Esther Muela-Stephens
Customer Service Representative
Dayton,OH
Summary
Accomplished Customer Service Manager and Banking Customer Service Representative with a proven track record at Fifth Third Bank. Expert in enhancing client trust and digital banking adoption through exceptional service and problem-solving abilities. Skilled in transaction processing and fostering team collaboration, significantly improving customer satisfaction and operational efficiency.
Bi-lingual in Spanish and English.
Overview
30
30
years of professional experience
2
2
Languages
Work History
Banking Customer Service Representative
Fifth Third Bank
09.2021 - Current
- Streamlined account opening processes for new clients, resulting in a more efficient and user-friendly experience.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Maintained a high level of professional knowledge, staying informed on industry news and best practices in order to provide exceptional service to customers.
- Bolstered client trust with thorough explanations of account features and benefits.
- Monitored customer accounts for fraudulent activity, enhancing security and trust.
- Educated customers on online banking features, promoting digital adoption and convenience.
Accounting Clerk
United States Air Force, RAF Croughton
08.2018 - 01.2021
- Maintained organized filing systems for accounting records, ensuring easy access to crucial financial information when needed.
- Assisted in payroll processing tasks such as timesheet validation, overtime calculation, benefits administration, and tax deductions.
- Recorded deposits, reconciled monthly bank accounts and tracked expenses.
Customer Service Manager
Fifth Third Bank
10.1994 - 12.2014
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Followed through with client requests to resolve problems.
- Took ownership of customer issues and followed problems through to resolution.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Education
High School Diploma -
Colonel White Highschool
Dayton, Ohio06-1989
Skills
Transaction processing
Client confidentiality
Sales proficiency
Credit solutions guidance
Compliance awareness
Customer service
Call center experience
Problem-solving abilities
Team collaboration
Effective communication
Adaptability and flexibility
Timeline
Banking Customer Service Representative
Fifth Third Bank
09.2021 - Current
Accounting Clerk
United States Air Force, RAF Croughton
08.2018 - 01.2021
Customer Service Manager
Fifth Third Bank
10.1994 - 12.2014
High School Diploma -
Colonel White Highschool
Languages
Spanish
Native or Bilingual
English
Full Professional