Dychan Laliveres
Miami Florida ,FL
Summary
As a Capital One Café Ambassador and former Head Teller at Citibank, I bring a wealth of experience in operational and regulatory compliance, providing valuable feedback to peers and coaching across various lines of business. My passion for fostering inclusive environments and advancing financial literacy has been a driving force in my career. At Capital One, I thrived by combining my strong leadership skills with a keen attention to regulatory details. I actively engaged with the community and drove team development through innovative solutions and proactive strategies. Known for my resourcefulness and diplomatic approach, I excel in leveraging digital tools and delivering exceptional customer service while proactively identifying regulatory risk under operational compliance.
Overview
9
9
years of professional experience
Work History
Cafe Ambassador
Capital One
07.2022 - Current
- Foster an inclusive and welcoming environment in the Café, embodying the brand experience.
- Engage proactively with customers and the community, addressing tech challenges, showcasing services, and discussing financial goals.
- Guide customers through goal-setting and advocate for financial literacy using Capital One resources.
- Collaborate effectively with a dynamic team of Ambassadors, inspiring and supporting one another.
- Demonstrate curiosity, adaptability, and a commitment to personal and professional growth.
- Continuously acquire new digital and technical skills.
- Partner with local businesses, nonprofits, and the Engagement team to organize and execute events.
- Volunteer in the community and advocate for financial literacy.
- Adhere to all code and compliance regulations as mandated by federal laws and banking institution policies.
- Ensure compliance with banking regulations and internal policies in all customer interactions and operational tasks.
Head Teller
Citibank
09.2017 - 03.2020
- Balanced cash drawers consistently at end-of-day without discrepancies, ensuring accuracy in all transactions processed throughout the day.
- Oversaw currency shipments and deposits while adhering to strict safety guidelines.
- Replenished ATM funds in empty canisters prior to validation process.
- Managed high-volume cash transactions daily, maintaining accuracy and efficiency under pressure.
- Assisted customers with account inquiries, resolving issues promptly to ensure satisfaction.
- Answered inquiries regarding checking and savings accounts and other related products.
- Introduced customers to other bank team members to help meet financial needs.
- Developed strong rapport with customers by actively listening, addressing concerns promptly, and providing tailored solutions.
- Provided support during audits, gathering necessary documentation and demonstrating compliance with internal controls.
- Verified amount of cash in cash drawer against day's receipts, quickly identifying errors.
- Strengthened client relationships through exceptional service and proactive identification of financial needs.
- Implemented cross-selling techniques to promote bank products, contributing to increased revenue generation.
- Ensured a secure working environment by adhering to strict security protocols and conducting regular audits.
- Mentored junior tellers, fostering professional development and growth within the team.
- Maintained up-to-date knowledge of banking policies, procedures, and regulatory requirements for effective guidance of team members and clients alike.
- Identified potential needs through observation, questioning, and listening.
- Collaborated with branch management to develop strategies for reaching sales targets and improving overall performance.
- Received car loan, home loan, and other payments and posted to accounts.
- Recognized and prevented fraudulent activities and suspicious transactions.
- Managed daily bank operations by processing customer transactions and providing exceptional customer service.
- Executed wire transfers, stop payments and account transfers.
Customer Service Representative
Whole Food Market
05.2015 - 08.2017
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Tracked customer service cases and updated service software with customer information.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Developed and updated databases to handle customer data.
Education
Bachelors In Psychology - Organizational Behavior
Colorado Technical University
Colorado Springs, CO/ OnlineHigh School Diploma -
Bedford Academy High School
Brooklyn, NY01.2015
Skills
Exceptional
Accomplishments
2024 Magellan Alumni
Timeline
Cafe Ambassador
Capital One
07.2022 - Current
Head Teller
Citibank
09.2017 - 03.2020
Customer Service Representative
Whole Food Market
05.2015 - 08.2017
Bachelors In Psychology - Organizational Behavior
Colorado Technical University
High School Diploma -
Bedford Academy High School
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