Elizabeth Herrera
Visalia,CA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Self Sufficiency Counselor II
County Of Tulare - Health & Human Services Agency
Visalia , CA
2012.03 - 2021.05
- Determined eligibility for public assistance programs.
- Provided comprehensive case management services, created treatment plans and connected clients and families to appropriate resources.
- Researched and interpreted program regulations and memorandum.
- Collected and analyzed personal and financial information to make appropriate determinations.
- Educated potential participants on available services and processes to engage in program.
- Determined needed and relevant interventions based on each client's cognitive abilities and current needs.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Answered up to 100 calls per day in busy, fast-paced office for both English and Spanish-speaking clients.
- Initiated outbound calls to respond to inquiries and to follow-up with previous contacts.
- Achieved and maintained departmental performance standards.
Senior Bank Teller
JPMorgan Chase
Visalia , CA
2008.03 - 2012.02
- Identified potential needs through observation, questioning and listening.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Mentored newly hired team members on appropriate responses to patron questions.
- Replenished ATM funds in empty canisters prior to validation process.
- Answered inquiries regarding checking and savings accounts and other related products.
- Introduced customers to other bank team members to help meet financial needs.
- Provided customers with appropriate literature on banking products and services.
- Investigated and promptly resolved issues with patron accounts.
- Counted, verified and handled bank deposits and armored car transactions.
- Maintained friendly and professional customer interactions.
- Executed wire transfers, stop payments and account transfers.
- Established rapport with new clients to increase satisfaction and loyalty.
- Received loan and utility payments, sending funds to correct destinations.
- Reconciled cash drawer and resolved discrepancies.
- Processed customer transactions promptly, minimizing wait times.
Licensed Insurance Agent
Charlie Torres-State Farm
Visalia , CA
2002.10 - 2008.02
- Served as the first point of contact for a semi retired agent, assisted all Spanish speaking clients.
- Successfully assisted in running book of business, while also interviewing and training new hires.
- Calculated quotes and educated potential clients on insurance options.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Established payment methods for over 500 clients to facilitate customer payments and issue receipts.
- Met with customers to provide information about available products and policies.
- Finalized sales and collected necessary deposits.
- Conducted annual reviews of existing policies to update information.
Education
High School Diploma -
Deep Creek Academy
Farmersville, CA05.2002
Skills
- Case management proficiency
- Bilingual in Spanish and English
- Public speaking ability
- Skilled in intake interviewing
- Office Equipment Operation
- Ease with Computers and Technology
- Database and Client Management Systems
- Professional and Courteous
- Microsoft Office Suite
- Multi-Line Telephone Systems
- Multitasking and Time Management
- Verbal and Written Communication
- Strong Organizational Skills
- Complaint resolution
- Money handling abilities
- Operations management
- Auto insurance
- Interpersonal Communication
Accomplishments
Was recognized by CEO of JP Morgan Chase for customer service shops top five placement recipient. Participated in Chase, customer experience conference call as a guest speaker recipient.
Certification
- Fire and Casualty Broker/Agent License 3/2004-01/2009
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Self Sufficiency Counselor II
County Of Tulare - Health & Human Services Agency
2012.03 - 2021.05
Senior Bank Teller
JPMorgan Chase
2008.03 - 2012.02
Licensed Insurance Agent
Charlie Torres-State Farm
2002.10 - 2008.02
High School Diploma -
Deep Creek Academy
- Fire and Casualty Broker/Agent License 3/2004-01/2009
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