Genelle Ibarra

Key Contributions

• Upskilled into Specialty Servicing to handle complex customer inquiries and advanced troubleshooting.
• Assist customers with IRA-related servicing and complex account questions while maintaining strict regulatory compliance.
• Participate in peer coaching sessions to support colleagues in improving call handling techniques and overall customer experience.

Responsibilities

• Handle high-volume inbound calls related to deposits, credit cards, and general account servicing.
• Troubleshoot account concerns and conduct research to resolve customer issues efficiently.
• Provide clear guidance on banking services, account activity, and available solutions.
• Maintain strict adherence to banking regulations, security protocols, and confidentiality standards.
• Deliver professional, solution-focused service to ensure positive customer experiences.

• Delivered high-quality customer service by accurately selecting and delivering grocery orders.
• Communicated proactively with customers regarding substitutions and product availability.
• Maintained strong attention to detail to ensure order accuracy and timely delivery.
• Resolved customer concerns and processed returns or exchanges according to company policies.

• Managed high volumes of inbound calls while maintaining a professional and positive tone.
• Assisted customers with product inquiries, order placement, complaints, and service solutions.
• Coordinated recurring corporate email orders and ensured accurate processing.
• Maintained confidential documentation and internal communications.
• Assisted in training new employees on call procedures and customer service expectations.

• Delivered exceptional customer service in a high-volume retail bakery environment.
• Assisted customers with product selection and recommendations.
• Maintained organized displays while ensuring product quality and food safety standards.

• Provided customer service in a fast-paced entertainment environment.
• Maintained cleanliness and sanitation of concession areas and theater spaces.
• Assisted guests with seating and addressed concerns to ensure a positive guest experience.
• Trained new hires on company procedures and customer service expectations.