Elizabeth Flores
South Gate
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
Work History
Telephone Customer Service Representative
SouthlandCU
03.2023 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Managed high-stress situations calmly, demonstrating empathy while working towards mutually beneficial resolutions for both the company and the customer.
- Effectively diffused customer complaints, turning potentially negative experiences into opportunities for positive outcomes and continued business relationships.
- Facilitated sales opportunities through effective upselling and cross-selling techniques during interactions with customers.
Case Manager
DG Therapy Group
06.2022 - 11.2022
- Helped patients receive appropriate, high-quality care with reasonable results.
- Partnered with physicians, social workers, activity therapists and case managers to develop and implement individualized care plans and documented patient interactions and interventions in electronic charting systems.
- Identified care needs of individual patients and coordinated responses based on physician advice, insurance limitations and procedural costs.
- Evaluated treatment plans against individual goals and healthcare standards.
- Managed caseload of 60 children provided comprehensive, community-based care.
Associate Customer Service Representative
Wells Fargo
11.2020 - 06.2022
- Communicated with management when customer issues escalated and worked to find resolutions.
- Identified and responded to customer requests and concerns through email, online chat and phone for both English Spanish-speaking customers.
- Resolved concerns with products or services to help with retention and drive sales.
- Answered up to 60+ calls per day in busy, fast-paced office for both English and Spanish-speaking customers.
- Updated and maintained information in customer accounts.
- Processed orders, credits and tracked returns.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Managed timely and effective replacement of damaged or missing products.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Sought ways to improve processes and services provided.
- Attended telephone skills and program information training sessions to boost aptitude.
Personal Banker
Wells Fargo
06.2014 - 10.2020
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Promoted financial products by maintaining excellent service offering knowledge.
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
- Expanded client base by promoting new financial products.
- Performed vault duties to handle large deposits of up to $100,000 and distribute currency to coworkers.
- Identified and investigated variances to financial plans and forecasts.
- Answered customer questions and explained available services such as deposit accounts, bonds and securities.
- Contacted customers as soon as issues arose to immediately find resolution before problem escalated.
- Backed up teller team by handling needs of new and existing customers at main counter.
- Keyed customer contact information and payment data into system carefully observing corporate confidentiality procedures.
- Interviewed customers to obtain information needed for opening accounts or renting safe-deposit boxes.
Assistant Store Manager
Speedy Cash Loans
06.2008 - 05.2014
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Supervised and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancement.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
Education
High School Diploma -
Montebello High School
Montebello, CA06.2006
Skills
- Dependable and Responsible
- Organization and Time Management
- Attention to Detail
- Multitasking Abilities
- Problem-Solving
- Teamwork and Collaboration
- Good Telephone Etiquette
- Clerical Support
- Written Communication
Timeline
Telephone Customer Service Representative
SouthlandCU
03.2023 - Current
Case Manager
DG Therapy Group
06.2022 - 11.2022
Associate Customer Service Representative
Wells Fargo
11.2020 - 06.2022
Personal Banker
Wells Fargo
06.2014 - 10.2020
Assistant Store Manager
Speedy Cash Loans
06.2008 - 05.2014
High School Diploma -
Montebello High School
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