Diana Villarreal
Garden Grove,CA
Summary
High-performing professional with more than 5 years of experience delivering high-impact work in the Banking industry as a Member service representative. Skilled in developing strong internal and external relationships to facilitate collaborative achievement of high priority goals. Confident in ability thrive in a fast paced setting and leverage skills in flexibility . I have the ability to adapt to new environment with strong communication and teamwork skills to enable team success. Committed to lifelong learning and going the extra mile to contribute to facilitate continuous improvement.
Overview
8
8
years of professional experience
Work History
Member Service Representative I
Schools First Credit Union
10.2023 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Verified members identification and documentation for compliant transactions.
- Assisted members with account management, including updating personal information and setting up automated payments.
- Handled cash transactions securely, maintaining accurate cash balances and preventing losses due to errors.
- Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
- Educated members on financial literacy topics, empowering them to make sound financial decisions for their future success.
Client Service Representative
Bank of America
11.2018 - 10.2023
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Providing prompt and accurate information to clients about products and services.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Assisting Management with ATM services
- Balancing the Vault
Customer Service Representative
AAA Of Southern California
05.2017 - 11.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
No Degree - Liberal Arts
Santa Ana College
Santa Ana, CA06-2021
High School Diploma -
Bolsa Grande
Garden Grove, CA06-2013
Skills
- Call center experience
- Building rapport
- Problem-solving skills
- Multitasking
- Reliability
- Team work skills
- Creative Skills
- Emotional and people Skills
Accomplishments
Global Recognition Award (2019) Bank of America
Yelp Review 2023 Schools First Credit Union
Collaborated with team member to present Zelle Presentation
Languages
Spanish
Native or Bilingual
Timeline
Member Service Representative I
Schools First Credit Union
10.2023 - Current
Client Service Representative
Bank of America
11.2018 - 10.2023
Customer Service Representative
AAA Of Southern California
05.2017 - 11.2018
No Degree - Liberal Arts
Santa Ana College
High School Diploma -
Bolsa Grande
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