Dayanna Hernandez Alfaro
Irving,TX
Summary
Dynamic and customer-oriented professional with over three years of experience in financial services and high-volume call centers, recognized for expertise in managing customer relationships and efficiently resolving issues. Proven ability to consistently deliver exceptional service by leveraging strong adaptability, organizational skills, and professionalism. Technically adept in key banking systems and proficient in utilizing CRM systems and call center software to streamline processes and enhance the customer experience. Committed to driving operational excellence and elevating customer satisfaction through effective communication and active listening in every interaction.
Overview
6
6
years of professional experience
Work History
Contact Center Agent
Plains Capital Bank
05.2023 - Current
- Deliver prompt, professional customer support in a fast-paced call center environment.
- Research and resolve customer issues using multiple programs and tools.
- Maintain high service standards and client satisfaction.
- Computer hardware, operating system and software/application (MS Office, Internet Explorer, Outlook etc.) skills.
- Developed and maintained comprehensive knowledge of bank products and services to provide accurate information.
- Prepare or maintain record.
- Resolved customer inquiries efficiently through multiple communication channels, enhancing overall client satisfaction.
- Utilized CRM software to track interactions, ensuring accurate account management and streamlined follow-ups.
- Led initiatives to optimize workflow processes, resulting in increased team productivity and efficiency metrics.
Tier 3 Contact Center Agent
CO-OP Solutions
01.2020 - 02.2023
- Processed ACH transactions, account updates, and investment requests for Coastal Credit Union members.
- Trained in VDI, FIS, Resolution Center, and MeridianLink systems.
- Managed 100+ daily calls in a high-pressure environment.
- Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
- Trained new agents on operational procedures and customer service best practices.
- Collaborated with management to drive initiatives aimed at increasing overall productivity.
- Assisted in training new hires by sharing best practices and offering guidance on company processes.
- Maintained high call quality standards by adhering to company policies and procedures for each interaction.
Education
Associate of Science -
North Lake College
Irving, TX02.2026
High School Diploma -
Nimitz High School
Irving, TX05.2019
Skills
- Call Center Operations
- Financial & Banking Systems (VDI, FIS, Cisco Finesse, etc)
- Multitasking in High-Volume Environments
- Microsoft Office & PC Systems
- Attention to Detail & Problem Solving
- Customer Satisfaction & Relationship Building
- Problem-solver
- Documentation and reporting
- Teamwork and collaboration
- Remote work capabilities
- Workforce management
- Database research
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Contact Center Agent
Plains Capital Bank
05.2023 - Current
Tier 3 Contact Center Agent
CO-OP Solutions
01.2020 - 02.2023
Associate of Science -
North Lake College
High School Diploma -
Nimitz High School