Carmen Escoto
Brockton,MA
Summary
I’ve worked in customer service for 8+ years, first as a front end supervisor for a busy grocery store and then as a consumer loan representative, after working my way up from a bank teller. In each of these positions I have interacted with customers and worked cohesively in a team working towards the same goals.
Customer service professional with proven track record of delivering high-quality support and fostering positive customer relationships. Skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Strong focus on team collaboration, adaptability to changing needs, and achieving impactful results. Known for reliability and results-driven approach.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Customer Service Representative
HarborOne Bank
Brockton, MA
10.2022 - Current
- Resolved customer inquiries and issues with efficiency, enhancing overall satisfaction.
- Mentored junior representatives, fostering a collaborative team environment and improving service quality.
- Streamlined complaint resolution processes, reducing response time and increasing first-contact resolution rates.
- Developed training materials for new hires, ensuring consistent service standards across the team.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Collaborated with management to align training initiatives with organizational goals.
Consumer Loan Underwriter
Quincy Credit Union
Quincy, MA
02.2022 - Current
- I take in and underwrite consumer loans
- My main function is working on problem titles for auto, boat and recreational loans.
- Assisted loan officers and processors to complete loan applications on time.
- Reviewed financial statements, credit histories, income reports and other information to make accurate determinations about loan decisions.
Financial Services Representative
Quincy Credit Union
Quincy, MA
12.2021 - 02.2022
- Maintained updated records of all financial transactions to support traceability.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Educated and engaged customers with new bank products and services.
- Opened customer accounts and provided deposit and withdrawal receipts.
- Verified customer identification and documentation for compliant transactions.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Delivered prompt service to prioritize customer needs.
- Cross-trained and backed up other customer service managers.
- Managed timely and effective replacement of damaged or missing products.
Senior Teller
Quincy Credit Union
Weymouth, MA
03.2020 - 12.2021
- Performed general teller duties for drive-thru line.
- Coached and trained 5+ of new bank tellers.
- Maintained, organized and stocked teller window areas.
- Politely assisted over 40+ customers per day in fast and high-pressure environment.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Managed daily bank operations by processing customer transactions and providing exceptional customer service.
- Enforced compliance with bank regulations and policies to reduce financial risks.
- Replenished ATM funds in empty canisters prior to validation process.
- Mentored and trained new tellers on bank procedures and customer service standards.
Contact Center Representative
Quincy Credit Union
Weymouth, MA
07.2019 - 12.2021
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Responded to customer calls and emails to answer questions about products and services.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Educated customers on company systems, form completion, and access to services.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Responded proactively and positively to rapid change.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and provided backup support for organizational leadership.
Bank Teller
Quincy Credit Union
Weymouth, MA
04.2019 - 07.2019
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Provided customer records, account statements and copies of checks.
- Reconciled cash drawer and resolved discrepancies.
- Counted and packaged currency and coins.
- Educated customers on use of banking website and mobile apps.
- Logged cashier's checks and other transactions to maintain accurate account records.
- Turned in excess cash to maintain drawer security.
- Placed orders for customer checks and verified starting numbers.
- Removed mutilated currency from circulation.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Monitored and reported suspicious activity in line with bank security policies.
Front End Supervisor
PriceRite Supermarkets
Brockton, MA
09.2015 - 04.2019
- This position is responsible for all aspects of Front End Operations, including cash management, bookkeeping, customer service, payroll, schedule writing, recruiting, training and development of staff
- This position must maintain department sanitation & QA standards by cleaning & sanitizing all work surfaces, utensils & equipment
- Keep floor clean of debris and spills, complete daily reconciliation and balancing of drawers, house fund, lottery and other areas as necessary, as well as Train, observe and development front end staff.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Monitored cash drawers in 4+ checkout stations to verify adequate cash supply.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Created employee schedules to align coverage with forecasted demands.
- Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
- Maintained clean, adequately stocked, and organized store by streamlining daily operations and introducing new procedures.
- Submitted reports to senior management to aid in business decision-making and planning.
Education
Diploma - General Studies
Brockton High School
Brockton, MA06.2017
Skills
- Front End (6 years)
- Cash Handling (8 years)
- Customer Service (9 years)
- POS (6 years)
- Training (7 years)
- Conflict Resolution (5 years)
- Crew Member (8 years)
- Front-End (4 years)
- Credit Union (4 years)
- Bank Teller (4 years)
- Cashier Customer Service (6 years)
- Banking (8 years)
- Bookkeeping (8 years)
- Certifications and Licenses
- Customer Loyalty
- Cash Reconciliation
- Retail Sales Customer Service
- Strong Telephone Etiquette
- Store Opening
- Call center
- Problem identification
Affiliations
June 2019 to June 2021
Notary Public
September 2021 to September 2028
Certification
Notary Public
Timeline
Senior Customer Service Representative
HarborOne Bank
10.2022 - Current
Consumer Loan Underwriter
Quincy Credit Union
02.2022 - Current
Financial Services Representative
Quincy Credit Union
12.2021 - 02.2022
Senior Teller
Quincy Credit Union
03.2020 - 12.2021
Contact Center Representative
Quincy Credit Union
07.2019 - 12.2021
Bank Teller
Quincy Credit Union
04.2019 - 07.2019
Front End Supervisor
PriceRite Supermarkets
09.2015 - 04.2019
Diploma - General Studies
Brockton High School