Denise Gutierrez
Los Angeles,CA
Summary
Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success. Reliable and driven with strong time management and prioritization abilities.
Overview
12
12
years of professional experience
Work History
Teller
JPMorgan Chase
Los Angeles
07.2019 - 09.2022
- Enhanced customer satisfaction by efficiently processing transactions and addressing inquiries.
- Assisted in the implementation of new operational procedures aimed at improving workflow efficiency within the teller line area of the branch.
- Contributed to the achievement of branch sales goals through active participation in cross-selling initiatives and promotions.
- Accurately processed a high volume of foreign currency exchanges for customers, ensuring satisfaction with smooth transactions.
- Upheld security protocols by promptly identifying fraudulent activities and reporting suspicious transactions to management.
- Ensured a seamless banking experience for customers through meticulous attention to detail when handling paperwork and account updates.
- Provided exceptional customer service during high-traffic periods, effectively managing long lines while maintaining accuracy and professionalism.
- Resolved customer complaints professionally, demonstrating empathy while working towards effective solutions.
- Collaborated with team members for successful branch audits, adhering to all regulatory requirements and internal controls.
- Assisted with training new tellers, providing guidance for best practices in transaction handling and customer service.
- Stayed up-to-date on current industry trends and regulations, attending training sessions regularly to enhance job performance quality continually.
- Maintained strict compliance with anti-money laundering policies, conducting necessary due diligence checks on large transactions as required.
- Achieved teller efficiency by managing time effectively, prioritizing tasks appropriately, and staying organized throughout the workday.
- Streamlined daily operations for peak efficiency by maintaining accurate cash drawer and balancing procedures.
- Consistently met or exceeded individual performance metrics set forth by management, contributing positively to overall branch success.
- Strengthened relationships with existing clients through proactive communication and personalized assistance with financial needs.
- Promoted digital banking solutions to customers, driving increased adoption of online and mobile banking platforms.
- Boosted branch sales by offering appropriate financial products and services to customers based on their needs.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Processed customer transactions promptly, minimizing wait times.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Educated customers on use of banking website and mobile apps.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Monitored and reported suspicious activity in line with bank security policies.
- Followed up on customer complaints and provided solutions to enhance customer satisfaction.
- Identified sales opportunities and referred customers to branch partners in financial services.
Barista
Starbucks
Los Angeles, CA
01.2016 - 04.2017
- In charge of preparing store for opening shift
- Greeting/Helping customers
- Receive and Take Orders
- Create/Make Hot or Iced Beverages to Customer’s Favor in under 3 mins
- Money Handling
- Maintain clean orderly checkout areas and customer sit down lobby area
- Proactively improved our wait time by 43%
- Kept track of inventory and placing new orders for the store’s upkeep
- Count sales at end of shift and close cash drawer.
Internship/Volunteer
Congresswoman Karen Bass 37th District
Los Angeles, CA
09.2012 - 05.2014
- Assist with community outreach efforts- called constituents in the district regarding events
- Assist office staff with constituent volunteer- registered volunteers for events in community.
Associate Banker
JPMorgan Chase
Los Angeles, CA
11.2022 - Current
- Maintained accurate records of all transactions, keeping track of daily activities for auditing purposes.
- Strengthened client relationships through consistent communication and personalized attention to individual needs.
- Provided advice on different bank products and financial options.
- Balanced teller drawers and ATM cash.
- Resolved complex client issues by coordinating with relevant departments, ensuring timely resolution and customer satisfaction.
- Mentored new associates on bank policies, product offerings, sales techniques, customer service standards ensuring smooth integration into the team environment.
- Supported branch management with administrative tasks such as scheduling appointments, filing documents, generating reports, and maintaining office supplies inventory.
- Facilitated seamless account openings, closings, transfers, and updates for a diverse clientele base.
- Adhered to established security procedures and reported potential fraud or safety violations to management for immediate recourse.
- Provided exceptional customer service through active listening skills, empathy, and genuine concern for clients'' needs and concerns.
- Collaborated with team members to achieve sales targets and maintain high-quality customer service standards.
- Improved referral rates from satisfied clients by building strong relationships based on trust transparency.
- Fostered a positive work environment by actively contributing to team meetings sharing ideas on improving operational efficiency.
- Participated in ongoing professional development opportunities to enhance knowledge of industry trends, regulations, products, and services.
- Evaluated client financial positions and identified most appropriate banking products.
- Assisted in the development of targeted marketing campaigns to attract new clients, utilizing market research data.
Education
Bachelors Of Psychology - Psychology
University of Arizona Global Campus
Chandler, AZGeneral Education -
EL CAMINO COLLEGE
Torrance, CAHigh School Diploma -
NEW DESIGN CHARTER SCHOOL
Los Angeles, CA06.2014
Skills
- Branch operations
- Self-motivated nature
- Customer Service
- Cash Management
- Due diligence
- Professional Demeanor
- Risk management policies
- Educating clients
- Strategic Planning
- Opening and closing procedures
- Reviewing documents
- Developing customer relationships
- Dual Control Vaults
- Customer Service-Oriented
- Relationship Building
- Check Cashing and Withdrawals
- Cash Handling
- Audit Support
- Know Your Customer
- Financial Planning
- Creative Thinking
- Friendly Service
- Welcoming Demeanor
- Follow-up skills
- ATM balancing
References
AVAILABLE UPON REQUEST
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Associate Banker
JPMorgan Chase
11.2022 - Current
Teller
JPMorgan Chase
07.2019 - 09.2022
Barista
Starbucks
01.2016 - 04.2017
Internship/Volunteer
Congresswoman Karen Bass 37th District
09.2012 - 05.2014
Bachelors Of Psychology - Psychology
University of Arizona Global Campus
General Education -
EL CAMINO COLLEGE
High School Diploma -
NEW DESIGN CHARTER SCHOOL