EVELYN SOLORZANO
Kissimmee,FL
Summary
Customer service leader with extensive experience guiding high‑performing teams and elevating the customer experience across fast‑paced environments. Proven ability to manage complex service operations, resolve escalations, and build a culture of empathy, accountability, and continuous improvement. Skilled in coaching staff, optimizing workflows, and strengthening long‑term customer relationships through clear communication and proactive problem‑solving. Committed to empowering teams, enhancing customer satisfaction, and supporting organizational goals while upholding a strong and trusted company reputation.
Overview
9
9
years of professional experience
Work History
Assistant Branch Manager, Call Center
VyStar Credit Union
Orlando, FL
10.2024 - 10.2025
- Supervised daily branch operations and staff workflow, delivering an exceptional member experience that contributed to multiple 5‑star Google reviews.
- Provided leadership coaching to frontline and regional call center teams by evaluating member assistance calls and reinforcing service quality, procedures, and guidelines.
- Monitored key branch performance metrics and developed weekly action plans to consistently achieve sales and service targets.
- Resolved escalated member concerns with empathy and professionalism, ensuring timely solutions and high satisfaction.
- Counseled members on credit reports and loan applications, identifying financial needs and recommending tailored financial products and solutions.
- Collaborated with cross‑functional teams to support marketing initiatives and community engagement efforts, including warranty services, investment and commercial insurance, Paychex, and more.
- Utilized MeridianLink to manage consumer loan pipelines, ensuring timely follow‑up, accurate documentation, and a clear dashboard free of pending items.
- Trained team members on software systems, new account processes, loan procedures, and follow‑up workflows to improve efficiency and accuracy.
- Coached and developed staff to exceed sales goals through motivation, structured development, and creative, friendly competitive activities.
- Strengthened team morale through daily huddles, weekly meetings, and a culture focused on customer service excellence and sales performance.
- Personally contributed to branch success by originating and booking over $1M+ in consumer loans, including auto loans, credit card debt consolidation, and mortgage purchase/refinance products.
- Led quarterly regional ABM meetings with the Regional Manager to align on updated procedures, analyze employee performance outcomes, and provide coaching resources and motivational templates that elevated performance and morale across multiple branches.
Administrative Manager
JK FOAM INC. (Family-Owned Business) CLOSED
Kissimmee, FL
04.2022 - 05.2025
- Monitored daily financial operations, including payroll and banking transactions.
- Managed incoming and outbound calls related to contracts and services for both vendors and clients.
- Generated reports on profits and losses for business evaluation.
- Negotiated payment invoices with business partners to optimize cash flow.
- Engaged contractors to discuss material expense quotes, ensuring cost-effectiveness.
- Identified financial discrepancies through comprehensive documentation review.
- Streamlined month-end closing process, enhancing data accuracy and efficiency.
- Attended Osceola Hispanic Chamber of Commerce events to expand client network.
- Developed financial models for new opportunities, aiding strategic growth initiatives.
- Manage vendor contracts, service agreements, and procurement processes to optimize cost efficiency and service quality.
Assistant Branch Manager
Fairwinds Credit Union
Orlando, FL
02.2020 - 05.2022
- Achieved Number 1 ABM status in Credit Union with A+ Scorecard
- Intermediate Branch Manager during Citizens conversion for 6 months
- Served as Loan Officer for mortgages, auto loans, lines of credit, and business loans utilizing MeridianLink
- Elevated customer satisfaction ratings through proactive response to customer concerns.
- Coached branch staff to prepare for advancement opportunities, excluding Branch Manager role.
- Facilitated loan applications by reviewing credit reports and ensuring compliance with guidelines.
- Conducted branch meetings and executed internal control procedures to enhance operations.
- Managed branch scorecard for mortgages, insurance products, and member services.
Call Center/Member Service Manager, Call Center
Fairwinds Credit Union
Orlando, FL
02.2019 - 02.2020
- Directed regional MSM initiatives for successful branch audits/QC Audits.
- Ensured completion of daily, monthly, and quarterly operational duties.
- Motivated MSRs to achieve goals through coaching and development.
- Supervised day-to-day member service activities, managing up to 9 staff members.
- Conducted interviews and hired tellers to strengthen branch operations.
- Managed ordering and cash shipment processes for the branch.
- Generated and reviewed daily reports to ensure ongoing compliance with branch audit standards and operational procedures
- Led call center operations, ensuring adherence to service standards and quality metrics, evaluated quality control on calls for accuracy.
Member Service Rep. I Floater/ MSR II/ MSR III
Fairwinds Credit Union
Orlando, FL
09.2016 - 02.2019
- Received 2017 Executive Club Award nomination by CEO, recognizing top 15 employees.
- Balanced cash drawer daily to ensure accurate financial records.
- Managed over 100 member transactions per day, enhancing operational efficiency.
- Opened accounts, including specialty and IRAs, to meet diverse client needs.
- Established new memberships contributing to score card metrics.
- Ran reports for new members and completed necessary filing paperwork.
- Achieved exemplary survey results from members, reflecting high satisfaction levels.
- Cross-sold financial opportunities to address member requirements effectively.
Education
Business Administration And Management
University of Central Florida
Orlando, FLSkills
- Leadership 5 years experience
- Call center 5 years experience
- Computer proficiency
- Communication skills
- Time management
- Fluent in Spanish
- Attention to detail
- KPI management
Timeline
Assistant Branch Manager, Call Center
VyStar Credit Union
10.2024 - 10.2025
Administrative Manager
JK FOAM INC. (Family-Owned Business) CLOSED
04.2022 - 05.2025
Assistant Branch Manager
Fairwinds Credit Union
02.2020 - 05.2022
Call Center/Member Service Manager, Call Center
Fairwinds Credit Union
02.2019 - 02.2020
Member Service Rep. I Floater/ MSR II/ MSR III
Fairwinds Credit Union
09.2016 - 02.2019
Business Administration And Management
University of Central Florida