Esmeralda Caballero
Indianapolis,IN
Summary
Excel in leading teams with empathy, adaptability, and problem-solving skills to ensure customer satisfaction and team cohesion. Highly skilled Bilingual Customer Service Representative with experience in managing diverse client base, addressing queries and resolving complex issues. Strong communication skills in English and Spanish help build relationships while providing top-tier service. Energetic and reputable individual possessing strong work ethic, professional demeanor and superb initiative.
Overview
8
8
years of professional experience
Work History
Bilingual Customer Service
AES Indiana
Indianapolis, IN
03.2020 - Current
- Provided excellent customer service in both English and Spanish, ensuring effective communication and understanding
- Handled customer inquiries, concerns, and complaints courteously and efficiently
- Utilized data entry equipment to process customer transactions and maintain accurate records
- Successfully completed the Customer Service Training program, adhering to departmental standards
- Collaborate with other departments to maintain consistency in training practices
- Collaborated with team members to improve overall customer satisfaction
- Ability to work independently, prioritizing tasks and meeting deadlines
- Understanding regulatory guidelines and their relevance to the business
- Trained 15 new hires on company-specific policies, procedures, and compliance guidelines
- Received a 5-star customer satisfaction rating
Personal Banker
STAR Financial Bank
Indianapolis
09.2018 - 01.2020
- Processed and validated a variety of financial transactions, including cash handling, check cashing, and maintaining accurate records
- Communicated effectively with customers to understand their needs and recommended bank products and services accordingly
- Accepted and processed loans, credit card, and other payments, ensuring accuracy and compliance with banking procedures
- Balanced and maintained cash drawer, demonstrating strong organizational skills and attention to detail
- Provided superior customer service, addressing inquiries, and resolving issues promptly
- Initiated new accounts and assisted customers with account-based information and various banking services
- Stayed current on product and service offerings, adhering to operational policies and procedures
- Completed annual compliance training to ensure adherence to regulatory requirements
- Collaborate with the Branch Manager to create an exceptional customer experience and foster a dynamic, engaging branch culture
- Introduce customers to the branch team, facilitating relationship-building and addressing specialized financial needs
- Provide support to the Branch Manager in various operational aspects, including loss control, compliance, and adherence to audit standards
- Insured proper and closing procedure
- In trust with vault opening and closing and maintaining accuracy transactional details
Bank Teller
J.P Morgan Chase
Indianapolis, IN
10.2016 - 02.2018
- Conducted day-to-day branch banking operations, ensuring accuracy and compliance with banking regulations
- Process and assist customers with transactions, ensuring accuracy and efficiency while adhering to policies, procedures, and regulatory banking requirements
- Educate customers on self-service options, enabling 24/7 account access and improving overall customer satisfaction
- Assisted customers with various financial transactions, demonstrating excellent communication and problem-solving skills
- Collaborated with team members to achieve branch goals and deliver outstanding customer service
- Insured proper and closing procedure
- In trust with vault opening and closing and maintaining accuracy transactional details
Education
Associate Of Science - Accounting
Ivy Tech
Indianapolis, INSkills
- Fluent in English
- Fluent in Spanish
- Human Relations
- Psychology
- Training
- Mentoring
- Problem-solving
- Compliance
- High call volume management
- Data Entry
- Self-Motivated
- Working Independently
- SAP experience
Skills Interests
- Fluent in English and Spanish
- Human Relations and Psychology
- Training and Mentoring
- Problem-solving
- Compliance
- High call volume management
- Data Entry
- Self-Motivated
- Working Independently
Timeline
Bilingual Customer Service
AES Indiana
03.2020 - Current
Personal Banker
STAR Financial Bank
09.2018 - 01.2020
Bank Teller
J.P Morgan Chase
10.2016 - 02.2018
Associate Of Science - Accounting
Ivy Tech
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