Aleshai Tapia
Salinas,CA
Summary
Dynamic customer service professional with extensive experience at PenFed Credit Union, excelling in client confidentiality and cross-selling bank products. Proven ability to enhance customer satisfaction through effective communication and problem-solving. Recognized for fostering teamwork and adaptability in fast-paced environments, ensuring seamless operations and strong client relationships. Bilingual in Spanish.
Overview
4
4
years of professional experience
Work History
Branch Support Representative
PenFed Credit Union
12.2022 - Current
- Provided exceptional customer service by addressing concerns promptly and professionally.
- Managed a diverse range of customer accounts, strengthening relationships through personalized assistance.
- Handled sensitive customer data with discretion while adhering to strict confidentiality guidelines set forth by the company.
- Maintained high levels of accuracy in handling financial transactions, minimizing errors and discrepancies.
- Coordinated with other departments for seamless communication, ensuring timely responses to customer concerns.
- Developed thorough understanding of bank products and services to provide accurate information to clients.
- Supported team members during peak periods or staff shortages, demonstrating adaptability under changing workload demands.
- Maintained friendly and professional customer interactions.
- Assisted customers with banking needs and inquiries.
- Educated customers on online banking and mobile banking applications.
- Executed wire transfers, stop payments and account transfers.
- Handled various accounting transactions.
- Cross-sold credit cards, loans and other bank products.
Customer Service Manager
Five Below
10.2021 - 04.2023
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Completed point of sale opening and closing procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
- Approved regular payroll submissions for employees.
- Reduced employee turnover by creating supportive work environment and recognizing outstanding performance.
Education
No Degree - Early Childhood Education
Monterey Peninsula College
Monterey, CA05-2030
High School Diploma -
North Salinas High School
Salinas, CA05-2020
Skills
- Branch operations
- Banking procedures
- Client confidentiality
- Account maintenance
- Cross-selling products
- Loan processing
- Positive attitude
- Teamwork and collaboration
- Problem-solving
- Reliable and responsible
- Multitasking
- Active listening
- Effective communication
- Cash handling and management
- Decision-making
- Customer Service-oriented
- Professionalism
- Bilingual in Spanish
- Transaction error identification
Timeline
Branch Support Representative
PenFed Credit Union
12.2022 - Current
Customer Service Manager
Five Below
10.2021 - 04.2023
No Degree - Early Childhood Education
Monterey Peninsula College
High School Diploma -
North Salinas High School
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