Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
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Guadalupe Hernandez

Brooklyn,NY

Summary

Results-oriented banking professional experienced in handling customer needs. Skilled at maximizing client satisfaction and bank profits by utilizing persuasive communication skills, in-depth product knowledge and hands-on customer service abilities.

Overview

9
9
years of professional experience

Work History

Concierge Banker

Citibank
Brooklyn, NY
01.2023 - Current
  • Supervised customer account management, overseeing tasks such as initiating account openings, closures, updates, credit card issuance, CD account establishment, and personal loan applications.
  • Investigated customer inquiries and discrepancies, ensuring timely resolutions.
  • Offered personalized financial advice to customers and effectively cross-sold various banking products.
  • Managed ATM cash operations, including reconciling cash, refilling ATMs, executing wire transfers, and processing currency exchanges.
  • Conducted accurate and efficient customer transactions, including deposits, withdrawals, and transfers.
  • Maintained precise records of transactions and balanced cash drawers regularly.
  • Provided attentive and courteous customer service, promoting bank products when appropriate.
  • Followed strict security protocols and actively participated in ongoing training programs to uphold banking standards.

Teller

Santander Bank Us
Brooklyn, NY
02.2022 - 01.2023
  • Contribute to exceeding service goals by minimizing customer wait times and efficiently processing cash and check transactions, including foreign checks, deposits, withdrawals, and account transfers.
  • Validate transactions to ensure operational integrity and compliance with all regulatory requirements.
  • Issue teller checks and money orders to meet customer needs.
  • Assist guests in making payments towards their credit cards, mortgages, and loans, providing helpful guidance throughout the process.
  • Engage customers in conversations about their financial needs and educate them about relevant bank products and services.
  • Deliver exceptional customer service by promptly addressing straightforward inquiries and meeting all customer demands.
  • Identify sales opportunities and cross-sell bank products through quality referrals, meeting designated teller goals.
  • Follow safe deposit box procedures and guidelines diligently to ensure security.
  • Assist in branch closing procedures, including securing personal teller boxes, closing the main vault, and safeguarding customer information by securing cabinets and confidential materials.

Sales Associate

Century 21
Brooklyn, NY
08.2018 - 03.2020
  • Streamline guest experience by providing prompt and efficient service.
  • Process returns seamlessly, whether to cards, cash, or store credit, ensuring accuracy and completeness.
  • Assisted customers in their applications for store credit cards.
  • Assist guests in retrieving past transactions and locating specific items in our inventory through detailed SKU lookups.
  • Handle guest phone inquiries with courtesy and professionalism, including the management of item holds for convenient in-store pickup.
  • Proactively introduce guests to the mPOS system to expedite transactions and minimize wait times, enhancing the overall shopping experience.
  • Contribute to the cleanliness and organization of the cash wrap area by regularly stocking supplies and tidying up during store opening and closing procedures.

Cashier

Paperific
Brooklyn, NY
01.2016 - 06.2018
  • Provide personalized assistance to guests during the checkout process and fulfill any additional item requests by ordering them to the store if unavailable.
  • Manage online orders efficiently by processing payments and meticulously packing items for timely delivery to customers.
  • Play a key role in maintaining organized inventory levels by regularly stocking shelves and ensuring products are readily available for customers.
  • Conduct thorough till closure and auditing procedures at the end of each shift to maintain financial accuracy and compliance.
  • Take an active role in training new cashiers and employees, sharing knowledge and best practices to ensure smooth operations.
  • Assist with visual merchandising tasks to enhance the overall presentation and appeal of the store environment.

Cashier

Met Foods
Brooklyn, NY
01.2015 - 11.2015
  • Assist guests with checkouts and locate items throughout the store.
  • Handle various payment methods including cash, cards, WIC, EBT, checks, and travelers checks.
  • Maintain store merchandising standards by updating weekly specials and changing special items.
  • Process and fulfill phone orders efficiently.
  • Perform opening and closing procedures for my till at the beginning and end of each shift.

Education

Bachelor of Science - Forensic Science

John Jay College of Criminal Justice of The City University of New York
New York, NY
05-2022

High School Diploma -

Franklin Delano Roosevelt High School
Brooklyn, NY
06-2015

Skills

  • Point of Sale (POS) and Mobile Point of Sale (mPOS) Operations
  • System Lookups and Inventory Maintenance
  • Till Audit and Cash Handling Procedures
  • Logistics Oversight for Operational Efficiency
  • Assessment of Fraud Potential
  • Persuasive Communication Style
  • Product and Service Sales
  • Project Oversight

Languages

Spanish
Native/ Bilingual

References

References available upon request.

Timeline

Concierge Banker

Citibank
01.2023 - Current

Teller

Santander Bank Us
02.2022 - 01.2023

Sales Associate

Century 21
08.2018 - 03.2020

Cashier

Paperific
01.2016 - 06.2018

Cashier

Met Foods
01.2015 - 11.2015

Bachelor of Science - Forensic Science

John Jay College of Criminal Justice of The City University of New York

High School Diploma -

Franklin Delano Roosevelt High School

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Guadalupe Hernandez