Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic

Felicia Irene Torruellas

Tampa

Summary

Knowledgeable and dedicated customer service professional with extensive experience in banking and retail industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Exhibits strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at high level to consistently meet or exceed business quality and productivity standards. Part of a culture committed to best-in-class service, protecting the bank's image and contributing to the overall goals and objectives.

Professional with comprehensive experience ready for this role. Equipped with strong skills in leadership, problem-solving, and strategic planning. Known for team collaboration and adaptability, consistently delivering results. Strong communicator with focus on integrity and accountability.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Member Resolution Officer

GTE Financial
10.2023 - Current
  • Improved member satisfaction by providing exceptional customer service and addressing concerns promptly.
  • Assisted members in navigating online banking tools, increasing adoption rates of digital solutions.
  • Promoted credit union events and community initiatives, strengthening brand awareness and loyalty among members.
  • Actively participated in local networking events to expand referral sources for potential new business partnerships or memberships.
  • Conducted regular financial reviews with members, identifying opportunities to improve their overall financial health.
  • Led efforts in achieving sales targets by consistently promoting various lending products such as mortgages, personal loans, or auto loans when appropriate based on individual client needs assessments.
  • Recognized for outstanding service based on post-interaction survey results.

Associate Personal Banker (SAFE)

Wells Fargo
11.2022 - 08.2023
  • Assist customers with setting up or closing accounts, completing loan applications and signing up for new services.
  • Promote financial products by maintaining excellent service offering knowledge.
  • Work closely with management to strategize sales techniques to increase branch production and customer service.
  • Balance cash drawers and vault accounts on daily basis with zero discrepancies.
  • Back up teller team by handling needs of new and existing customers at main counter.
  • Process customer requests for statements, ordering additional checks and updating customer personal information in database.
  • Conduct detailed financial reviews for business clients to sell appropriate products to fit clients needs.
  • Receive direction from managers and exercise judgement within defined policies and procedures
  • Network to increase client base and encourage existing clients to expand financial portfolios.
  • Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.

Senior Customer Service Representative

Bank Of America
06.2014 - 03.2022


  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Trained and directed new employees in call script use, conflict resolution and data entry practices to boost customer satisfaction ratings.
  • Front line contact for financial center associates who required assistance with customer's account
  • Expert in Digital Solutions and Online Banking
  • Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
  • Reduced average call time 15% with optimal call control and proper use of internal knowledge bases
  • Escalated issues to proper supervisors when standard processes were not effective
  • Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings
  • Resolved customer service issues using company processes and policies and provided updates to customers
  • Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
  • Resolved customer service issues using company processes and policies and provided updates to customers.

Bilingual Customer Service Representative

Bank Of America
05.2002 - 04.2004
  • Maintained up-to-date knowledge of product and service changes.
  • Answered constant flow of customer calls with minimal wait times.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Answered up to 60 calls per day in busy, fast-paced office for both English and Spanish-speaking customers
  • Responded proactively and positively to rapid change
  • Achieved and maintained departmental performance standards
  • Met all call quality standards and daily quotas for first-call resolution

Education

High School Diploma -

Isidro A. Sanchez

Associate of Business Administration - Business Administration

Universidad Interamericana
05.1990

Skills

  • Analytical problem solving
  • Effective in team environments
  • Effective multitasking
  • Maintains professionalism in stressful situations
  • Logical reasoning abilities
  • Empathetic communication skills
  • Effective listening abilities
  • Bilingual support specialist
  • New hire onboarding trainer
  • Proficient in CISCO, AVAYA, and BOLT systems
  • Billing adjustments

Accomplishments

    At Bank Of America I was a recipient of the Small Business and Wealth Management Client Care Five Star Award In 2017, 2018 and 2019 which is awarded to associates who are top performers for the quarter. Management also recognized me with Global Recognition awards for being an advocate for the client and going the extra mile. I had the opportunity of being part of the training team of new hires for Business Credit Cards and Deposits (OJT)and a coach. My peers chose me to be part of our department internal chat support, due to my product and process knowledge. In 2016 I was named Officer for the Small Business Department and was named leader of the Associate Service Team as advocate. In 2018, my manager offered me the opportunity to participate in a program within the bank called VISA UNIVERSITY to further my knowledge and cross train me to be able to collaborate with other teams. I was able to complete the course with high marks and was presented with a Certificate of Achievement for successfully completing the course.

    I also participated in several volunteer events that were supported by our company, thus having several hours of volunteer service recorded.

Certification

  • VISA UNIVERSITY FOR CUSTOMER SERVICE , Bank Of America - 2017
  • Notary Public Since 2023

Languages

Spanish
Native or Bilingual

Timeline

Member Resolution Officer

GTE Financial
10.2023 - Current

Associate Personal Banker (SAFE)

Wells Fargo
11.2022 - 08.2023

Senior Customer Service Representative

Bank Of America
06.2014 - 03.2022

Bilingual Customer Service Representative

Bank Of America
05.2002 - 04.2004

Associate of Business Administration - Business Administration

Universidad Interamericana

High School Diploma -

Isidro A. Sanchez

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