Annie Alicia Serrano
Costa Rica,SJO
Summary
Dynamic Banking Specialist with a proven track record at Citizens Bank, excelling in customer relationship management and conflict resolution. Achieved top performance in sales by delivering tailored financial solutions, enhancing client satisfaction, and streamlining processes. Skilled in banking regulations and employee training, committed to fostering strong client connections and driving business growth.
Banking professional with comprehensive experience in financial services and client management. Online Banking in financial analysis, risk assessment, and regulatory compliance. Strong focus on team collaboration and consistently achieving results in fast-paced environments. Known for adaptability and reliability, with keen eye for detail and strong interpersonal skills.
Accomplished banking assistance with 7 years of experience interacting with customers to increase sales and offer services. Seasoned expert at promoting products and offerings, creating new accounts and assisting customers with various requests. Motivated and results-oriented with background increasing new customer accounts and maximizing services among existing customers.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Banking Specialist
Citizens Bank, Foundever
09.2023 - Current
- Successfully resolved complex customer complaints, demonstrating empathy and professionalism throughout the process.
- Maintained excellent client relations, resulting in increased referrals and repeat business.
- Increased customer satisfaction by providing personalized banking solutions and exceptional service.
- Managed risk effectively by conducting thorough credit assessments and adhering to established lending guidelines.
- Presented products and services to customers using in-depth knowledge to answer questions.
- Assisted clients in achieving their financial goals through expert guidance on savings, investments, and loans.
- Streamlined loan application processes for faster approvals and quicker fund disbursements.
- Opened new accounts and made changes to existing accounts.
- Enhanced client satisfaction by delivering personalized banking solutions tailored to their unique financial needs.
Personal Banking Advisor
Banco Nacional
09.2017 - 04.2022
- Assisted customers with loan applications, navigating the approval process and securing favorable terms for borrowers.
- Collaborated with colleagues to share best practices and enhance overall branch performance.
- Regional top performer in sales due to consistent delivery of quality advisory services.
- Effectively managed risk by adhering strictly to compliance policies.
- Built strong relationships with clients, identifying their financial needs and offering tailored advice.
- Educated clients on available banking products and services, ensuring they had the tools necessary to make informed decisions about their finances.
- Conducted regular financial reviews with clients, recommending adjustments as needed to support changing life circumstances or market conditions.
- Mentored junior team members on effective sales techniques, contributing to overall staff development and productivity gains.
Customer Service Retail Sales Consultant
Foundever, Costa Rica
10.2014 - 01.2016
- Performed cash, card, and check transactions to complete customer purchases.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Listened to customer needs and desires to identify and recommend optimal products.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Prioritized helping customers over completing other routine tasks in store.
- Monitored customers for signs of security concerns and escalated issues to management.
Sales and Customer Service
Sportsmen's Warehouse
03.2010 - 04.2014
- Collaborated with sales and customer service teams to resolve billing disputes, resulting in improved client satisfaction.
- Coordinated with sales and customer service teams to provide accurate lead times and ensure client satisfaction.
- Consistently ranked among top performers at my dealership due to commitment to excellence in sales and customer service.
- Collaborated with sales and customer service departments to resolve billing issues, improving customer satisfaction rates.
- Demonstrated adaptability by handling a variety of call types, including inbound sales inquiries, technical support inquiries, and general customer service calls.
Education
MBA - Human Resources Management
EUDE, European Business School, Haya Apostilla.
Drain, OR06-2025
Associate of Science - Computer Science
CISCO, NETACAD
USA12-2024
Associate of Science - Clinical Psychology
Universidad Hispanoamericana Costa Rica
Sjo, Costa Rica01-2014
Bachelor of Science - English Language
Centro Cultural De Estudios Norteamericanas
San Pedro, CR06-2005
Skills
- Employee training
- Policy writing
- Compensation analysis
- Customer relationship management
- Conflict resolution
- Recruitment strategies
- Performance management
- Bank services
- Banking product sales
- Financial reporting
- Transactions
- Sales tactics
- Transaction monitoring
- Claims processing
- Banking regulations
- Financial product analysis
Certification
Credy, By Cisco.
Portugues, By Centro de Estudios Brasilenos.
TOEIC, by Centro de Estudios Norteamericano.
English C1
More than 20 yeras of experience learning and impriving the language, interaction with american people for many years,
Languages
Spanish
Native or Bilingual
English
Full Professional
Portuguese
Full Professional
Italian
Professional Working
Timeline
Banking Specialist
Citizens Bank, Foundever
09.2023 - Current
Personal Banking Advisor
Banco Nacional
09.2017 - 04.2022
Customer Service Retail Sales Consultant
Foundever, Costa Rica
10.2014 - 01.2016
Sales and Customer Service
Sportsmen's Warehouse
03.2010 - 04.2014
MBA - Human Resources Management
EUDE, European Business School, Haya Apostilla.
Associate of Science - Computer Science
CISCO, NETACAD
Associate of Science - Clinical Psychology
Universidad Hispanoamericana Costa Rica
Bachelor of Science - English Language
Centro Cultural De Estudios Norteamericanas
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