Cristina Ocasio
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Achieved significant improvements in customer satisfaction and operational efficiency through exceptional service. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
HEB Grocery Store
08.2017 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
- Managed efficient cash register operations.
- Engaged in friendly conversation with customer to better uncover individual needs.
Bank Teller
First Convenience Bank Of Texas
02.2016 - 08.2017
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Processed customer transactions promptly, minimizing wait times.
- Counted and packaged currency and coins.
- Provided exceptional customer service, resulting in increased client retention and loyalty.
- Conducted daily audits of cash drawer, ensuring accuracy and compliance with bank policies.
- Reconciled cash drawer and resolved discrepancies.
- Educated customers on use of banking website and mobile apps.
- Educated customers on banking products, enabling them to make informed decisions about their finances.
- Turned in excess cash to maintain drawer security.
- Enhanced branch sales through cross-selling bank products and services to customers.
- Collaborated with team members to achieve monthly sales targets and provide exceptional service to customers.
Education
Associate of Science - Nursing
Caribbean University
Carolina, PRPhlebotomy Technician
Elite Nurse Aide Training
Temple, TX07.2019
Certificate - Management And Collection of Evidence in Hospitals
Caribbean Forensic And Technical College
Rio Piedras, PR03.2012
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Payment Processing
- Bookkeeping
- Data inputting
- Problem-solving skills
- Multi-tasking strength
- Excellent people skills
- Reliable and punctual
- Goal-Oriented
Timeline
Customer Service Representative
HEB Grocery Store
08.2017 - Current
Bank Teller
First Convenience Bank Of Texas
02.2016 - 08.2017
Associate of Science - Nursing
Caribbean University
Phlebotomy Technician
Elite Nurse Aide Training
Certificate - Management And Collection of Evidence in Hospitals
Caribbean Forensic And Technical College
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