Andrea Vasquez
San Jose,CA
Summary
Highly efficient and empathetic customer service professional skilled in conflict resolution, operations, and customer relationship management. Exceptional communicator with a knack for problem-solving and adaptability. Proven track record of delivering positive outcomes and experiences for customers. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
14
14
years of professional experience
Work History
Financial Service Representative III (Floater)
KeyPoint Credit Union
San Jose, CA
09.2020 - 09.2023
- Acted as the covering supervisor at multiple locations when branch management was absent and was frequently assigned to work at other branches based on operational requirements and business needs
- In-branch support to help drive overall sales and reach goals of the organization
- Participated in monthly and quarterly audits to ensure branches are following correct operational procedures
- Takes responsibility and accountability in following all service standards set forth by the credit union
- Helps support members with their overall financial needs while providing exceptional and outstanding customer service
- Account and loan opening from beginning to end including different ancillary products, accounts, and loan types
- Assist members with credit and debit card disputes on DTS, escalating claims, reviewing suspicious activity via VISA CATS, or on DNA
- Creating daily lunch and break schedules on excel
- Training buddy system helping assist with onboarding new hire employees regarding the system, procedures, and overall responsibilities within their job roles
- Training and mentoring new hires, leading by example
- Sustained knowledge of all services, products, procedures, and compliance regulations by staying up to date with all changes within the policy and procedures
- Build and sustain member relationships through cross-selling, developing trust, and referring all services and products of the credit union to help meet member’s financial needs and goals, while always maintaining confidentiality
- Cash handling responsibilities
- Conducting all teller transactions
- Initiated and helped assist with personal projects, including data and audit clean-ups, development of job aids and tool guides for employee training, and thorough rate comparisons with other financial institutions
- Observed and reported day to day activities to upper management, sharing ideas and feedback to improve overall business.
Personal Banker II (Manager on Duty)
JPMorgan Chase
San Jose, CA
03.2016 - 09.2020
- Routinely makes phone calls on a day to day basis, following up with clients
- Provides direct Customer Service on a daily basis
- Continuously meets quarterly and daily call guidance, meeting held goals
- Handling the lobby, breaks, lunches, and making decisions to help improve overall business
- District mention for customer recognition, success stories and going above and beyond to reach weekly sales goals
- Assist with compliance audits
- Heavy involvement in special projects
- Constantly helping clients manage their finances, finding easy and convenient ways for them to access their everyday banking
- Mentoring new hires with training
- Working with our financial partners by referring different clientele
- Managing and assisting with any work orders, scheduling, shipment and cash handling in the absence of other management
- Organizing and filing confidential information and files
- Open and closing the branch
- Stay ahead in all monthly trainings that are given to sustain policies, procedures and legal information.
CO-Manager
G by Guess
San Jose, CA
06.2012 - 02.2016
- Customer service and Selling Manager, multitasking and maintaining a clean environment
- Constantly working with numbers and Microsoft excel
- Filing, organizing back/front room, making orders for store/office supplies and materials
- D.O.R (department of responsibility) Sales Lead/Customer Service
- Contributes to other D.O.R's such as LP (Loss Prevention), Operations, and Visuals
- Managing payroll, and Handling Conference calls when necessary
- Scanning, handling, and processing shipments
- Access to Opening/Closing store, counting money and getting change from bank
- Gathering money for store from bank
- Making impactful decisions to improve business
- Trusted in reporting any unnecessary behavior from others
- Tracking store budgets for P&L reports (profit and loss statements) to make sure store expenses are at a reasonable rate.
Sales Associate
Wet Seal
Santa Clara, CA
11.2009 - 11.2012
- Frequent multitasking and always upheld flexibility and composure when dealing with a range of customers
- Demonstrated positive/effective communication skills while maintaining a cleanly and professional environment
- Introduced to the general techniques of stocking/inventory and demonstrated an overall knowledge of sales floor operations/policies/procedures
- Contributed to increase sales while providing exceptional customer service.
Education
Associate in Arts Transfer – Communication Studies -
De Anza Community College
Cupertino, CA01.2024
Associate in Arts, Liberal Arts – Social and Behavioral Sciences Emphasis -
De Anza Community College
Cupertino, CA01.2013
High school diploma -
Gunderson High School
San Jose, CA01.2009
Undergraduate Bachelor of Arts Degree – Communication Studies -
San Jose State University
Bachelor of Arts - Communication Studies
San Jose State University
San Jose, CASkills
- Exceptional communication
- Customer service skills
- Strong verbal
- Written communication skills
- Interpersonal
- Intercultural communication abilities
- Effective communicator
- Diverse individuals
- Cultural backgrounds
- Skilled in building rapport
- Fostering positive relationships
- Across cultures
- Attentive
- Eager
- Adaptable learner
- Punctual
- Confident
- Proficient Typing skills
- Detailed oriented
- Proficiently adapting
- Diverse environments daily
- Ability to communicate effectively
- Multicultural environment
- Mature
- Reliable team player
- Willing to learn
- Build relationships
- Strong leadership skills
- Maintaining a positive role
- Team Leadership
- Improve
- Develop fellow colleagues
- Complaint Handling
- Customer Support
- Customer Relations
Community Service
Graduated twice from a community service program called Digital Connectors on June 4th and August 6th of 2008. Program provided me with the experience and tools to help assist in my community in the fast-paced digital world. Also did voluntary work for the program at Edenvale Branch Library, assisting customers with any questions on book search look ups on computers, as well as signing them up for library cards.
Hobbies and Interests
- High School Cheerleading where I maintained an exceptional GPA while in school and developed the character and necessary skills to work within a team and overcome the heaviest of obstacles.
- Recent Planet Fitness membership where I am continuously developing the tools required for any manual labor task that is presented.
Accomplishments
Throughout my career, I have consistently demonstrated a commitment to excellence, earning multiple recognitions for my dedication to customer service. At Chase Bank, I received several Customer Satisfaction Key Awards, while my focus on delivering exceptional service at KeyPoint Credit Union resulted in perfect 10/10 scores on member surveys. My ability to exceed expectations and adapt quickly was evident when I earned a Manager on Duty role within just six months of being hired as a Personal Banker at Chase Bank. Additionally, at KeyPoint Credit Union, I built strong rapport and trust with management, which led to being entrusted with overseeing branch operations in their absence, managing key back-end projects, and training new hires to ensure their success. My efforts have consistently been acknowledged in performance reviews, earning high praise in quarterly, semi-annual, and annual assessments. These accomplishments reflect my leadership skills, dedication to customer satisfaction, and proven ability to excel in any role.
References
References available upon request.
Timeline
Financial Service Representative III (Floater)
KeyPoint Credit Union
09.2020 - 09.2023
Personal Banker II (Manager on Duty)
JPMorgan Chase
03.2016 - 09.2020
CO-Manager
G by Guess
06.2012 - 02.2016
Sales Associate
Wet Seal
11.2009 - 11.2012
Associate in Arts Transfer – Communication Studies -
De Anza Community College
Associate in Arts, Liberal Arts – Social and Behavioral Sciences Emphasis -
De Anza Community College
High school diploma -
Gunderson High School
Undergraduate Bachelor of Arts Degree – Communication Studies -
San Jose State University
Bachelor of Arts - Communication Studies
San Jose State University
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