Gema Gonzalez
Bellflower,CA
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals.
Years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
7
7
years of professional experience
Work History
Customer Relationship Officer
Banc Of California
02.2022 - Current
- Managed customer relations on ongoing basis to maximize customer retention.
- Completed opening and closing functions to meet operational needs.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
- Educates customers about service options and processes transactions
- Completes projects that any other duties that are assigned
Teller
Banc Of California
08.2021 - 02.2022
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Educated customers on use of banking website and mobile apps.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Monitored and reported suspicious activity in line with bank security policies.
- Followed up on customer complaints and provided solutions to enhance customer satisfaction.
Assistant Manager
Advance America
12.2016 - 08.2021
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Managed accounts to retain existing relationships and grow share of business.
- Developed referral networks, suggested alternate channels and cross-sold products and services to accomplish quotas.
- Stayed abreast of new types of loans and other financial services and products to better meet customers' needs.
- Reviewed loan applications and documents for accuracy and completeness.
Education
High School Diploma -
Bellflower High School
Bellflower, CASkills
- Critical Thinking
- Mentoring
- Active Listening
- Money Handling Abilities
Timeline
Customer Relationship Officer
Banc Of California
02.2022 - Current
Teller
Banc Of California
08.2021 - 02.2022
Assistant Manager
Advance America
12.2016 - 08.2021
High School Diploma -
Bellflower High School
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