Gilberto Zavala Jr
Weslaco,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience in an office environment. 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. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
Work History
Member Service Representative
Rally Credit Union
08.2022 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Contributed to branch sales goals by effectively cross-selling credit union products and services.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Assisted members with account management, including updating personal information and setting up automated payments.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
- Developed comprehensive knowledge of credit union products, staying current on updates for informed recommendations to members.
- Partnered with other departments facilitating smooth resolution of complex cases resulting in improved member experience.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Personal Banking Representative
HEB Federal Credit Union
06.2015 - 12.2020
- Increased customer satisfaction by providing personalized banking solutions and exceptional service.
- Contributed to branch growth through cross-selling and upselling of bank products and services.
- Assisted customers with account management, including opening new accounts, updating existing ones, and resolving issues.
- Ensured compliance with bank policies and regulations during all customer interactions.
- Responsible for mailing, faxing, or completing in person , the proper forms as requested by mail, telephone, fax, e=mail, or in person, and responding within 24 hours of request for memberships, share draft accounts, sub action and loan sub action forms, payroll applications, loan documents, IRA's, and CD's
- Conducted regular financial reviews with clients to identify their needs and recommend appropriate banking products.
- Handled sensitive customer information with utmost confidentiality, adhering to strict privacy guidelines.
- Educated customers on digital banking tools, leading to increased adoption of online and mobile services.
- Assisted colleagues in managing workload during peak times or absences to ensure seamless service delivery to clients.
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Cross-sold bank products and services to meet customer needs and provide options.
- Provided customers with additional information regarding account services.
- Verified customer identity and reviewed documentation for accuracy.
- Keyed customer contact information and payment data into system carefully observing corporate confidentiality procedures.
Education
No Degree - Accounting
South Texas College
Mcallen, TXHigh School Diploma -
Mercedes High School
Mercedes, TX05.2001
Skills
- Product Sales
- Issue Resolution
- Service Upselling
- Service Recommendations
- Customer Service
- Product Recommendations
- Customer Support
- Account Management
- Microsoft Office Suite
- Financial Transactions
- Telephone Etiquette
- Decision Making
Timeline
Member Service Representative
Rally Credit Union
08.2022 - Current
Personal Banking Representative
HEB Federal Credit Union
06.2015 - 12.2020
No Degree - Accounting
South Texas College
High School Diploma -
Mercedes High School
Similar Profiles
Vallory GarciaVallory Garcia
Prefunding Clerk at Rally Credit UnionPrefunding Clerk at Rally Credit Union
Zavina SilvaZavina Silva
Consumer Lending Representative at Rally Credit UnionConsumer Lending Representative at Rally Credit Union
Sarah FigueroaSarah Figueroa
Audit Clerk at Rally Credit UnionAudit Clerk at Rally Credit Union