Aneka Olague
Pittsburg,CA
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Bank of Stockton
Brentwood, CA
06.2024 - Current
- Ensure that the branch sales and service support the overall bank objective to provide superior service.
- Participates in branch sales and service programs to enhance the customer service experience.
- Meet referral goals as assigned.
- Create a professional and positive team environment in the branch by modeling appropriate behaviors.
- Assist customers by using policy and procedure knowledge to handle routine to more complex transactions and expectations.
- Process and audit branch transactions and processes, including vault/counting cash night drop, ATM procedures, and certifications.
- Process full range of routine to complex customer transactions (e.g., deposits withdrawals, traveler's checks, cashier checks, loan payments, savings bonds, change orders, etc.)
- Resolve routine to complex customer service issues.
- Perform Sales & Service Representative duties to assist with customer service.
- Open, maintain, and balance cash drawer on a daily basis.
- Maintain proper documentation for customer transactions (e.g., Currency Transaction Report)
- Refer customers to appropriate Bank personnel for additional Bank products and services.
- Perform a variety of branch clerical duties (e.g., filing, answering phones, opening and sorting mail)
- May be assigned primarily to specialized duties (e.g., exchange, merchant, vault)
- Serve as back-up for other branch responsibilities (e.g., new accounts, safe deposit, and vault)
GM/HBC Manager
Safeway
Walnut Creek, CA
01.2022 - 05.2024
- Plans GM daily operations, monitors production process following company procedures and profitability.
- Builds GM/BC displays, rotates and discards outdated or spoiled product. Ensures cleanliness of work area and department.
- Implements effective promotional and seasonal displays.
- Ability to follow and maintain department standards and requirements.
- Monitors employee productivity and evaluates overall performance.
- Schedules employees to ensure adequate coverage and service levels.
- Specific knowledge of duties performed by all department employees. Including but not limited to opening and closing duties.
- Schedules, supervises, trains, and assigns duties to department employees.
- Trains employees in store policies, sales, and record-keeping procedures.
- Controls inventory to ensure adequate product quantity, quality, and freshness, and maintains inventory levels according to division directives. Stocks and rotates product.
- Orders general merchandise product and maintains inventory levels according to Division directives. Supervises the processing of all reclamation, and maintains orderly and in-stock conditions in the backroom.
- Provide high-quality customer service. In accordance with our company's customer. Service standards, policies, and procedures.
- Greet customers and provide friendly, courteous, and efficient customer checkout service.
- Handle groceries of varying weights.
- Remove items from the top and bottom of the grocery cart when needed to assist customers. Enter produce and other codes into the register.
- Request price checks, as needed.
- Weigh produce or other products by placing them on the scale.
- Receive payment for customer purchases and count back correct change when a cash purchase is made.
- Learn and follow all applicable company policies and procedures regarding discounts, coupons, refunds, cash handling, employee purchase, and all other transactions handled at the register.
- Bag groceries, ensuring contents are not damaged.
- Maintain a clean and safe work area including check stand area (belt and glass) as well as straightening up end cap display areas near check stand.
- Count and reconcile cash and coupons in the cash register drawer at the beginning and end of every shift.
- Replace stock in display areas near checkout area as needed.
- Adhere to the uniform and grooming policy.
- Performs receiving duties, including breaking down loads; verifying orders using invoices; inspecting quality; reporting shortages; stocking, and rotating product.
Member Service Representative
Pacific Service Credit Union
Concord, CA
09.2018 - 10.2020
- Provide credit union services to members by disbursement of funds, posting withdrawals, deposits, and loan payments, and the processing of other account transactions.
- Perform daily reconciliation and balancing of numerous reports throughout the day.
- Recommend and cross-sell credit union products and services to members in accordance with established goals.
- Provide account file maintenance, including processing requests for change of address, account ownership modifications, and ordering replacement ATM/debit cards.
- Offer security assistance and technical troubleshooting assistance for remote delivery products, including branchline, express line, mobile banking, and bill pay.
- Process outgoing wire transfers, including completing the wire transfer checklist and performing security verification, as appropriate.
- Complete currency transaction report in accordance with the requirements outlined in the credit union's current Bank Secrecy Act policy.
- Monitor and communicate potential suspicious activity/transactions to the credit union's Bank Secrecy Act officer and/or fraud analyst, utilizing the credit union's Suspicious Activity Investigation Report form.
- Ensured that member service is the top priority by answering and returning member and coworker communications promptly, having proper forms and documentation readily available with which to open accounts, and keeping in touch with members and coworkers regarding the status of research on loan applications.
Client Service Representative
United Business Bank
Pleasanton, CA
01.2018 - 07.2018
- Balance vault, end of day.
- Balanced ATM
- Audit cash summary report daily
- Process corrections report daily
- Process deposits
- Withdraws, loan payments
- Cashiers checks, cash advances
- Opening and closing accounts
- Assisting clients with bookkeeping
- Cross-selling bank products and services
Education
High School Diploma -
Albany High School
Albany, CA06-2006
Some College (No Degree) -
Los Medanos College
Pittsburg, CASkills
- Product Knowledge
- Consultative Sales
- Data Entry
- Complaint resolution
- Appointment Scheduling
- Data Collection
- Call Management
- Account updating
- Inbound and Outbound Calling
- Sales expertise
- Product Sales
- Retail sales customer service
- Customer Service
- Credit card payment processing
- Problem Resolution
- Active Listening
- Complaint Handling
- 10-Key
- Product Education
- Payment Processing
- Customer Relations
- Customer Education
- Administrative Support
- Problem-solving abilities
Timeline
Customer Service Representative
Bank of Stockton
06.2024 - Current
GM/HBC Manager
Safeway
01.2022 - 05.2024
Member Service Representative
Pacific Service Credit Union
09.2018 - 10.2020
Client Service Representative
United Business Bank
01.2018 - 07.2018
High School Diploma -
Albany High School
Some College (No Degree) -
Los Medanos College