Summary
Overview
Work History
Education
Skills
Languages
Timeline
Cristina Pineda

Cristina Pineda

Palmdale,CA

Summary

Dynamic Customer Service Manager with a proven track record at U.S. Bank, enhancing customer satisfaction through effective conflict resolution and employee training. Skilled in operational efficiency and team leadership, I successfully implemented strategies that improved service quality and reduced downtime, fostering a culture of continuous improvement and collaboration.

Professional service leader with strong focus on team collaboration and achieving results. Skilled in problem-solving, customer relations, and process optimization. Adaptable to changing needs and reliable in delivering high-quality outcomes. Known for effective communication, conflict resolution, and driving continuous improvement initiatives.

Overview

20
20
years of professional experience

Work History

Contant Center Service Manager

U.S. Bank
04.2021 - Current
  • Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
  • Hired, trained and supervised team of service staff members to meet business goals.
  • Analyzed service reports to identify areas of improvement.
  • Resolved customer complaints in professional and timely manner.
  • Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
  • Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
  • Implemented strategies to increase customer service satisfaction ratings.
  • Improved customer satisfaction by implementing streamlined service processes and staff training programs.
  • Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
  • Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
  • Ensured compliance with industry regulations by staying current on relevant updates and adjusting company policies accordingly.
  • Led team to enhance customer service quality, resulting in significant improvement in customer satisfaction surveys.
  • Increased team productivity with introduction of new performance management system, focusing on individual strengths and areas for improvement.
  • Fostered culture of continuous improvement, encouraging staff to suggest and implement process enhancements.
  • Improved service efficiency by conducting regular training sessions for staff on latest industry standards and technologies.
  • Improved operational efficiency by redesigning service area layout for better workflow and customer experience.
  • Developed comprehensive training program for new hires, ensuring high level of competence and adherence to company standards.
  • Implemented customer feedback system to gather insights and identify areas for service improvement.
  • Facilitated cross-functional team collaboration, improving resolution time for complex service issues.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Personal Banking Officer

Bank of America
11.2004 - 10.2020
  • Conducted regular staff training sessions to ensure consistent knowledge of banking policies and procedures among team members.
  • Streamlined account opening procedures for improved efficiency and reduced processing time.
  • Enhanced customer satisfaction by proactively addressing and resolving banking concerns.
  • Facilitated successful loan applications by meticulously reviewing borrower documentation and credit history.
  • Maintained compliance with banking regulations through diligent record-keeping and reporting practices.
  • Worked closely with investment specialists to provide comprehensive wealth management solutions for clients seeking long-term growth opportunities.
  • Collaborated with cross-functional teams to identify opportunities for process improvement within the branch.
  • Implemented new initiatives aimed at increasing customer engagement and retention rates within the branch office environment.
  • Participated in community events on behalf of the bank to strengthen local ties while promoting brand visibility within target markets.
  • Reduced wait times and enhanced customer experience by implementing effective queue management strategies.
  • Developed strong relationships with customers, leading to increased loyalty and repeat business.
  • Improved overall client satisfaction ratings through proactive outreach, attentive listening skills, and timely issue resolution efforts.
  • Acted as a mentor for new Personal Banking Officers, sharing best practices and insights gleaned from years of experience in the industry.
  • Provided expert financial advice to clients, helping them achieve their personal financial goals.
  • Identified opportunities for cross-selling products, resulting in higher revenues for the bank.
  • Promoted financial products by maintaining excellent service offering knowledge.
  • Worked closely with management to strategize sales techniques to increase branch production and customer service.
  • Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
  • Monitored customer accounts to detect irregularities or suspicious activity.
  • Backed up teller team by handling needs of new and existing customers at main counter.

Education

Associate Of Business Administration - Business Administration And Management

University of Antelope Valley, Lancaster, CA

Skills

  • Positive attitude
  • Team leadership
  • Multitasking and organization
  • Problem-solving
  • Customer service
  • Critical thinking
  • Reliable and responsible
  • Employee training and development
  • Customer service management
  • Time management
  • Conflict resolution
  • Goal oriented
  • Workflow management
  • Team collaboration and leadership
  • Trustworthy and honest
  • Employee relations
  • KPI monitoring
  • Quality assurance
  • Documentation and reporting
  • Crew leadership
  • Office administration
  • Employee supervision
  • Outgoing and energetic
  • Operational efficiency
  • Work Planning and Prioritization
  • Staff motivation
  • New employee hiring
  • Policy and procedure enforcement
  • Staff management
  • Service quality management
  • Goal setting
  • Technical troubleshooting
  • Risk management
  • Quality control
  • Project management
  • Coaching and mentoring
  • Rapport building
  • Relationship building
  • Staff training and development
  • Analytical thinking
  • Culture development
  • Customer satisfaction measurement
  • Client retention strategies
  • Regulations compliance
  • Performance evaluations
  • MS office
  • Upselling
  • Leadership development
  • Multiple priorities management
  • Task delegation
  • Regulatory compliance
  • FLUENT IN Spanish
  • Data analytics
  • Verbal and written communication
  • Reporting and documentation

Languages

Spanish
Native or Bilingual

Timeline

Contant Center Service Manager - U.S. Bank
04.2021 - Current
Personal Banking Officer - Bank of America
11.2004 - 10.2020
University of Antelope Valley - Associate Of Business Administration, Business Administration And Management

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Cristina Pineda