Fernanda Zamora
San Antonio,TX
Summary
Hardworking Phone Banker with significant background in customer-facing and call center roles. Expert in maintaining call control and quickly determining customers' needs. Exceeds service, performance and sales quotas regularly. Hands-on, client-oriented banking professional implements creative investment strategies. Dedicated to continuous improvement of modeling and statistical analysis. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
6
6
years of professional experience
Work History
Phone Banking Bilingual
Wells Fargo
San Antonio, Texas
02.2010 - 12.2013
- Answered incoming customer calls regarding account inquiries, payments, and product information.
- Provided customers with accurate information about products, services, features, and benefits.
- Followed scripts to provide personalized customer service experiences.
- Identified customer needs and provided solutions using available resources.
- Processed deposits, withdrawals, transfers and loan payments over the phone.
- Advised customers on potential banking options based on their financial goals.
- Resolved customer complaints in a professional manner while ensuring satisfaction.
- Utilized problem-solving skills to identify customer issues quickly and accurately.
- Updated records of all conversations with customers in accordance with company policies.
- Verified customer identity before providing any confidential information over the phone.
- Maintained knowledge of current promotions and new products to inform customers.
- Performed account maintenance tasks such as address changes or password resets.
- Complied with all relevant regulations pertaining to bank operations.
- Cross-sold appropriate products according to individual customer needs.
- Monitored call queues to ensure timely response times for each call received.
- Participated in team meetings to discuss best practices for handling calls efficiently.
- Empowered customers with knowledge to independently navigate bank systems and online tools to get common answers and process basic transactions.
- Navigated multiple computer systems and applications and utilized search tools to find customer information.
- Built positive and productive customer connections to drive consistent sales.
Customer Service Cashier
Urban Uniform
San Antonio, TX
06.2008 - 11.2009
- Greeted customers and provided friendly customer service.
- Operated cash registers to process payments for goods and services.
- Balanced cash drawers at the end of each shift.
- Processed credit card transactions accurately and efficiently.
- Resolved customer complaints in a professional manner.
- Stocked shelves, racks, cases, bins, and tables with new or transferred merchandise.
- Informed customers about product pricing and answered questions regarding products and services available in the store.
- Provided information on company policies, warranties, guarantees, financing options and other related matters.
- Organized items purchased by customers according to their type or size for easy retrieval during checkout.
- Performed daily opening and closing procedures such as counting money in cash drawers and checking bank deposits against total sales receipts for accuracy.
- Assisted co-workers with tasks as needed to ensure smooth operations of the store.
- Adhered to company policies concerning returns, exchanges, refunds., including proper documentation completion.
- Greeted customers and responded to informational requests.
Education
High School Diploma -
Thomas Jefferson High School
San Antonio, TX06-2007
Skills
- Goal-Oriented
- Building rapport
- Call handling
- Customer Service
- Critical Thinking
- Conflict de-escalation
- Problem-solving aptitude
Languages
Spanish
Native/ Bilingual
Timeline
Phone Banking Bilingual
Wells Fargo
02.2010 - 12.2013
Customer Service Cashier
Urban Uniform
06.2008 - 11.2009
High School Diploma -
Thomas Jefferson High School
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