Daniela Garcia

Service Representative

FirstBank Florida

03.2022 - Current

Maintained and managed customer files and databases.
Offered advice and assistance to customers, paying attention to special needs or wants.
Processed customer service orders promptly to increase customer satisfaction.
Answered constant flow of customer calls with minimal wait times.
Responded to customer calls and emails to answer questions about products and services.
Accepted payments (check, cash, monetary instruments etc.) and updated accounts with latest information.
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Answered customer telephone calls promptly to avoid on-hold wait times.
Scheduled appointment to resolve more complex issues.
Managed over 40 customers per day (including calls)
Cashed checks, accepted deposits and withdrawals within assigned limits and calculated daily transactions using computers, calculators or adding machines.
Balanced teller drawers and ATM cash.
Trained and mentored junior banking staff to maximize performance, efficiency, and compliance.
Educated customers on features and benefits of banking products and services.
Collaborated with other departments to confirm compliance with banking procedures and regulations.
Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
Evaluated client financial positions and identified most appropriate banking products.
Handled customer inquiries and suggestions courteously and professionally.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Utilized customer service software to manage interactions and track customer satisfaction.
Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Updated account information to maintain customer records.
Participated in team meetings and training sessions to stay informed about product updates and changes.
Provided information about company products and services, and capitalized on upsell opportunities.
Maintained accurate and current customer account data with manual forms processing and digital information updates.
Assisted supervisors/coworkers by taking responsibility on reports and updating customers information. Such as : Zero Balance Accounts Report; Closed Accounts Report (including: Demand Deposits, Savings, Certificate of Deposit, etc.) and Currency Transactions Report.
Assisted customers with : Change of Address, Certificate of Deposit renewals and Official Checks requests.