Erika Sanchez
ORLANDO,FL
Summary
Bilingual English/Spanish customer service professional with 15+ years of experience delivering exceptional customer service in fast-paced environments. Proven track record of achieving and maintaining a 95% CSAT score. Recognized for operational excellence, confidentiality, and time-management skills. Known for adaptability, strong team collaboration, and a results-oriented mindset. Committed to tackling new challenges, making meaningful contributions, and achieving organizational objectives with dedication and enthusiasm.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Senior Universal Banker
Truist Bank
10.2015 - Current
- Increased customer satisfaction by providing personalized banking solutions tailored to individual needs.
- Trained new hires on customer service policies and procedures.
- Managed scheduling for a team of 5-8 staff members, ensuring optimal shift coverage, customer service, and operational efficiency.
- Elevated the client experience and business performance by strategically setting up appointment calendars, ensuring personalized service delivery, and minimizing on-site wait times by 20-35%.
- Strengthened client relationships with proactive communication and follow-up on account inquiries, issues, or concerns.
- Result-oriented: Achieved a 95% YTD Voice of the Client metric, demonstrating a consistent commitment to exceptional service delivery
- Maintained friendly and professional customer interactions while processing deposits, withdrawals, loan payments, check cashing, and other complicated transactions for retail and commercial customers.
- Assisted customers in opening new accounts, ensuring a smooth onboarding process.
- Maintained accuracy and security of the branch cash Vault counted, verified, handled incoming and outgoing armored car transactions.
- Established rapport with new clients to increase satisfaction and loyalty.
Lead Teller/ Service Manager
Wells Fargo
11.2005 - 06.2014
- Provided exceptional customer service, resulting in increased loyalty among existing clients and referrals of new business opportunities from satisfied customers.
- Managed daily bank operations by processing customer transactions and providing exceptional customer service.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Prevented losses by identifying suspicious activities and escalating concerns according to bank policies and procedures.
- Trained and mentored new tellers on customer service best practices and operational procedures.
Receptionist Administrator
International Procurement Marketing Limited
02.2002 - 03.2004
- Handled front desk operations, ensuring efficient client interactions and appointment scheduling.
- Processed incoming communications, directing inquiries to appropriate departments for swift resolution.
- Maintained organized filing systems, enhancing document retrieval and administrative efficiency.
- Managed office supplies inventory, streamlining procurement processes for efficiency.
- Handled a high volume of phone calls, directing callers to appropriate personnel or providing information as needed.
Education
Associate of Science - Business Administration
Mercy College
Dobbs Ferry, NY06-2002
High School Diploma -
Regional Vocational Technical School
Stamford, CT06-1999
Skills
- Achievement focused
- Teamwork
- Exceptional customer service
- Effective organizational skills
- Professional ethics
- Consistent reliability
- Proficient in handling multiple tasks
- Proficiency in Microsoft Office applications
- Attention to detail
- Time management & Operational efficiency
Certification
- Microcomputer Technician Certificate -1999
- Bank regulatory compliance courses:
BSA/AML, Truist Bank - 2015-present
Truist Wire Operations
- Promoted to Service Manager, Wells Fargo- 2012-2014
- Received recognition awards for Exceptional customer service - Truist Bank.
- Give kids the world organization -2019-present -Community Service.
Languages
Spanish
Full Professional
Timeline
Senior Universal Banker
Truist Bank
10.2015 - Current
Lead Teller/ Service Manager
Wells Fargo
11.2005 - 06.2014
Receptionist Administrator
International Procurement Marketing Limited
02.2002 - 03.2004
Associate of Science - Business Administration
Mercy College
High School Diploma -
Regional Vocational Technical School