Summary
Overview
Work History
Education
Skills
Timeline
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Delicia Xochitiotzi

Montclair,CA

Summary

Accomplished Branch Manager with a proven track record at Cashback Loans, enhancing branch productivity and customer satisfaction through expert conflict resolution and staff coaching. Skilled in account management and problem-solving, demonstrating a 52 WPM typing speed and exceptional call center operations proficiency. Achieved significant improvements in customer loyalty and operational efficiency.

Overview

14
14
years of professional experience

Work History

CRC 2

US Bank
08.2017 - 03.2024
  • Opened, closed, and updated accounts for customers.
  • Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
  • Balanced teller drawers and ATM cash.
  • Monitored account activity and identified suspicious transactions, taking appropriate action to prevent fraud.
  • Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
  • Investigated customer inquiries and resolved discrepancies in helpful and timely manner.
  • Developed and maintained strong customer relationships, providing exceptional service and advice.
  • Processed wide variety of retail banking transactions for personal and commercial customers.
  • Counted, verified and handled bank deposits and armored car transactions.
  • Maintained friendly and professional customer interactions.
  • Referred customers to other banking departments for specialized services.
  • Trained new hires on customer service policies and procedures.
  • Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
  • Executed wire transfers, stop payments and account transfers.
  • Wrote and distributed customer correspondence.
  • Assisted customers with banking needs and inquiries.
  • Educated customers on online banking and mobile banking applications.
  • Responded to customer requests for products, services, and company information.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Investigated and resolved accounting, service and delivery concerns.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded proactively and positively to rapid change.
  • Managed timely and effective replacement of damaged or missing products.
  • Maintained up-to-date knowledge of product and service changes.
  • Identified and resolved discrepancies and errors in customer accounts.

Branch Manager

Cashback Loans
12.2015 - 08.2017
  • Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
  • Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
  • Met deadlines by proactively managing individual and team tasks and streamlining processes.
  • Maintained friendly and professional customer interactions.
  • Complied with regulatory guidelines and requirements.
  • Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
  • Followed through with client requests to resolve problems.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Kept accurate records to document customer service actions and discussions.
  • Took ownership of customer issues and followed problems through to resolution.

Manager / Trainer

Jersey Mikes Subs
06.2010 - 06.2015
  • Communicated all learning and performance objectives, schedules, and training assessments to upper management.
  • Trained new hires to perform cross-training exercises with experienced workers.
  • Counted money in drawers at beginning and end of each shift.
  • Utilized POS system to handle customer cash and credit card transactions.
  • Answered product questions using knowledge of sales and store promotions.
  • Resolved customer complaints and maintained clean and tidy checkout area.
  • Developed and managed relationships with customers to increase customer loyalty.
  • Met customer service goals and exceeded customer expectations.
  • Maintained current knowledge of store promotions and highlighted sales to customers.

Education

High School Diploma -

Canoga Park Senior High School
Canoga Park, CA

Skills

  • Typing speed 52 WPM
  • Complaint resolution
  • Call Management
  • Scheduling
  • Appointment Scheduling
  • Account updating
  • Paperwork Processing
  • Product Knowledge
  • Data Entry
  • Call Center Operations
  • Follow-up skills
  • Money handling abilities
  • Microsoft Outlook
  • Account Management
  • Office equipment proficiency
  • Payment Processing
  • Recordkeeping strengths
  • Documentation
  • Dispute Resolution
  • Staff Training
  • Computer Proficiency
  • Problem-solving abilities
  • Call center experience
  • Multi-line phone talent

Timeline

CRC 2

US Bank
08.2017 - 03.2024

Branch Manager

Cashback Loans
12.2015 - 08.2017

Manager / Trainer

Jersey Mikes Subs
06.2010 - 06.2015

High School Diploma -

Canoga Park Senior High School

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Delicia Xochitiotzi