Hi, I’m
Alexis Blanco
San Antonio,TX
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Summary
Banking professional with comprehensive experience in financial services and client management. Skilled in financial analysis, risk assessment, and regulatory compliance. Strong focus on team collaboration and consistently achieving results in fast-paced environments. Known for adaptability and reliability, with keen eye for detail and strong interpersonal skills.
Overview
19
years of professional experience
1
Certification
Work History
USAA
Banking Specialist
03.2023 - Current
Job overview
- Successfully resolved complex customer complaints, demonstrating empathy and professionalism throughout the process.
- Increased customer satisfaction by providing personalized banking solutions and exceptional service.
- Presented products and services to customers using in-depth knowledge to answer questions.
- Reduced processing errors by implementing strict quality control measures in daily operations.
- Investigated and resolved account issues by offering applicable options to customers.
- Implemented effective fraud detection measures that significantly reduced instances of financial crime within the institution.
- Assisted customers with banking needs and inquiries.
- Maintained friendly and professional customer interactions.
- Educated customers on online banking and mobile banking applications.
- Established rapport with new clients to increase satisfaction and loyalty.
- Monitored and verified suspicious activity on customer accounts.
- Performed account maintenance by closing out accounts and changing customer addresses.
TaskUs
Virtual Assistant
11.2021 - 05.2023
Job overview
- Work with Zendesk, Salesforce, Zoom, Google Chat and Slack
- Monitored emails, organized inbox, and prioritized messages for supervisor.
- Answered and screened calls to provide information, schedule appointments and take detailed messages.
- Facilitated smooth operations with proficient data entry and document management for various projects.
- Maintained a well-organized database system for improved information accessibility in daily operations.
- Completed business correspondence, transcription, and data entry.
- Elevated client experience by providing timely customer support via phone calls, emails, and live chat platforms. Managed multiple priorities effectively under tight deadlines while remaining detail-oriented throughout each task.
- Conferred with customers by telephone, chat or email to provide information. Enhanced client satisfaction by efficiently managing and organizing schedules, appointments, and travel arrangements.
- Ensured client deliverables were met on time by closely monitoring deadlines and coordinating task completion across teams.
- Upheld the highest standard of confidentiality when handling sensitive information related to clients'' personal or business affairs.
- Executed travel arrangements by researching and booking flights and accommodations.
- Promoted company values through consistent representation of brand voice in all written communications.
- Uploaded files for team use on Google Suite and SharePoint.
- Ordered gifts for clients for holidays and in recognition of special accomplishments.
- Adapted quickly to emerging technologies and software, staying ahead in providing versatile virtual assistance.
- Empowered clients to focus on core business areas by taking charge of administrative and routine tasks.
- Implemented proactive approach to problem-solving, addressing potential issues before they impacted workflow.
- Improved client engagement by creating and managing content on social media platforms, expanding online presence.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes. Managed filing system, entered data and completed other clerical tasks. Assisted coworkers and staff members with special tasks on daily basis.
- Liaised between clients and vendors and maintained effective lines of communication.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Managed approximately 50 incoming calls, emails, and chats from clients.
Accenture
Workflow Coordinator
06.2022 - 09.2022
Job overview
- Multiple navigation systems and programs Zendesk, Salesforce, MyHR tickets, Loop systems, CRM
- Interviewing candidates for job positions
- Scheduling first days for new hires
- Reviewing candidates applications
- Communicated with team members to enforce deadlines and quality standards.
- Enhanced team productivity by assigning tasks based on individual strengths and monitoring progress.
- Optimized resource allocation by analyzing workload data and forecasting future needs accurately.
- Provided training to new employees on workflow processes and software tools, boosting their performance levels quickly.
- Resolved workflow-related issues promptly, minimizing downtime and maintaining project momentum.
- Managed approximately 50-100 incoming calls, emails, and chats from clients.
Wells Fargo
Online Customer Service Representative
01.2018 - 01.2019
Job overview
- Maintained a high level of professionalism and composure during challenging interactions, leading to positive outcomes for both the customer and the company.
- Answered live online chats to give quick answers and solve problems faster.
- Responded to website and email inquiries within 1-2 business days to maintain customer satisfaction and generate positive reviews.
- Monitored customer feedback and performance indicators to identify areas for improvement.
- Promoted brand loyalty through exceptional service that went above and beyond customer expectations during each interaction.
- Demonstrated adaptability by remaining proficient in using multiple customer service software tools and adapting to new systems as necessary.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues through various online platforms.
- Managed multiple communication channels simultaneously to maximize productivity while maintaining a high level of accuracy in responses.
- Contributed to team success by consistently meeting or exceeding performance metrics for quality, productivity, and efficiency.
- Maintained up-to-date knowledge of company policies, procedures, and offerings to provide accurate information to customers at all times.
- Managed approximately 100-150 incoming calls, emails, and chats from clients.
Conduit Global
Chat Representative/Lead
08.2016 - 11.2018
Job overview
- Developed rapport with customers by actively listening to their concerns and empathizing with their situations.
- Provided constructive feedback during team meetings about potential improvements or challenges faced, contributing to the overall success of the customer service team.
- Collaborated with team members to ensure consistent and high-quality customer service across all channels.
- Streamlined processes for handling common inquiries, reducing overall response time and improving efficiency. Increased first-contact resolutions by carefully reviewing customer history before engaging in conversation.
- Maintained detailed records of customer interactions for reference in future support scenarios. Worked closely with other departments as needed, ensuring proper collaboration for successful issue resolution.
- Maintained up-to-date knowledge of company products, services, and policies to provide accurate information to customers. Handled high-volume chat interactions during peak hours while maintaining a professional demeanor at all times.
- Identified trends in customer issues and provided feedback to management for continuous improvement initiatives. Contribute to helping out on calls, chats to help the chat and call volumes.
- Utilized strong problem-solving skills to troubleshoot technical issues and provide solutions that met customer needs.
- Upheld strict confidentiality standards when handling sensitive personal information from customers during chats.
- Promoted additional products or services when appropriate, contributing to company revenue growth.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries via chat platform.
- Adapted communication style according to individual customer preferences, creating a tailored support experience.
- Participated in regular training sessions to stay current on industry best practices for effective communication techniques.
- Managed multiple chat windows simultaneously while ensuring each interaction received personalized attention.
- Met or exceeded performance metrics for response time, issue resolution, and customer satisfaction ratings regularly. Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Identified and resolved discrepancies and errors in customer accounts. Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Succeeded in coaching below average performers to become excellent performers by determining each individuals difficulty, developing an appropriate action plan, monitoring performance
- Oversee team schedule to make sure shifts are fully covered. Perform weekly and daily quality and productivity checks for all representatives on the team
- Helping agents with understanding and processing troubleshooting tickets through Zendesk
- Help agents understand empathy for customers issues, providing directions and ideas to help improve things. Data Entry for reports, QA scores of my team members
- Increased efficiency and team productivity by promoting operational best practices. Implemented and developed customer service training processes.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Contributed to a positive work environment by actively participating in team meetings and collaborating on group projects.
- Maintained detailed records of each interaction to ensure accurate reporting and follow-ups when necessary.
- Managed approximately 100-200 incoming calls, emails, and chats from clients.
Calling Solutions Inc
Customer Service Specialist
05.2014 - 05.2016
Job overview
- Resolving problems by clarifying issues with research, exploring options or alternative solutions
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
- Monitored quality assurance metrics regularly, identifying opportunities for personal growth and development within the role.
- Tracked customer interactions using CRM software, helping the team identify trends and areas of improvement in service delivery.
- Documentation of all interactions with customers, following standard operating procedures
- Contribute to helping out on calls, chats to help the chat and call volumes
- Became part of the escalations team and handled disputes or customer complaints and issues
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Cross-trained and provided backup support for organizational leadership.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Successfully maintained a positive, professional demeanor even during challenging customer interactions, serving as a role model for other chat support specialists and contributing to a positive team culture that prioritized excellent service delivery above all else.
- Supported coworkers during peak periods by managing overflow chats as needed to maintain optimal service levels for all customers served.
- Collaborated with team members to improve overall performance, sharing best practices and addressing challenges together.
- Handled sensitive customer situations with empathy and discretion while adhering strictly to company confidentiality policies regarding proprietary information dissemination protocols among authorized personnel only when absolutely necessary per established guidelines.
- Managed approximately 75+ incoming calls, emails, and chats from clients.
ABI Lawn Service
Receptionist/Office Assistant
01.2006 - 04.2014
Job overview
- Managed multi-line telephone system and greeted claimants during office visits.
- Provided exceptional customer service by addressing client concerns professionally and courteously, contributing to a welcoming atmosphere.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Maintained a clean and professional reception area by tidying up space regularly, ensuring an inviting atmosphere for clients and visitors alike.
- Confirmed appointments, communicated with clients, and updated client records.
- Handled sensitive information discreetly while performing administrative duties such as filing paperwork and processing payments.
- Supported administrative staff with daily tasks, resulting in increased productivity and a well-organized work environment.
- Ensured accurate recordkeeping of financial transactions by reconciling invoices and preparing expense reports for management review regularly.
- Corresponded with clients through email, telephone, or postal mail.
Education
Continental AcademySan Antonio, TX
High School Diploma from General Studies
10.2008
Skills
- Extensive Customer Support Experience
- Call Center Experience
- Accurate Data Entry
- Efficient Scheduling
- Data Entry Accuracy
- Extensive Microsoft Office Experience
- Professional Phone Communication
- Administrative Proficiency
- Typing/10 key typing (10 years)
- Zendesk (5 years)
- Live chat (4 years)
- EMR System
- Zendesk
- Salesforce
Certification
Driver's License
Availability
See my work availability
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Work Preference
Work Type
Part TimeFull TimeWork Location
RemoteHybridImportant To Me
Work-life balanceWork from home optionPersonal development programsFlexible work hoursCareer advancement4-day work weekTimeline
Banking Specialist
USAA
03.2023 - Current
Workflow Coordinator
Accenture
06.2022 - 09.2022
Virtual Assistant
TaskUs
11.2021 - 05.2023
Online Customer Service Representative
Wells Fargo
01.2018 - 01.2019
Chat Representative/Lead
Conduit Global
08.2016 - 11.2018
Customer Service Specialist
Calling Solutions Inc
05.2014 - 05.2016
Receptionist/Office Assistant
ABI Lawn Service
01.2006 - 04.2014
Continental Academy
High School Diploma from General Studies
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