Ericka Melendez

Customer service associate

• Assisted customers with Spanish-language inquiries in a timely and professional manner.
• Investigated disputes and handled suspected fraud with diligence and attention to detail.
• Recognized as a top performer due to consistently exceeding performance targets related to customer satisfaction scores and call handling efficiency metrics.
• Maintained high-level knowledge of bank policies, procedures, and regulations to ensure compliance in all transactions.
• Addressed customer inquiries, requests and complaints with courtesy and professionalism.
• Assisted customers with navigating bank systems, completing transactions and opening or closing accounts.
• Managed high volumes of daily calls while maintaining a professional demeanor under pressure.

Customer service trainee/coach

• Facilitated role-playing scenarios and group discussions to simulate real-life customer interactions, enhancing trainee preparedness for live service situations.
• Stayed current on banking products, services and regulations to continue delivering top-notch service and support.
• Collaborated with management to identify areas of improvement in customer service processes and implemented changes accordingly.
• Delivered engaging presentations covering various aspects of customer service best practices, resulting in enhanced knowledge retention among participants.
• Enhanced customer satisfaction by providing exceptional training to customer service representatives.
• Mentored underperforming employees, leading to improved performance and meeting company targets consistently.
• Boosted overall team productivity by identifying individual strengths within the group and assigning relevant tasks accordingly during training sessions.
• Provided coaching and mentoring to employees.

Customer service representative supervisor

• Monitored performance metrics to identify areas of improvement and implement necessary changes.
• Conducted regular performance evaluations, providing constructive feedback and recommending targeted development plans for team members.
• Collaborated with other departments to address customer issues, resulting in improved cross-functional communication.
• Monitored customer service calls to verify representatives' adherence to service standards and best practices.
• Analyzed customer feedback to identify trends and areas for improvement, implementing changes to enhance service quality.
• Elevated customer service standards by introducing comprehensive feedback system for continuous improvement.
• Maintained up-to-date records of customer interactions, ensuring data accuracy for reporting and analysis purposes.

• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
• Confirmed appointments, communicated with clients, and updated client records.
• Answered phone promptly and directed incoming calls to correct offices.
• Kept reception area clean and neat to give visitors positive first impression.
• Resolved customer problems and complaints.
• Handled cash transactions and maintained sales and payments records accurately.