Briana Saenz
Fontana,CA
Summary
Accomplished bilingual professional with a proven track record at Bank of America, enhancing client satisfaction through exceptional customer service and expert banking advice. Excelled in teamwork and complaint resolution, significantly contributing to revenue growth and client loyalty. Skilled in document management and adept at maintaining professionalism under pressure, consistently exceeding performance metrics.
Overview
17
17
years of professional experience
Work History
Client Service Representative
Bank Of America
Glendora, CA
10.2007 - Current
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Assisted clients with navigating online platforms and tools, enhancing their overall experience with the company''s resources.
- Consistently met or exceeded performance metrics.
- Collaborated with cross-functional teams to ensure seamless delivery of services, resulting in higher client satisfaction levels.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Identified opportunities for upselling or cross-selling, contributing to increased revenue generation.
Relationship Banker
Bank Of America
Glendora, CA
02.2014 - 09.2015
- Achieved excellent customer satisfaction ratings by addressing concerns promptly and professionally, demonstrating empathy throughout interactions.
- Strengthened client relationships by providing personalized banking solutions and excellent customer service.
- Maintained up-to-date knowledge of banking products and industry trends to provide expert advice to clients effectively.
- Assisted customers in achieving financial goals by recommending suitable products and services based on their needs.
- Resolved customer complaints and disputes to maintain satisfaction and loyalty.
Education
High School Diploma -
Glendora High School
Glendora, CASkills
- Bilingual (Spanish and English
- Customer Service
- Customer Focus
- Teamwork and Collaboration
- Complaint resolution
- Document and Records Management, prepare for audits
- Computer Skills
- Calm and Professional Under Pressure
- Money handling abilities
- Understanding Customer Needs
Accomplishments
- Documented and resolved fraud investigation which led to prevention of loss to customer funds. Resulted in certificate of award for fraud detection and prevention.
- Multiple awards for collaboration and volunteerism with Junior Achievement.
Languages
Spanish
Native or Bilingual
Timeline
Relationship Banker
Bank Of America
02.2014 - 09.2015
Client Service Representative
Bank Of America
10.2007 - Current
High School Diploma -
Glendora High School