Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Grecia Leiva

Henderson,NV

Summary

Seeking to obtain the Administrative Assistant 2 position which will allow me to utilize my Social and Behavioral Science degree as well as administrative experience. I'm well-organized person bringing over 3 years managing and overseeing multiple tasks in busy offices. Commended for consistently driving team success through company procedures enforcement and personnel training. Proficient in various software and database management. Organized and dependable candidate successful at managing multiple priorities with a positive attitude.

Overview

11
11
years of professional experience

Work History

Assistant Contact Center Manager

Credit Union 1
08.2021 - 12.2022
  • Coached team members on metrics and consumer experience
  • Set and manage performance benchmarks for call center employees
  • Determined and formulated policies, procedures, and business strategies to meet growth objectives of the company
  • Accomplished call center resource objectives by recruiting, selecting, and orienting new employees
  • Delegated work to staff, setting priorities and goals
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day
  • Assisted with system conversions that included training branch and back-office staff in the Nevada region
  • Created Keystone process and procedures for Contact Center Department
  • Created a Call Coaching Clinic that includes a scoring system, quality review, and individual action plans which help develop quality assurance standards
  • Team Call Calibration
  • Led team meetings and one-on-one coaching sessions to continuously improve performance
  • Entered time and attendance logs in preparation for payroll
  • Minimized staff turnover through appropriate selection, orientation, and training
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Reduced operational risks while organizing data to forecast performance trends.
  • Support training for new Contact Center staff
  • Monitor agent availability for calls, and performance in RingCentral
  • Perform member transactions requests as needed
  • Assist staff with escalated calls, managers voicemail, daily duties, wire verification, system troubleshoot and research
  • Review CU1 procedures and maintain the most recent changes up to date for my team
  • Created word documents to illustrate step by step procedures for Contact Center
  • Created new training material which includes Scenarios, Training Modules, Call Listening, Phone Etiquette and Call Flow
  • Assisted the team with phone escalations, account research and questions.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Trained team members on performance metrics and consumer behavior identification.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Supervised 30 Member Solutions Specialists in providing excellent customer service to callers requiring assistance for account inquiries and loan products.

HR Trainer

Credit Union 1
08.2019 - 12.2019
  • Administered assessments during and after training and provided leaders with feedback about individual strengths and training requirements
  • Devised strategies to orientate, train and direct staff to achieve corporate objectives
  • Prepared digital training materials including workbooks, manuals, and self-paced guides
  • Participated in professional organizations and pursued educational opportunities to upgrade job knowledge and training skills
  • Contact Center Department Instructor
  • Facilitated virtual, in-person and blended learning sessions.
  • Led onboarding activities for new employees to provide company introduction and role overviews.
  • Collaborated with department heads to create cross-functional curriculum to guide new hire orientation.
  • Troubleshoot systems and set up access for New Hires.
  • Supported performance evaluation program through scoring framework development.
  • Managed new hire training schedule and updated session rosters.
  • Administered and scored aptitude tests as part of candidate evaluation process.
  • Developed captivating curriculum to train new employees on best practices and company protocol.

Member Solution Specialist

Credit Union 1
02.2019 - 08.2019
  • Promote CU1 products and service
  • Process Auto Loans, Credit Card applications, Personal loans, Credit Savers
  • Open CD's, Money Markets and HYS account for balances over $1000
  • Perform any assigned duties to meet individual and branch sale goals
  • Process monetary transactions for CU1 and Shared Branch members
  • Assisted members with Domestic and International wires
  • Responded proactively and positively to rapid change.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Process Instant issues debit cards.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Reached out to customers after completed sales to suggest additional service or product purchases.

Client Service Representative II- Bilingual Spanish

Bank Of America
07.2016 - 01.2019
  • Promoted client satisfaction by working with operational teams in proper resolution of service issues
  • Communicated effectively and confidently with all clients to make their financial lives better
  • Mentored junior team members and managed employee relationships
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships
  • Implemented new company platform initiatives, learning, and mastering new technologies to improve client service
  • Managed customer expectations by clarifying needs, identifying options, and recommending products and services
  • Process transactions accurately and efficiently
  • Met or exceeded call speed, accuracy, and volume benchmarks on a consistent basis
  • Assisted with 'On the Job Training' with new hires
  • Participated in Call Calibration and Call Coaching
  • Assisted customer in the Preferred Rewards and Digital Banking.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Investigated and resolved accounting, service and delivery concerns.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Utilized active listening skills to identify customer needs and provide appropriate solutions.
  • Maintained accurate record-keeping with proactive attention to client information updates.
  • Developed and implemented customer satisfaction surveys to measure customer service quality.
  • Met customer call guidelines for service levels, handle time and productivity.

Teller

Henderson
08.2013 - 07.2016
  • Researched and resolved customer issues on personal savings, checking and lines of credit accounts
  • Ordered checks, placed stop payment orders and conducted additional special services for customers
  • Adhered to financial services security and audit procedures
  • Met or exceeded sales goals by promoting bank products and services in customer interactions
  • Identified and reported suspicious behavior to security personnel as appropriate
  • Opened new checking, savings, and lines of credit for customer accounts
  • Trained employees in cash drawer operation
  • Handled cash transactions, balanced cash drawers, performed loan payments and issued cashier's checks
  • Demonstrated expertise in identifying and mitigating potential fraud and transaction risks
  • Performed clerical tasks by answering emails, ordering supplies and other assigned duties
  • 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.
  • Cross-sold credit cards, loans and other bank products.
  • Greet incoming visitors with courtesy and direct them to proper employee or department
  • Involved with Credit Union 1 and the City of Henderson for their Winterfest, Pioneer Day, and Stroll in the Park
  • Addressed customer concerns head-on by using service expertise and knowledge of company policies to develop successful solutions.
  • 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.

Intern

Vegas PBS
05.2013 - 08.2013
  • Supported various program activities, assisting with administrative tasks
  • Worked well in a team environment as well as independently
  • Collaborated with senior employees and managers to fill in wherever needed
  • Attended and participated in meetings and brainstorming sessions with team members.
  • Sorted and organized files, spreadsheets, and reports.
  • Analyzed problems and worked with teams to develop solutions.

Intern

East Los Angeles Regional Center
09.2011 - 05.2012
  • Supported various program activities, assisting with administrative tasks
  • Assigned to do home visits to individuals with developmental disabilities and their families regarding Emergency/Disaster Preparedness
  • In charge of a Woman's Support Group for a period of three months
  • Coordinated a toy collection drive for needy families while being an Intern for East Los Angeles Regional Center.
  • Participated in workshops and presentations related to projects to gain knowledge.
  • Prepared project presentations and reports to assist senior staff.
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.

Education

Associates of Science Degree in Social and Behavioral Science -

Cypress College
Cypress, CA
05.2012

Family Studies Certificate -

Cypress College
Cypress, CA
04.2012

Diploma -

El Rancho High School
Pico Rivera, CA
06.2006

Skills

  • Excellent computer skills with Microsoft, with ability to research, write reports and correspond via email
  • Identify problems and provide a resolution according to the customer's needs
  • Quality Assurance
  • Management Team Building
  • Training Management
  • Policy Development and Enforcement
  • Staff Development
  • Employee Motivation

Languages

Bilingual in Spanish and English.
Capable of reading, writing and translating in Spanish.

Timeline

Assistant Contact Center Manager

Credit Union 1
08.2021 - 12.2022

HR Trainer

Credit Union 1
08.2019 - 12.2019

Member Solution Specialist

Credit Union 1
02.2019 - 08.2019

Client Service Representative II- Bilingual Spanish

Bank Of America
07.2016 - 01.2019

Teller

Henderson
08.2013 - 07.2016

Intern

Vegas PBS
05.2013 - 08.2013

Intern

East Los Angeles Regional Center
09.2011 - 05.2012

Associates of Science Degree in Social and Behavioral Science -

Cypress College

Family Studies Certificate -

Cypress College

Diploma -

El Rancho High School

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Grecia Leiva