ANA ALVARADO
Houston
Summary
Banking professional successful at cross-selling bank products and services. Hardworking and outgoing team member versed in cash handling processes and management principles. Personable and ambitious Banker specializing in portfolio implementation and client services.
Customer service professional with strong background in delivering exceptional support and customer satisfaction in high-volume environments. Known for excellent communication skills and ability to resolve issues promptly. Highly collaborative and adaptable, ensuring team success and consistently meeting targets.
Overview
14
14
years of professional experience
Work History
Call Center Representative
Texas Bay Credit Union
Houston, TX
03.2025 - Current
- Resolved customer inquiries through effective communication and active listening techniques.
- 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.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
CLOSER
DRIVE AWAY AUTOS
Houston, US
10.2019 - 06.2024
- Maintained an organized filing system for all documents associated with each transaction.
- Provided guidance and assistance throughout the entire closing process from initial contact through post-closing follow up.
- Handled multiple distinct documents during closings while maintaining strict organization.
- Managed the entire closing process from start to finish ensuring a smooth transition from one party to another.
- Analyzed financial statements for accuracy prior to closing on properties.
- Collaborated with team members to resolve any issues that arose during the closing process.
ACCOUNTS PAYABLE
MOBILEASE
Houston, US
09.2015 - 10.2019
- Created daily and weekly cash reports for accounting management.
- Posted receipts to appropriate general ledger accounts.
- Reconciled vendor statements and handled payment complaints or discrepancies.
- Balanced monthly general ledger accounts to accurately record cost and month end accruals.
- Supervised invoice processing, purchase orders, expense reports, credit memos and payment transactions.
BRANCH SUPERVISOR
FIRST NATIONAL BANK TEXAS
Houston, US
07.2012 - 10.2015
- Assessed clients' financial situations to develop strategic financial planning solutions.
- Establish new clients, deepen customer relationships and delivering results.
- Reviewed and edited loan agreements to ensure accuracy.
- Created strategies to develop and expand existing customer sales, which resulted in a 20% increase in annual sales.
- Complied with regulatory requirements including Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
Education
Associate of Science - Business Management
HCC
HoustonSkills
- Goal-oriented
- High level of accuracy
- Compliance, banking laws and regulations
- Time management
- Problem Solving
- Savvy relationship-builder
- Spanish speaking
- Organizational Skills
- Data entry
- Customer service
- Call center customer service
- Resolving issues
- Inbound phone calls
- Call control
- Answering questions
Timeline
Call Center Representative
Texas Bay Credit Union
03.2025 - Current
CLOSER
DRIVE AWAY AUTOS
10.2019 - 06.2024
ACCOUNTS PAYABLE
MOBILEASE
09.2015 - 10.2019
BRANCH SUPERVISOR
FIRST NATIONAL BANK TEXAS
07.2012 - 10.2015
Associate of Science - Business Management
HCC