Nancy Torres
Saint Cloud,FL
Summary
Dynamic professional with proven expertise in customer service and financial operations, notably at Orlando Federal Credit Union. Excelled in client needs assessment and customer complaint resolution, enhancing satisfaction and operational efficiency. Skilled in Microsoft Office and adept at fostering client relationships through exceptional written and oral communication. Achieved high satisfaction ratings by prioritizing client trust and confidentiality.
Overview
12
12
years of professional experience
Work History
Bank Teller
Orlando Federal Credit Union
02.2024 - Current
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Processed customer transactions promptly, minimizing wait times.
- Resolved customer issues promptly, fostering positive relationships between the bank and its clients.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Improved customer satisfaction by efficiently processing transactions and addressing account inquiries.
Bank Teller
ADDITION BANK
09.2021 - 02.2024
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
Call Center Representative
SunTrust
09.2019 - 09.2021
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Call Center Customer Service Representative
Beneficial Bank
01.2016 - 08.2019
- Responded to customer comments and questions via LiveChat during shifts.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Answered over 100 calls per shift to meet fast-paced call center demands.
- Detailed payment options and transferred customers to billing department for payment or further questions regarding bill.
- Educated customers on current promotions, upgrades or new offerings available under current plan.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded proactively and positively to rapid change.
Bank Teller
PNC Bank
05.2013 - 12.2016
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Educated customers on use of banking website and mobile apps.
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Counted and packaged currency and coins.
- Reconciled cash drawer and resolved discrepancies.
- Processed customer transactions promptly, minimizing wait times.
- Answered telephone inquiries on banking products, including checking, savings, loans and lines of credit.
Education
High School Diploma -
Kensington Creative & Performing Arts High School
Philadelphia, PASkills
- Scheduling
- Client Needs Assessment
- Sales Goals
- Invoice Processing
- Customer Complaint Resolution
- Call Volume Analysis
- Customer Accounts Management
- Documentation and reporting
- Microsoft Office
- Written and oral communication
- Call center operations
- Fluent bilingualism-English/Spanish
Timeline
Bank Teller
Orlando Federal Credit Union
02.2024 - Current
Bank Teller
ADDITION BANK
09.2021 - 02.2024
Call Center Representative
SunTrust
09.2019 - 09.2021
Call Center Customer Service Representative
Beneficial Bank
01.2016 - 08.2019
Bank Teller
PNC Bank
05.2013 - 12.2016
High School Diploma -
Kensington Creative & Performing Arts High School
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