Summary
Overview
Work History
Education
Skills
References
Languages
Timeline
Generic

Carmen Talabera

Edinburg,Texas

Summary

  • Results-driven Teller Supervisor and Customer Service Representative with 5+ years of experience. Highly motivated and adaptable, with a strong work ethic and exceptional interpersonal skills. Able to work effectively unsupervised and quickly master new skills. Proven track record in delivering excellent customer service and communication.

Overview

12
12
years of professional experience

Work History

Call Center Representative

DHR
Edinburg, TX
03.2021 - Current
  • Managed call handling and dispatched technicians to designated areas.
  • Handled acceptance and closure of daily work orders from technicians
  • Managed input and processing of technicians' work daily.
  • Ensure thorough completion of additional relevant PM duties
  • Initiated comprehensive PM schedules.
  • Compile regular reports to track performance metrics
  • Monitored call queues in order to prioritize incoming calls by urgency or importance level.
  • Developed effective working relationships with team members across multiple departments.
  • Attended regular training sessions on updates and changes within the industry or organization.
  • Collaborated with management to identify necessary changes for technicians and PMs
  • Support completion of preventive maintenance activities for the safety department.
  • Ensure safety on call phone is answered throughout my shift.
  • Work with others in Facilities to coordinate various department functions, so that solutions and knowledge are shared easily and promptly.
  • Maintain good customer service skills and maintain a high level of professionalism while communicating via phone, email, and instant messaging with peers, management, physicians, and vendors.

Call Center Representative

TTEC
Mcallen , TX
06.2020 - 10.2020
  • Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
  • Resolved customer complaints in a timely manner to ensure customer satisfaction.
  • Maintained records of customer interactions, transactions, comments, and complaints.
  • Maintained high levels of professionalism while interacting with customers via phone or email.
  • Analyzed data collected during each call in order to identify trends in customer feedback.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Navigated through computer systems to review information and respond appropriately to callers.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Teller Supervisor

International Bank Of Commerce
Mcallen , TX
01.2013 - 02.2020
  • Responsible for providing customer service by verifying customer identity and assisting them regarding all account information, inquiries, and transactions in a friendly and professional manner.
  • Managed and balanced cash vault, audits, and general ledger accounts.
  • Met or exceeded sales goals by promoting bank products and services in customer interactions.
  • Verified transactions involving cashier's checks, money orders and account transfers.
  • Helped customers open and close accounts, apply for loans and make sound financial decisions.
  • Coordinated scheduling of teller staff to ensure adequate coverage during peak hours and special events.
  • Oversaw cash handling activities, including ordering cash from the vault and preparing shipments for the Federal Reserve.
  • Ensured compliance with all bank policies, procedures, and regulatory requirements through consistent teller training and audits.
  • Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs, maintain accounts and open new accounts.
  • Commit to bank policies and procedures, maintain control of the vault, and perform teller duties as needed.
  • Actively participated in sales meetings, created various banking reports, and assisted with the opening and closing of the bank.
  • Ensure all bank policies are followed for cash handling, operation, safety, and customer service.
  • Manage tellers, including training, supervision, and evaluation.
  • Prepared and issued work schedules, deadlines, and duty assignments to teller staff.
  • Ensured supply of money for banking center needs was met based on cash limits and business demands.
  • Promoted the bank's products and services by consistently cross-selling at every opportunity.
  • Assisted tellers when balancing problems occurred, using knowledge of common errors.
  • Conducted performance reviews of tellers, providing feedback on areas of strength and opportunities for improvement.
  • Provided daily supervision and guidance to teller staff, ensuring compliance with bank policies and procedures.
  • Developed and implemented strategies to ensure customer satisfaction and meet service standards.
  • Monitored cash levels in all drawers; balanced cash drawers at the end of each shift.
  • Resolved customer complaints promptly and efficiently while maintaining high levels of customer service.
  • Maintained accurate records of transactions processed by each teller throughout the day.
  • Assisted with the development of new products or services to increase customer engagement.
  • Reviewed suspicious activity reports from tellers; reported any violations to management immediately.
  • Ensured proper security protocols were followed including verifying identification when necessary.
  • Investigated discrepancies between actual cash counts and computer-generated totals.
  • Implemented measures to reduce risk associated with financial crimes including money laundering.
  • Managed daily operations within assigned branch locations; provided support during peak times or absences.
  • Provided coaching and mentoring to individual team members; facilitated team building activities.
  • Established goals and objectives for the branch; monitored progress against those goals regularly.

Education

Some College But No Diploma - Teacher Education

University of Rio Grande

Skills

  • Technical Support
  • Customer Service
  • Call Handaling
  • Payment Processing
  • Customer Relationship Management
  • Account updating
  • Product Upselling
  • Customer Support
  • Performance Improvement
  • Cash Handling
  • Problem-solving skills
  • Account Management
  • Report Preparation
  • Credit adjustments
  • Verbal and written communication
  • Training experience
  • Call Center Operations
  • Answering questions
  • Professional phone voice
  • Call Center Customer Service

References

  • Alejandro, Ibarra, Branch Manager, alejandroibarra@ibc.com, 956-755-7455, International Bank Of Commerce
  • Karla Camarillo, Sales Representative, 956-354-5458
  • Amanda De Leon, Sales Representative, 956-510-1427
  • Brianna Rodriguez, US Customs, 956-336-8460

Languages

Spanish
Professional
English
Professional

Timeline

Call Center Representative

DHR
03.2021 - Current

Call Center Representative

TTEC
06.2020 - 10.2020

Teller Supervisor

International Bank Of Commerce
01.2013 - 02.2020

Some College But No Diploma - Teacher Education

University of Rio Grande

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Carmen Talabera