Amy Rocha
Universal Branch Representative
Pasadena
Summary
Goal-driven banking professional well-versed in managing diverse customer needs with speed and efficiency. Maximizing member satisfaction and revenue through hands-on service and support, knowledgeable product recommendations and excellent communication skills. Competent in setting up services, transferring funds and helping with complex transactions. Exceptional at meeting team goals and keeping audits up to date. Positive and upbeat with strong communication and problem-solving abilities.
Overview
10
10
years of professional experience
Work History
Universal Branch Representative
GCEFCU
4 2018 - Current
- Handled shipping and receiving functions for branch.
- Functioned well in high-paced and stressful environment.
- Determined customer requirements and expectations to recommend specific products and solutions.
- Maintained friendly and professional customer interactions.
- Executed wire transfers, stop payments and account transfers.
- Carried out day-day-day duties accurately and efficiently.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Maintained energy and enthusiasm in fast-paced environment.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Developed and maintained courteous and effective working relationships.
- Conducted various branch operations tasks such as balancing and replenishing ATM, ITM and shipment processing.
- Managed inventory by tracking and ordering bank supplies, equipment and documents.
- Onboarding new members and providing a warm welcome to ensure they have a positive first experience.
- Provided constructive feedback and diligently followed through on it.
- Trained and developed team members.
Call Center Representative
GCEFCU
04.2017 - 04.2018
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers on current promotions, upgrades or new offerings available under current plan.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
Teller
GCEFCU
02.2015 - 04.2016
- Processed customer transactions promptly, minimizing wait times.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Educated customers on use of banking website and mobile apps.
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Stocked supplies for customers and personal teller station.
- Reconciled cash drawer and resolved discrepancies.
- Assisted tellers in cashing checks by verifying signatures and amounts.
- Executed various customer transactions, including deposits, withdrawals and money orders.
Hostess
Cheesecake Factory Inc
01.2014 - 02.2015
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Watched dining area staff to evaluate server loads and calculate accurate wait times.
- Cultivated positive guest relations by managing information and orchestrating speedy seating.
- Supervised server balance and monitored table turnover to accurately seat customers.
- Documented reservations, alerted servers and managers of large groups and prepared seating.
Education
High School Diploma -
Pasadena High School
Pasadena, TXSkills
Task Prioritization
Information Processing
Account Services
Verbal and Written Communication
Relationship Building
Data Security and Validation
Honest and Ethical
Customer Service
Problem Solving
Online Onboarding
Pleasant and Personable
Outlook, Excel, & Word
Timeline
Call Center Representative
GCEFCU
04.2017 - 04.2018
Teller
GCEFCU
02.2015 - 04.2016
Hostess
Cheesecake Factory Inc
01.2014 - 02.2015
Universal Branch Representative
GCEFCU
4 2018 - Current
High School Diploma -
Pasadena High School