Hector E. Serrano
Los Angeles,CA
Summary
Results-oriented customer service professional commended for exceptional customer satisfaction ratings, speedy resolutions and consistent availability. Strategic and persuasive with several years of experience working in customer-facing environments. Accustomed to using tactful communication and active listening to creatively solve problems achieve positive outcomes.
Overview
26
26
years of professional experience
Work History
Senior Customer Service Representative(Hybrid)
Bank of America
Los Angeles, California
03.2018 - Current
- Researched complex customer issues to identify solutions, work as a liaison between departments when supporting sales or provide appropriate referrals.
- Identified opportunities to cross-sell additional products and services to existing customers.
- Provided training sessions for staff members on proper banking procedures and protocols.
- Discussed ideas and strategies to improve operational efficiency, adding value and aiding business performance for continuous improvement.
- Developed excellent rapport with custom builders to expand opportunities for growth.
Account Manager
Chip-1 Exchange
Lake Forest, California
08.2017 - 02.2018
- Inside sales of electronic components to account base, and service to newly assigned sales leads
- Responsible for meeting sales goals and quotas assigned by sales manager
Sales Representative
Roca USA
Anaheim, California
02.2014 - 08.2017
- Manage existing accounts within my territory through visits, on the phone, or, via email
- Cold call on prospective businesses via phone, internet, or, in person
- Cross-selling through value engineered alternative products lines
- Provide product knowledge meetings to clients on new porcelain lines
Sales Agent
AVPS
Canoga Park, California
02.2013 - 11.2013
- Cold call on prospective clients and cross-sell different merchant services products
- Consultatively sold Merchant services to high-risk startup businesses
- Build referral partnerships with ISO's
- Managed portfolio of accounts providing customer service and cross-selling products
Relationship Manager (Merchant Services)
First Data-TeleCheck Services
Los Angeles, California
01.1999 - 01.2011
- Managed, maintained, and grew portfolio with accounts processing over 3 million annually in credit card sales
- Analysis of merchant statements to educate merchants on processing credit card sales efficiently at the best interchange rate
- Cross-selling products and find new revenue opportunities
- Closing sales via phone or in person
- Limit attrition through contract renewals and exceptional customer service
- POS terminal programming experience, troubleshooting experience, and POS training experience
Education
Associate of Science - Business Administration
Fullerton College
Fullerton, California01.2018
Bachelor of Arts - Business Administration- Marketing
California State University Fullerton
Fullerton, CaliforniaSkills
- Excel
- MS Word
- MS PowerPoint
- Pivot-table
- Salesforce
- Prezi
- Credit card processing
- Payment Processing
- Salesforce
Languages
Spanish
Professional
Timeline
Senior Customer Service Representative(Hybrid)
Bank of America
03.2018 - Current
Account Manager
Chip-1 Exchange
08.2017 - 02.2018
Sales Representative
Roca USA
02.2014 - 08.2017
Sales Agent
AVPS
02.2013 - 11.2013
Relationship Manager (Merchant Services)
First Data-TeleCheck Services
01.1999 - 01.2011
Associate of Science - Business Administration
Fullerton College
Bachelor of Arts - Business Administration- Marketing
California State University Fullerton
Similar Profiles
Yaquelin GuevaraYaquelin Guevara
Relationship Manager Business Owner Specialist at Bank Of AmericaRelationship Manager Business Owner Specialist at Bank Of America
DEVI SITHDEVI SITH
Operations Consultant at Bank of AmericaOperations Consultant at Bank of America
AUSTIN MONREALAUSTIN MONREAL
Relationship Banker at Bank of AmericaRelationship Banker at Bank of America
Scott PetersenScott Petersen
Mortgage Loan Originator/Loan Structure Specialist at Bank of AmericaMortgage Loan Originator/Loan Structure Specialist at Bank of America
Steve SobelSteve Sobel
VP OF CREATIVE DEVELOPMENT/Lead Copywriter at Critical Content/SK Global GroupVP OF CREATIVE DEVELOPMENT/Lead Copywriter at Critical Content/SK Global Group