Amanda Chapa
San Antonio,TX
Summary
Achieved consistent customer satisfaction and exceeded performance targets at Generations Federal Credit Union by leveraging exceptional customer service and precise transaction processing. Demonstrated strong work ethic and professionalism, significantly enhancing client rapport and trust. Skilled in cash management and empathetic customer interactions, ensuring compliance and financial accuracy. Enthusiastic candidate with extensive experience in customer service and cash handling at banks or money-lending institutes. Strong knowledge of offered banking services and products. Reliable and honest professional dedicated to meeting scorecard goals by processing high volumes of error-free transactions. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking professional experienced in field and ready for challenging assignments. Reliable in completing quality work and exceeding expectations.
Overview
14
14
years of professional experience
Work History
Fraud Operations Specialist
Citi Bank Corporate
San Antonio, TX
10.2024 - Current
- Performed research into current industry best practices for detecting, preventing, and mitigating financial crimes.
- Responded promptly to customer inquiries regarding fraudulent activity on their accounts.
- Identified fraud trends through detailed analysis of transaction data.
- Recommended changes in security protocols based on findings from investigations.
Teller
Frost Bank
03.2024 - Current
- 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.
Member Specialist
Generations Federal Credit Union
06.2023 - 01.2024
- Enhanced customer satisfaction by efficiently processing transactions and addressing inquiries.
- Exceeded performance targets consistently through diligent work ethic and attention to detail during transaction processing.
- Developed strong rapport with clients by actively listening to their concerns and providing helpful solutions tailored to their needs.
- Adhered to strict confidentiality guidelines when handling sensitive customer information, ensuring privacy protection at all times.
- Ensured accuracy of financial transactions, verifying identification and necessary documentation for withdrawals and deposits.
- Handled high volumes of transactions with precision, minimizing errors while maintaining excellent customer service standards.
Business Account Specialist
J.P Morgan Chase & CO
09.2021 - 03.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Teller
Wells Fargo Bank, N.A.
01.2016 - 09.2016
- 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.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
- Contributed to a positive work environment by demonstrating professionalism, courteousness, and a strong work ethic.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Educated customers on use of banking website and mobile apps.
Customer Service Representative
Farmers Insurance Agency
01.2011 - 03.2014
- Navigated multiple systems simultaneously for efficient information retrieval during live calls with customers.
- Educated customers about available services, promotions, or discounts; up-selling products when appropriate.
- Contributed to a positive work environment by actively participating in team meetings and sharing ideas for improvement.
- Provided product knowledge assistance to customers, guiding them towards informed purchasing decisions based on their specific needs.
- Consistently met or exceeded performance metrics including average handle time, first-call resolution rate, and adherence to schedule requirements.
Education
High School Diploma -
South San High School
San Antonio, TX06.2009
Skills
- Fraud detection
- Transaction analysis
- Risk assessment
- Data analysis
- Security protocols
- Customer service
Skills
Timeline
Fraud Operations Specialist
Citi Bank Corporate
10.2024 - Current
Teller
Frost Bank
03.2024 - Current
Member Specialist
Generations Federal Credit Union
06.2023 - 01.2024
Business Account Specialist
J.P Morgan Chase & CO
09.2021 - 03.2023
Teller
Wells Fargo Bank, N.A.
01.2016 - 09.2016
Customer Service Representative
Farmers Insurance Agency
01.2011 - 03.2014
High School Diploma -
South San High School