, ensuring all Invoices and Delivery Receipts are completed properly minimizing Chargebacks and delays in payment for services rendered., Assist with drive-ups and provide Customer Service to all customers at the Service Counter., Check Open Transfers of tires between Centers using the Mainframe ensuring proper tags and tires match., Process Chargebacks and Rebills, Review Collection Reports daily. Contact customers advising of past due invoices via phone or mailing past due invoices., Monitor the Accounts Payable Detail Screen and ensure payments to Vendors and Casing Credit Checks are being issued in a timely manner., Process Purchase Orders and forward all POs and Invoices to the Purchase Order Department., Cross-sell Commercial Tire products to Local Book Customers., Monitor Fuel Card Charges weekly for suspicious or duplicate activity., Order Office Supplies, Assist Center Manager with daily Safety Huddles., Reconcile Cash Drawer Reports., Enter Time Sheet and Corrections., Submit and Enter Work Orders for Scrapped, Retread or Repair Needed Tires., Process FET and Sales Tax Screen by forwarding all properly completed documentation to the Tax Department.
• Lanco Federal Credit Union, Lancaster, PA, 07/2016, 02/2020, Debit Card Coordinator, Processed Debit card applications according to credit union policies and procedures., Researched and resolved errors and member inquiries regarding Debit card transactions, disputes and monetary adjustments., Conducted internal preliminary Debit Card Dispute investigation. Work with Law Enforcement to resolve and assist with police reports surrounding Debit Card Disputes., Processed credit card Fraud Packets from the Credit Unions credit card processor., Processed file maintenance requests such as name and address changes, international travel notifications, replacement cards, PIN requests, and requests to close accounts., Processed closing cards that have not been activated within established time limits or are inactive., Processed closed account notices to members who have abused debit card privileges., Maintained records on cards left in ATM machines and cards mailed to incorrect or recently changed addresses., Reviewed and served as advisor for authorizations that exceed established daily spending and ATM withdrawal limits on Debit cards. Monitor fraudulent events reported through ENFACT. Reviewed and followed through any outstanding cases., I was the Project Manager for the Credit Unions Debit Card Conversion. Converting from Fiserv to PSCU., As Lead Subject Matter Expert, I was the lead trainer for the Credit Union’s Core Conversion to Episys. Created training manuals, scheduled training for both Operations Staff and Branch Staff., Provided backup support for all Operations duties.
• Lanco Federal Credit Union, Lancaster, PA, 06/2017, 01/2019, Call Center Representative, Served membership by providing service and information to members in an efficient and professional manner via telephone or correspondence., Continually checked member service voicemails, reply to Virtual Branch emails, handle complaints regarding member accounts., Processed all online INMO applications for new credit union accounts. Decision based on Chex Systems account inquiries to establish accounts for potential members. Process the ACH deposits into the new member's account., Completed first contact/courtesy calls for members applying loan applications and obtain information required for the Loan department to proceed with underwriting., Assisted members with basic questions regarding their loans., Managed and completed Monthly and Daily Debit Card Inventory Log and Debit Card Inventory Log., Assisted members with loan questions for HELOC, HE Fixed, Personal and Auto loan and assist member/non-member to make the right decision when applying for a loan with the credit union., Processed file maintenance requests such as name and address changes, international and domestic travel notifications, print replacement cards, PIN requests and requests to close accounts., Processed semi-annual closing cards report that have not been activated within established limits or are inactive., Conducted end of month Kasasa Rewards files and communicated with OnCu with transfer of files and complete the Kasasa mass email through BancVue., Completed the following monthly reports: Inactive Bill Pay, Hang Ten Contribution, Dormant Account Reports, No Forwarding Reports, Closed Accounts, CD Maturity Advice and Debit Card Reissue Report., Assisted members with Online Banking and Bill Pay questions. Conduct stop payment via Bill Pay., Assisted the CFO with completing monthly Rate Survey, Opened and Closed CD’s that have matured or early CD withdrawal, maintain renewals, Conducted annual and quarterly Overdraft Privilege mailing report and forwarded it to the Marketing Manager., Completed the JMFA daily report., Served as a back-up for the ACH Coordinator and assisted with positing Payroll for business and consumer members., Maintained the Virtual/Billing Tree Payment website and processed Credit Card and check payments to member loans., Maintained the Obituary log daily., Completed Virtual Branch address changes daily., Completed company invoices from both the CEO and CFO. Issue Cashier’s Check to pay invoices., Monitored Mobile Check Deposit within Banno., Completed Lanco Credit Card reorders. Update member information within Vantiv. Close and freeze Lanco Visa Credit Cards., Handled returned mail and email by mailing Returned Mail/Email notification letters to members.
• Lanco Federal Credit Union, Lancaster, PA, 07/2016, 06/2017, Head Teller, Managed all daily functions of teller line by scheduling, assigning work, answering questions, solving problems, helping with complex transactions and sensitive member relation problems., Maintained an adequate supply of cash and coins, money orders, cashier checks, gift cards and stamps., Maintained a highly motivated and well-trained teller staff, maintaining effective employee relations., Ensured that staff are trained and cross-trained in all phases of their jobs to ensure the delivery of quality service to members and to ensure accuracy in transactions., Assisted staff or members in solving escalated member problems or complex questions., Approved member exceptions and authorize service fee refunds to members when deemed necessary., Served as vault teller for the credit union, including placing adequate cash orders for branch operation, verifying cash received, filling teller cash orders, maintaining full vault security and balancing cash daily., Investigated teller losses and institute corrective flow of work and/or corrective disciplinary action when required., Performed all teller functions to ensure appropriate member service was always maintained, Performed all procedures related to Safe Deposit Boxes. Assisted members accessing their boxes, opened and closed Safe Deposit boxes and maintenance on keys for boxes., Maintained comprehensive, up-to-date knowledge of all State and Federal regulations that are applicable to the transactions performed in the teller area., Ensured departmental staff adhered to all credit union policies and procedures within the teller area. Assisted with development; conducting monthly one-on-one with the staff, implementation and evaluation of departmental procedures. Held periodic staff meetings when necessary to ensure a smooth-running department., Evaluated the job performance of teller line staff to ensure quality of work and service to members., Monitored department activity and performance including volume, transactions, teller errors, teller sales and new accounts. Ensured profitable and sound business practices and a high quality of member service., Managed the security and safety of the department. Conducted monthly Robbery and Security meetings with staff to receive on-going training on security and robbery procedures., Created and maintained a cross-selling environment within the department.
• Santander Bank, N.A., Millersville, PA, 03/2014, 07/2016, Branch Operations Manager/Universal Operations Specialist, Responsible for ensuring operational integrity and compliance for the entire branch, including both sales and service functions., Supported the Platform and ensured Platform Team Members adhere to operation policies and procedures., Responsible for total customer satisfaction by meeting all the financial needs of the customer: product, servicing, and transactional. Identified the financial needs of the customer at the transaction window, at the platform desk, or within the branch lobby., Met all assigned sales, customer service, and sales activity goals by executing a model branch day schedule that included outbound phone contact to customers and prospects, in branch and out of branch sales activities, as well as other sales activities., Following the company's service behaviors and structured sales process; acquires and maintained customer relationships over the entire lifecycle of the customer., Was responsible to ensure error free and accurate completion of all customer requests including. account openings, loan applications, servicing requests, loan closings, and routine bank transactions., In all customer interactions responsible for developing and deepening customer relationships by providing outstanding customer service following specific service behaviors, demonstrating ownership and resolving customer problems efficiently, and by turning servicing requests and routine transactions into sales opportunities, Branch expert regarding bank policies, procedures, and compliance. Ensuring that the entire branch team supports and remained in compliance with all audits, security, and regulatory procedures. Processed all transactions accurately and handled cash effectively., Was responsible for effectively managing settlement and resolution of cash differences of the branch, escalated performance issues for management action. Handled operations responsibilities that included the vault cash, custodial responsibility for the branch's ATM, completing audits and other operational control measures., Partnered with the Branch Manager to ensure that that branch staff were mentored and effectively trained., Achieved satisfactory Customer Satisfaction scores as measured by the bank. Contributing to a satisfactory bank ranking in JD Powers survey., Demonstrated ownership of any customer problem or requests, following up to ensure effective resolution and customer satisfaction., Processed loan applications and closed loans according to bank operational guidelines., Was responsible for Operational Control Record/Sound Branch Operations Checklist management and the performance of the branch with Corporate Risk Audits, Branch Control Inspection and Regulatory Reviews., Effectively managed the Bank Secrecy Act., Successfully managed the execution of branch cash audits and other branch audits, Accurately processed transactions within balancing guidelines.
• Fulton Financial Corporation, East Petersburg, PA, 12/11, 02/2014, Direct Banking Center/Bilingual Service Representative, Responded to customer questions by utilizing resources and core system technologies to satisfy the customer's inquiry, via FiServ/Linx, Retail Loans, FFC Connect, MortgageServ, CL Plus., Knowledge of Demand Deposit Accounts to include multiple affiliate bank products, regional pricing promotions, courtesy overdraft and overdraft protection, electronic (ACH) credits/debits, account analysis, income tax documents and placed stop payments., Responded to inquiries on payment posting, lines of credit billing, escrow analysis, PMI, construction loans, delinquent loans, subordination, postponement payments, loan satisfaction documents, lien searches, notes, credit reports, insurance claims, forced placed insurance, and income tax documents., Provided accurate loan payoff information on all Installment loans, Lines of Credit, and Mortgage loans., Respond to incoming calls and emails in a multi-bank contact center, providing exceptional customer service and forging excellent relationships with both internal and external customers., Suggested and referred appropriate bank products to address the customers' needs., Aid in completion of consumer, commercial and mortgage payoffs for branches and customers., Provided bookkeeping functions and reconciliation of customer accounts., Assist with Online Banking and troubleshooted access problems., Process tickets for only LAB and FBNJ customers and placing memo debits and creditsholds via Aperio and Signature., Recorded Demand Deposit and Loan rates on the Banks VRU system in English and in Spanish for Fulton Bank, FNB, SNB and The Columbia Bank.
• Super-Dog Pet Food Company, Leola, PA, 04/09, 03/11, Inside Sales Representative, Obtained customer orders via phone, internet, fax and DLO. Maintained and grew specified order improvement methods., Entered all orders timely and accurately to ensure customer satisfaction. Met all assigned deadlines for daily assignments as well as other projects., Identified and resolved customer issues, product returns, past due billing questions and concerns and delivery issues., Promoted and sold all products assigned to increase product distribution and sales. Assisted in preparation of promotional literature, mailings and other related projects., Created and designed literature mailings for upcoming departmental sales and promotion by partnering with Marketing Executives., Met Monthly, Quarterly and Annually individual and departmental sales goal., Attended Monthly product knowledge training with manufacturer sales reps., Regularly report sales results and status of strategies to Marketing Executives, President and VP of Sales.
• Sterling Financial Corp. / Bank of Lancaster County, Lancaster, Pennsylvania, 07/03, 8/08, Customer Service Team Lead Agent, Responded to incoming calls and emails in a multi-bank contact center, providing exceptional customer service and forging excellent relationships with both internal and external customers., Suggested and referred appropriate bank products to address customers' needs., Aided in completion of consumer, commercial and mortgage payoffs for branches and customers., Provided bookkeeping functions and reconciliation of customer accounts., Assist with Online Banking. Trouble shooting access problems., Used computer systems to help guide internal and external customers while partnering with supporting departments, e.g., ATM, Mortgage, Consumer Loans, Treasury operations, Collection department and Security., Served as a Team Lead, supervised a call center consisting of 15 employees, created schedules for two Customer Service departments; located in Lancaster and Hanover., Mentored and coached supporting staff., Attended staff meetings, recorded minutes and updated departmental files., Monitored agent calls and provided constructive feedback., Provided positive encouragement for the team while maintaining open and honest communication., Interviewed potential new team members., Held each team member accountable for "getting things done” with quality results to avoid negative consequences and demonstrated behavior that is consistent with the company's core values., Communicated skillfully and effectively with all levels in the organization, employing various techniques for creating effective coaching sessions., Developed strong teams combining excellent morale and team spirit along with feelings of belonging and enjoyment., Collaborated in orienting and training of new team members., Assisted in developing a strong foundation for new staff by displaying the company's standards: Passion, Partnership, Preciseness, Proficiency and Professionalism., Designed personal and team member self-development and action plans., Served as a member of Online Banking Expert Team., Assisted in creation of reference guides for Sterling Online Banking and Bill Pay., Collaborated with a 3rd party bill pay vendor, SponsorCare., Partnered with Technology department in the creation of Spanish language automated telephone banking system scripts to better serve our Spanish-speaking customers.
• Bank of Lancaster County, Lancaster, Pennsylvania, 01/03, 12/04, Teller Customer Specialist, Interacted with customers to market bank products and services., Balanced cash drawer, maintaining accuracy of daily transactions and branch balancing., Provided bookkeeping functions and reconciliation of customer accounts., Ensured that tellers follow organization security guidelines., Utilized relationship management skills to acquire new customers and retain current customers., Supported retention of current customers by broadening and deepening relationships., Opened personal and business deposit accounts for customers, e.g., checking, savings, CD's, & IRA's., Assisted customers with loans, including home equity, personal, lines of credit & mobile home loans., Met sales objectives related to deposit and loan growth as well as customer development in alignment with the corporate vision, goals and standards., Processed ATM deposits as well as balanced the ATM on a weekly basis. Filled ATM weekly., Assisted with and opened Safe Deposit boxes., Issued Money Orders, Cashier's Checks and Certified Checks., Made appropriate changes to customer accounts as requested per customer., Referred bank products per customer needs e.g., Investments, Line of Credits, Online Banking and Mortgage/Consumer Loans., Assisted with weekly Brinks delivery., Issued surprise audits to ensure tellers were following proper money drawer limit.