Ana M. Jimenez Reyes
6152 Shad Dr
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients
Overview
2
2
Languages
14
14
years of professional experience
Work History
Advanced Client Solutions Specialist
Bank of America
Fort Worth
02.2025 - 01.2026
- Resolved complex financial and fraud inquiries in inbound contact center, strengthening client relationships.
- Developed customized solutions for client requests, tailoring strategies to individual needs.
- Facilitated communication between clients and internal departments to ensure effective issue resolution.
- Assisted customers with banking product needs, including credit cards, CDs, checking, and savings accounts.
- Monitored and responded promptly to incoming emails and phone calls from customers.
- Provided knowledgeable service for online banking inquiries and account management.
- Promoted high customer satisfaction through effective problem resolution and friendly interactions.
Customer Success Specialist
Wells Fargo Bank, N.A.
Fort Worth
04.2016 - 02.2023
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Educated customers on best practices for using company's products and services.
- Mentored new employees on procedures and policies to maximize team performance.
- Provided technical assistance when troubleshooting system errors or malfunctions.
- Performed special services for customers, ordering bank cards and checks.
- Assisted customers with setting up online banking accounts, resetting passwords and navigating the website.
- Recognized by management for providing exceptional customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Facilitated communication between various departments in order resolve complex customer issues.
Sales Associate
Marshalls
Arecibo
04.2012 - 01.2016
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Opened and closed cash registers by counting money, separating charge slips and balancing drawers.
- Watched for and recognized security risks and thefts to prevent or handle situations.
- Collaborated with management teams to develop innovative marketing strategies.
- Trained new team members in cash register operation, stock procedures, and customer services.
Education
BBA - Marketing
Inter American University of Puerto Rico Arecibo
Arecibo, PR05-2015
Skills
- Bilingual Spanish Speaking
- Inbound and Outbound Calling Professional Skills
- Customer Relationship Management (CRM)
- Data Entry
- Microsoft Office Skills Related to Word, Excel, PowerPoint, Teams and Outlook
- Exceptional Problem-Solving Skills
- Multi-Task Management Of Various Systems
- Appointment Scheduling
- Positive and Professional
Languages
Spanish
Native/ Bilingual
English
Native/ Bilingual
Timeline
Advanced Client Solutions Specialist
Bank of America
02.2025 - 01.2026
Customer Success Specialist
Wells Fargo Bank, N.A.
04.2016 - 02.2023
Sales Associate
Marshalls
04.2012 - 01.2016
BBA - Marketing
Inter American University of Puerto Rico Arecibo