Estefania Cedano-Santos
BRONX,NEW YORK
Summary
Treasury Service Advisor with over four years of experience resolving complex customer inquiries, building strong customer relationships, enhancing client care, and increasing customer engagement. Committed and dedicated to ensuring all clients have access to resources they need to make their best decision.
Overview
7
7
years of professional experience
Work History
Treasury Service Advisor
Bank Of America
03.2023 - Current
- Updated account information to maintain customer records.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Activate and train clients on their hardware devices.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Documented and detailed calls and complaints using call center's CRM database.
Sr Customer Service Specialist
Bank Of America
07.2020 - 03.2023
- Contact clients regarding their PPP forgiveness application and missing eligible documents
- Follow call recording disclosures procedures and authenticate caller procedures
- Review payroll, tax documents, lease and utilities payments
- Establish and maintain relationships with individual or business customers or provide assistance with problems these customers may encounter.
- Assisted with over 34K loans remediation cases
- Follow and be up to date with SBA guidelines
Customer Service Representative/Relationship Banker
Bank Of America
02.2019 - 07.2020
- Listening to, understanding and providing solutions for our clients’ needs.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Incentive opportunities for meeting and/or exceeding critical performance standards.
- Handled customer inquiries and suggestions courteously and professionally.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Maintained in-depth product and service knowledge for well-informed customer advice.
Teller
TD Bank
11.2018 - 02.2019
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Assisting customers with processing transactions, such as deposits, withdrawals, or payments resolving complaints or account discrepancies, and answering questions.
- Informing customers about bank products and services.
- Following all bank financial and security regulations and procedures.
Barista
Starbucks
02.2016 - 08.2018
- Maintained regular and consistent attendance and punctuality.
- Prepared and served drinks and food in accordance with health codes and café standards.
- Worked on registers daily to authorize returns and exchanges, and audit receipts.
- Performed all support tasks such as cleaning cases and equipment, and restocking display cases.
- Build professional relationships with clientele to ensure and provide quality performance.
- Demonstrated accuracy and integrity during customer transactions
- Trained new partners
Education
Business Administration Management
BERKELEY COLLEGE
New York, NYSkills
- Microsoft Office 2013
- Application support
- Microsoft Excel
- Customer Relations
- Quality Control
- POS Systems Expertise
- Customer Complaint Management
- Training and Development
- Documentation Review
Languages
Spanish
Native or Bilingual
Timeline
Treasury Service Advisor
Bank Of America
03.2023 - Current
Sr Customer Service Specialist
Bank Of America
07.2020 - 03.2023
Customer Service Representative/Relationship Banker
Bank Of America
02.2019 - 07.2020
Teller
TD Bank
11.2018 - 02.2019
Barista
Starbucks
02.2016 - 08.2018
Business Administration Management
BERKELEY COLLEGE
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