Giselle Moreno
Summary
Organized and dedicated Administrative Professional with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.
Overview
4
4
years of professional experience
Work History
Contact Center Agent 1
Provident Credit Union
03.2022 - Current
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Resolved over 80 customer issues per shift by researching and exploring answers, implementing solutions, and escalating unresolved problems to upper management.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted customers by answering questions and responding to inquiries via phone, email and chat.
- Scheduled client appointments for in branch staff.
Administrative Assistant
Gateway Services
12.2021 - 03.2022
- Assist financial advisor with completing required member forms prior to scheduled meetings to ensure a efficient meeting..
- Created and maintained databases to track and record customer data.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Coordinated and scheduled meetings and conference calls to optimize scheduling for financial advisor.
Service Manager
Wells Fargo
06.2019 - 08.2021
- Manage daily and monthly reports to ensure branch is in compliance with yearly audit requirements.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Organize and plan lunches and dinners for branch staff of 20 as needed.
- Implemented strategies to increase customer service satisfaction ratings.
- Hired, trained and supervised team of service staff members to meet business goals.
- Monitored branch cash and atm levels and placed cash orders to replenish as needed.
- Established team priorities, maintained schedules and monitored performance for branch staff.
Education
Bachelor's Degree in Sociology -
California State University East Bay
Hayward, CASkills
- Proficient in Gsuite, Onbase and Microsoft (Excel, Power Point, Word)
- Call Center Operations
- Documentation and Reporting
- Problem-Solving Skills
- Complaint Resolution
- Account Updating
- Data Entry
- Technical Troubleshooting
- Fluent in Spanish
- Scheduling
- Complex Problem-Solving
- Documentation and Recordkeeping
- Appointment Scheduling
- Verbal and Written Communication
- Training Experience
Awards
2018 Annual Recognition Award- Wells Fargo
Timeline
Contact Center Agent 1
Provident Credit Union
03.2022 - Current
Administrative Assistant
Gateway Services
12.2021 - 03.2022
Service Manager
Wells Fargo
06.2019 - 08.2021
Bachelor's Degree in Sociology -
California State University East Bay
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