Charles Cisneros
San Antonio
Summary
Dynamic Senior Customer Service Representative with extensive experience at Wells Fargo, excelling in performance management and training. Proven track record in risk management and conflict resolution, consistently enhancing team metrics and customer satisfaction. Adept at fostering relationships and implementing process improvements to drive operational excellence.
Overview
10
10
years of professional experience
Work History
Senior Customer Service Rep/Premier Banker Coach
Wells Fargo
11.2023 - Current
- Participate in a variety of assigned and ongoing business operations to ensure success in meeting business goals and objectives.
- Provided concierge-level customer service to prestigious Wells Fargo account holders
- Developed high performing bankers via training on phone and computer systems
- Coached team members regarding processes, procedures, and HR regulations
- Implemented program designed to improve team metrics
- Consistently exceeded expectations in risk management audits
- Responsible for facilitating new hire and current employee training making recommendations for improvement
- Identify opportunities for process improvement through resource feedback
- Provide work direction to less experienced Strategy and Execution staff as a Banker Coach in multiple levels within a Line of Business
- Ability to work independently to make recommendations for support function by providing support and leadership.
- · Lead or contribute to improve processes, policies, team performance, and customer satisfaction that require coordination
- Ability to interact with integrity and a high level of professionalism with all levels of team members and management
- Strong conflict resolution skills
- Experience identifying, analyzing, and resolving complex problems
Customer Service Representative/Banker Coach
Wells Fargo
05.2023 - 11.2023
- Identified and resolved discrepancies and errors in customer accounts.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Sought ways to improve processes and services provided.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Developed strong rapport with customers, fostering long-term relationships that resulted in repeat business.
- Improved first-call resolution rates by efficiently managing customer issues and complaints.
Customer Service
Well Fargo
10.2021 - 05.2023
- Worked effectively in fast-paced environments.
- Proven ability to learn quickly and adapt to new situations.
- Reduced operational risks by implementing robust risk management strategies and procedures.
- Assisted customers in navigating company website or online portal to facilitate self-service solutions where appropriate.
Automotive Upholsterer Technician
Dealer Source
03.2021 - 10.2021
- Planned and paced work efficiently in order to meet daily, weekly, project, or production goals.
- Correctly and safely used variety of hand tools, saws and cutting equipment to carry out job duties.
- Implemented quality control measures to ensure all finished products met or exceeded client expectations.
- Measured, cut and sewed materials to fit specifications.
- Repair and replace upholstery in automobile and trucks
Same-Day City Courier
FedEx
05.2019 - 03.2021
- Greeted recipients, delivered packages, and parcels and acquired proper signatures for all deliveries.
- Completed daily delivery assignments while adhering to strict time constraints, ensuring consistent service quality.
- Enhanced customer satisfaction through timely deliveries and professional communication with clients.
- Adhered to all traffic laws while operating company vehicles for safe transportation of goods.
Glass Installer
Samuel Glass Company
06.2016 - 05.2019
- Ensured safety compliance by wearing appropriate personal protective equipment and following industry guidelines during glass installations.
- Maintained a clean and organized work environment, ensuring the proper disposal of any broken or damaged materials.
- Developed strong client relationships through excellent communication, professionalism, and attention to detail in each glass installation project.
- Increased productivity by effectively utilizing tools and equipment specific to the glass installation trade.
Day Park Quality Lead
SeaWorld
05.2015 - 10.2015
- Assisted with new hire processing and existing training programs.
- Supported cross-functional teams in achieving project goals and meeting tight deadlines.
- Kept work areas clean, organized, and safe to promote efficiency and team safety.
- Supervised team members and oversaw effective and efficient completion of job duties.
Education
High School Diploma -
Medina Valley High School
Castroville, TX06-2016
Skills
- Communication
- Performance management
- Training and development
- Operational Excellence
- Risk Management
- Conflict Resolution
- Organization
- MS Office and Windows proficiency
- New Hire Training
- Team Collaboration
Timeline
Senior Customer Service Rep/Premier Banker Coach
Wells Fargo
11.2023 - Current
Customer Service Representative/Banker Coach
Wells Fargo
05.2023 - 11.2023
Customer Service
Well Fargo
10.2021 - 05.2023
Automotive Upholsterer Technician
Dealer Source
03.2021 - 10.2021
Same-Day City Courier
FedEx
05.2019 - 03.2021
Glass Installer
Samuel Glass Company
06.2016 - 05.2019
Day Park Quality Lead
SeaWorld
05.2015 - 10.2015
High School Diploma -
Medina Valley High School
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