Erica Pacheco
US Bank NA
Priest River,ID
6
years of professional experience
Results-driven specialist recognized for effective communication and problem-solving skills. Expertise in managing high volumes of customer interactions and delivering tailored solutions that enhance overall customer experience and loyalty.
Work History
Owner
7 Months- Managed client bookkeeping needs using QuickBooks and Excel for accurate financial reporting.
- Analyzed financial statements to provide actionable insights for better decision-making by clients.
- Managed day-to-day business operations.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
Senior Customer Experience Specialist
3 Years 1 Month- Collaborated with cross-functional teams to enhance overall customer satisfaction and service delivery.
- Analyzed customer feedback to identify trends and recommend process improvements.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Trained new team members on best practices for customer interaction and service protocols.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Provided personalized service, anticipating customer needs and offering tailored solutions.
- Negotiated solutions with dissatisfied customers, often turning potential negative reviews into positive testimonials.
- Reduced response time to customer inquiries, achieving a more efficient support process.
Client Relationship Consultant
2 Years 8 Months- Managed daily transactions, ensuring accuracy and efficiency in cash handling procedures.
- Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Delivered exceptional customer service, addressing concerns promptly and professionally to ensure client satisfaction.
- Opened, closed, and updated accounts for customers.
- Managed high-value accounts, ensuring personalized service that resulted in maintained balances and satisfied clients.
- Processed loan applications efficiently, leading to a higher rate of successful approvals and customer satisfaction.
- Managed cash flow, balancing daily transactions and maintaining optimal cash levels in ATM machines.
Education
GED
Skills
Customer service strategy
Data analysis
Complaint resolution
Dispute resolution
Customer relations
Call handling
Relationship management
Problem-solving
Time management
Multitasking
Active listening
Financial management
Timeline
Owner
Pacheco Bookkeeping LLC
02.2026 - CurrentRead More
Senior Customer Experience Specialist
US Bank NA
08.2023 - CurrentRead More
Client Relationship Consultant
US Bank NA
12.2020 - 08.2023Read More
Delta Center
GED
Read More