Dorina Ortega Castro
Bay City
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
10
10
years of professional experience
2018
2018
years of post-secondary education
Work History
Customer Service Manager
AutoZone
Bay City
06.2025 - Current
- Managed daily customer inquiries and resolved issues effectively.
- Trained new hires on customer service protocols and company policies.
- Assisted in maintaining inventory accuracy and product availability.
- Provided exceptional customer service to ensure customer satisfaction.
- Monitored phone calls to provide feedback and coaching.
- Implemented quality control measures to uphold company standards.
Personal Banker
TDECU
Lake Jackson
07.2024 - 11.2024
- Assisted clients with account inquiries and transaction requests.
- Educated customers on banking products and services available.
- Processed loan applications and verified customer information efficiently.
- Managed daily cash transactions while maintaining accurate records.
- Collaborated with team members to enhance customer service experiences.
- Conducted account maintenance tasks, ensuring compliance with policies.
- Helped customers open and close accounts, apply for loans and make sound financial decisions.
- Educated customers on variety of retail products and digital solutions, enhancing customer experience.
- Cross-sold banking products such as credit cards, loans and investments.
- Greeted customers upon entering the bank and directed them to appropriate personnel or services.
- Performed daily balancing of cash drawer and reconciled discrepancies when necessary.
- Processed loan applications according to established guidelines.
- Participated in training sessions regarding new banking products or services.
- Met with customers to analyze financial needs and maximize sales opportunities.
- Researched customer inquiries and reported findings in a timely manner.
- Verified client financial information to determine creditworthiness and loan eligibility.
- Updated client account information and records in company databases.
- Identified valuable solutions for customers with credit problems.
- Set up debt payment plans based on client credit, income and assets.
Personal Banker
PNC Bank
Houston
10.2021 - 05.2024
- Assisted clients with account inquiries and transaction requests.
- Educated customers on banking products and services available.
- Processed loan applications and verified customer information efficiently.
- Managed daily cash transactions while maintaining accurate records.
- Collaborated with team members to enhance customer service experiences.
- Conducted account maintenance tasks, ensuring compliance with policies.
- Resolved customer issues promptly to improve satisfaction levels.
- Utilized banking software to track transactions and manage accounts effectively.
- Helped customers open and close accounts, apply for loans and make sound financial decisions.
- Provided customer service to clients, including answering questions and resolving issues.
- Educated customers on variety of retail products and digital solutions, enhancing customer experience.
- Assisted customers with deposits, withdrawals, transfers, loan payments and other banking transactions.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
Personal Banker
BBVA Compass
Texas City
02.2019 - 10.2021
- Assisted clients with account inquiries and transaction requests.
- Educated customers on banking products and services available.
- Processed loan applications and verified customer information efficiently.
Branch Ambassador
Capital One
Bay City
03.2016 - 11.2019
- Engaged customers to enhance their banking experience with Capital One services.
- Assisted clients in navigating digital banking platforms and tools effectively.
- Supported branch operations by managing customer inquiries and transactions efficiently.
Education
Upward Hope Academy
Galveston, TXSkills
- Bilingual
- Notary
- Customer Service
- Tax services
Languages
Spanish
Professional
Timeline
Customer Service Manager
AutoZone
06.2025 - Current
Personal Banker
TDECU
07.2024 - 11.2024
Personal Banker
PNC Bank
10.2021 - 05.2024
Personal Banker
BBVA Compass
02.2019 - 10.2021
Branch Ambassador
Capital One
03.2016 - 11.2019
Upward Hope Academy