ESTHER ZEPEDA MONROY
Apple Valley,CA
Summary
Proven track record in enhancing customer satisfaction and streamlining processes, as demonstrated at The Hartford Fire Insurance. Skilled in digital literacy and exceptional customer service, I excel in resolving complex issues, achieving a significant increase in customer retention. My strong listening and communication abilities contribute to efficient and empathetic client interactions.
Overview
14
14
years of professional experience
Work History
Customer Relationship Specialist
The Hartford Fire Insurance
Hartford, CT
12.2023 - Current
- Adhere to the inbound call center practiced and assist customers with requests pertaining to their accounts/policy in a timely manner to ensure customer satisfaction.
- Provide the higuest level of customer service and provide accurate and appropiate solutions for any customer issue.
- Manage complex transactions for clients in a professional way and help reach resolution to customers complaints always treating them with empathy and in a courteous way.
- Educate customers on Digital Options available to them through the company's online website or encourage them to download the mobile app to be able to complete transactions easily on their phone.
- Assist customers over the phone with questions on their policy or assisting completing transactions such as payments, changes to their policy, answer general questions or any other request the customer might have.
- Enhanced customer satisfaction by addressing and resolving concerns in a timely manner.
- Developed strong customer relationships through exceptional communication skills and empathy.
- Streamlined processes for improved efficiency, resulting in reduced wait times and increased customer satisfaction.
- Utilize my resources to ensure I follow proper procedure when completing any type of change that a customer requests to ensure I complete the transaction accurately the first time!
- Collaborated with cross-functional teams such as Audit Team, Underwritters, Licensed professionals, to ensure seamless service delivery, leading to high levels of customer retention.
- Provided excellent customer service and provided answers to client questions within set standards.
- Worked with multiple screens and programs to resolve customer issues while keeping desktop organized at all times.
Associate Personal Banker
Wells Fargo & Company
15368 Roy Rogers Dr, Victorville Ca 92394
11.2015 - Current
- Identify customers needs by Assessing each customers financial situation and provide education on different products and services by effectively listening to customers needs and building rapport in a courteous and professional way to ensure customer satisfaction.
- Confidently answer Inbound calls in a professional matter and be knowledgeable about all product and services to proactively answer customer's questions, concerns or requests that they might have.
- Complete daily assigned outbound phone calls to connect with prospective clients and increase banker appointments, follow up on teller warm leads of clients who have expressed interest in specific products and follow pre-defined scripts depending on customers financial needs to ensure their financial goals are being met.
- Work in a fast paced environment while multitasking to be able to serve clients different needs and use available resorces to promply find information to answer customers questions in a timely matter.
- Upon discovering additional complex needs, such as Investments, Mortgage, Business lending or Retirement, gather customers consent and information to provide to our Financial Advisors or Business Partners so they can continue assisting with clients needs.
- Educate clients on available Digital options such as mobile app or website navigation and help them through the enrollement process either in person or by phone to save customer's time and to make banking more convenient for them.
- Meet company's quarterly sales goals and track progress on employee dashboard to keep accountability on personal performance or create action goals for additional development if needed.
- Adapt to new policies or changes quickly for the purpose of company's growth.
- Assist customers with account opening request such as checking accounts, savings acounts, CD accounts, credit card or loan origination applications, as wells as service request such as deposits, withdrawals or payments and guide them throught the whole process to achieve an excellent customer experience by accurately doing things right the first time.
- Make important decisions independently and use problem solving skills to help solve clients complex issues, complaints or concerns by treating them with empathy and creating a positive and welcoming customer experience while focusing on seeking resolution for customer satisfaction.
- Ability to multitask navigating complex computer programs incluiding SalesForce, Outlook, Microsoft word, Excel, Outlook, Powerpoint, etc.
Clerk, Bookkeeper Assistant, Lead Cashier.
Pueblo Ranch Markets
Victorville, CA
10.2010 - 11.2015
- Communicated with customers and team members to solve problems and increase customer and team member satisfaction.
- Received and processed customer payments in a friendly manner.
- Maintained accurate and complete documentation to facilitate accounting and filing functions.
- Maintained excellent financial standings by working closely with bookkeeper to process business transactions.
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Addressed customer needs and made product recommendations to increase sales.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Developed strong rapport with customers and created positive impression of business.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided product and service recommendations to guide customers on products to meet varying needs.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Education
Associate of Arts - Business Administration
Victor Valley College
Victorville, CAHigh School Diploma -
Granite Hills High School
Apple Valley, CA06.2010
Skills
- Attention to Detail
- Digital Literacy
- Exceptional Customer Service
- Time Management
- Strong Listening skills
- Communication Skills
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Relationship Specialist
The Hartford Fire Insurance
12.2023 - Current
Associate Personal Banker
Wells Fargo & Company
11.2015 - Current
Clerk, Bookkeeper Assistant, Lead Cashier.
Pueblo Ranch Markets
10.2010 - 11.2015
Associate of Arts - Business Administration
Victor Valley College
High School Diploma -
Granite Hills High School