Esther Zayat
Smyrna,GA
Summary
Senior Banking Operations Professional experienced in credit processes and financial products within national and multinational institutions. Enhanced operational efficiency through effective complaint resolution and cross-functional collaboration, delivering high-quality customer experiences. Detail-oriented and organized, managed data and supported business operations in fast-paced environments.
Overview
10
10
years of professional experience
Work History
Cashier
The Kroger Co.
02.2024 - Current
- Process customer transactions accurately and efficiently, ensuring a positive shopping experience.
- Resolved customer inquiries and issues, enhancing overall service quality.
- Monitor cash flow and perform daily reconciliations, ensuring compliance with company policies.
- Collaborated with team members to streamline operations, minimizing wait times and ensuring store organization.
- Engaged in ongoing training to implement best practices in safety and customer service.
Product Consultant - Payroll Loans
Santander Bank of Brazil
01.2016 - 01.2018
- Reduced customer complaints by 20% annually, including a ~40% decrease in critical channels (SAC and Central Bank) through root cause analysis and process improvements.
- Streamlined service workflows, enhancing response time and boosting customer satisfaction.
- Resolved critical customer issues while supporting customer service teams to improve service delivery.
- Designed and delivered training programs for customer service and commercial teams, improving service quality and consistency.
- Collaborated with Compliance, Audit, and Legal teams to address regulatory demands and ensure adherence.
- Managed demand pipelines, ensuring SLA compliance and maintaining high service quality.
Education
Bachelor of Business Administration -
Universidade Cidade de São Paulo
01-2002
Skills
- Point of sale
- Customer Experience (CX)
- Service Quality & SLA
- Complaint resolution
- Customer retention strategies
- Root cause analysis
- Optimization
- Management
References
- Joe Osborne, joseph.osborne@atlanta.k12.ga.us, Teacher at Atlanta Public School
- Chelsea Nattrass, cnattrass.isl@gmail.com, Teacher
Languages
- English
- Portuguese, Native
- English, Intermediate
Timeline
Cashier
The Kroger Co.
02.2024 - Current
Product Consultant - Payroll Loans
Santander Bank of Brazil
01.2016 - 01.2018
Bachelor of Business Administration -
Universidade Cidade de São Paulo