Alanys Rodriguez Cherena
Summary
Experienced Customer Service Representative fluent in English and Spanish language. Professional employee dedicated to providing excellent service to current and new customers. Comfortable working in fast-paced environment attending to customer service needs including incoming calls, questions, issue resolution and order processing.
Overview
4
4
years of professional experience
Work History
Bilingual Customer Care Specialist
Security First Bank
08.2022 - Current
- Receives and processes customer financial transactions, including deposits, withdrawals and loan payments; transfers amount from customer accounts as directed
- Posts transactions to customer accounts and maintains customer records
- Welcomes customers and provides routine information concerning services and directs customers to appropriate department for specific information and service
- Assists customer inquiries over the phone
- Opens new accounts and account maintenance
- Supports customer online banking inquiries
- Reviews reports to ensure compliance with government regulations and bank policies are being met
- Processes ACH and wire transfers
- Promotes bank's services and makes referrals to other bank departments
- Performs other job-related duties as assigned
- Assist with due dates changes and deferments.
- Enhanced customer satisfaction by providing timely and accurate information in both English and Spanish languages.
- Managed escalated calls professionally, addressing concerns in the client''s preferred language to ensure satisfaction and swift resolution.
- Maintained high levels of professionalism when handling sensitive or confidential information from customers in both languages.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Provided language translation services for customer service inquiries.
Team Lead
Panera bread
02.2021 - Current
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Coached team members in techniques necessary to complete job tasks.
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Processed both cash and card purchases and returns.
- Trained team members on cash register operation and cash handling.
CSR|TELLER
EXCHANGE BANK
06.2022 - 08.2022
- Excellent customer service
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Processed customer transactions promptly, minimizing wait times.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
Host
Ollie and Hobbe's
11.2020 - 05.2021
- Handled high-pressure situations with composure, effectively managing large parties or unexpected events during busy shifts.
- Answered customer questions about hours, seating, and menu information.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Enhanced customer satisfaction by promptly greeting and seating guests upon arrival.
- Provided exceptional customer service by attentively listening to guest needs and promptly addressing any concerns or issues.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
Education
M.D. - Business Administration
Doane College
Crete, NE07.2027
Bachelor of Arts - International Economics
University of Puerto Rico
San Juan, PR01.2022
Skills
- Ability to work in diverse teams and communicate well with others
- Ability to work under pressure and with little supervision
- Excellent customer service skills
- Punctuality, organization, cleanliness, and honesty
- Able to manage challenging situations
- Great interpersonal and communication skills
- Excellent at multi tasking
- Strong verbal and written command of English and Spanish
- Proficient knowledge in MS Word, PowerPoint and Excel
- Bilingual (English/ Spanish)
- Cash handling
- Call center experience
References
Available upon request
Languages
Spanish
Native or Bilingual
Timeline
Bilingual Customer Care Specialist
Security First Bank
08.2022 - Current
CSR|TELLER
EXCHANGE BANK
06.2022 - 08.2022
Team Lead
Panera bread
02.2021 - Current
Host
Ollie and Hobbe's
11.2020 - 05.2021
M.D. - Business Administration
Doane College
Bachelor of Arts - International Economics
University of Puerto Rico
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