Diana Salcedo
Fort Pierce,FL
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
9
9
years of professional experience
Work History
Business Customer Service Representative
Bank Of The West
11.2021 - Current
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Supported Customer with Troubleshooting wit's Mobile Banking and Online banking. Ex: Zelle, Bill Pay, Internal/ external Transfer
- Submitted Fraud Claim when needed for customer due to Zelle, Credit Card, Debit Card and Online banking Transfers.
- Process Loan Payments for customer Both Commerical and Consumer.
- Managed Over 50 calls per day
Technical Support Rep
Kelly Services
03.2020 - 07.2021
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future ref
- Documented support interactions for future reference.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Managed high levels of call flow and responded to IOS/ Macos technical support needs.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone.
- Researched and identified solutions to
- Assisted and Support Tier one Rep and Call take over.
Cashier Lead
PGA National Resort And Spa
07.2017 - 07.2018
- Reconciled daily totals to maintain balanced and compliant ledgers.
- Managed staffing levels to provide optimal support for cash register operations.
- Maintained stock to meet expected customer demand.
- Educated employees on recognizing fraudulent bills before accepting cash.
Member Service Representative
Connect Credit Union
08.2014 - 07.2017
- Collected, handled, and organized cash in a expedited manner
- Maintained efficiency through busy and slow times
- Vault and Atm Custodian
- Member accounts as well as performed maintenance on accounts
- Opened customer accounts and provided deposit and withdrawal receipts.
- Looked for opportunities to up sale as well as cross sale products for members.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Verified customer identification and documentation for compliant transactions.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
- Cross-sold bank services and products to uplift customer investments.
- Responded proactively and positively to rapid change.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
Education
Associate of Arts - Liberal Arts And General Studies
Indian River State College
Ft. Pierce, FL05.2024
High School Diploma -
St. Lucie West Centennial High School, Sail University
Port Saint Lucie, FL05.2006
Skills
- Microsoft Office
- Customer Service
- ATM Balancing
- Customer Service and Assistance
- Policy and Procedure Adherence
- First-Tier Technical Support
- Understanding Customer Needs
- Call Volume and Quality Metrics
- Issue and Complaint Resolution
- Apple IOS
- Mobility Devices
- Adobe Flash
- Troubleshooting and Assistance
- Mac Systems
- Issue Troubleshooting
Languages
Spanish
Limited Working
Timeline
Business Customer Service Representative
Bank Of The West
11.2021 - Current
Technical Support Rep
Kelly Services
03.2020 - 07.2021
Cashier Lead
PGA National Resort And Spa
07.2017 - 07.2018
Member Service Representative
Connect Credit Union
08.2014 - 07.2017
Associate of Arts - Liberal Arts And General Studies
Indian River State College
High School Diploma -
St. Lucie West Centennial High School, Sail University
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