ANA HERNANDEZ
Wilmer,Tx
Summary
Professional customer service representative with over 3 years of relevant experience in a financial institution. Demonstrates excellent customer service, to ensure a quality guest experience. Effective communicator who is highly motivated and efficient team member with strong history of providing analytical support and operational assistance to advance teams responsibilities.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Connexus Resource Group
Remote
01.2024 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Updated account information to maintain customer records.
- Answered constant flow of customer calls with minimal wait times.
- Processed customer service orders promptly to increase customer satisfaction.
BANK TELLER
Commercial State Bank
01.2019 - 07.2022
- Assisted customers with banking needs and inquiries.
- Verified customer's identity and financial information before processing a transaction..
- Processed customer transactions promptly, minimizing wait times.
- Reconciled cash drawer and resolved discrepancies.
- Logged cashier's checks and other transactions to maintain accurate account records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Assisted customers with compromised debit cards and issued new credentials.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Followed up on customer complaints and provided solutions to enhance customer satisfaction.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Maintained friendly and professional customer interactions.
- Trained new hires on customer service policies and procedures.
PROOF OPERATOR
Commercial State Bank
07.2019 - 07.2022
- Electronically processed bank transactions using an automated system
- Maintain procedural standards assisting clients over the phone to promote effective and efficient customer service.
- Operated proof machine to list, sort and prove credits, debits and deposits.
- Detected out of balance transactions and followed implemented handling procedures.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates..
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Maintained accurate records of customer transactions in line with bank procedures.
- Monitored and reported suspicious activity in line with bank security policies.
Education
High School Graduate -
FERRIS HIGH SCHOOL
2019
Skills
- Fluent in Spanish and English
- Fraud Detection
- Ability to multi-task
- MS Office Proficient
- Multi-line phone proficient
- Effective problem solving
- Strong Sense of Banking Ethics
- Ability to adapt and learn
- Rapid 10-Key Data Entry
- Strong verbal/Written skills
- Inbound and Outbound calling
- Professional telephone demeanor
- Sorting and Labeling
- Cash Handling Expertise
- Customer Service
- Problem-solving abilities
- Call Center Operations
- Billing management
- Remote/Work from Home
Timeline
Customer Service Representative
Connexus Resource Group
01.2024 - Current
PROOF OPERATOR
Commercial State Bank
07.2019 - 07.2022
BANK TELLER
Commercial State Bank
01.2019 - 07.2022
High School Graduate -
FERRIS HIGH SCHOOL