Heidi Trejo
Summary
Knowledgeable and dedicated customer service professional with extensive experience in customers . 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
17
17
years of professional experience
1
1
Certification
Work History
Bilingual Teller
Wells Fargo & Company
11.2017 - 04.2023
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Processed customer transactions promptly, minimizing wait times.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Assisted with training of new tellers on policies and procedures.
- Maintained friendly and professional customer interactions.
- Counted, verified and handled bank deposits.
- Educated customers on online banking and mobile banking applications.
- Processed banking transactions for commercial customers.
- Monitored and verified suspicious activity on customer accounts.
- Trained new hires on customer service policies and procedures.
- Accomplished multiple tasks within established timeframes.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed branch conforming with dual control security .
- Monitored cash coming in and out.
- Completed regular inventory counts to verify vaults .
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
Manager
Whataburger Restaurants LLC
09.2009 - 09.2017
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons...
- Onboarded new employees with training and new hire documentation.
- Controlled costs to keep business operating within budget and increase profits.
- Improved safety procedures to create safe working conditions for workers.
- Improved marketing to attract new customers and promote business.
- Opened and closed location and monitored shift changes .
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
Bilingual Customer Service Specialist
Xcel Energy Center
08.2006 - 07.2009
- Utilized databases, logs and sources to locate and verify information.
- Provided language translation services for customer service inquiries.
- Maintained and managed customer files and databases.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Met customer service objectives by providing superior customer service to Spanish-speaking customers.
- Met all call quality standards and daily quotas for first-call resolution.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Trained new personnel regarding company operations, policies and services.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Listen to calls and make sure employees meet their expectations with customers.
Education
No Degree - Medical Assistant And Phlebotomy, Ekg
Cultural Technical Institute
El Paso, TX08.2023
State Certified Nurse Assistant - Certified Nurse Aide
Cultural Technical Institute LLC
El Paso, TX08.2021
GED -
Amarillo College
Amarillo, TX05.2009
Skills
- Balance Verification and Reconciliation
- Financial Software
- MS Office Proficiency
- Currency and Coin Counters
- Cash Vault Auditing
- Excellent Time Management Skills
- Spanish Speaking
- Teller Auditing
- Public Health
- Managing Terminations
- Public Relations
- Customer Service
Certification
- Training - [Timeframe]
Languages
English
Professional Working
Spanish
Native or Bilingual
Timeline
Bilingual Teller
Wells Fargo & Company
11.2017 - 04.2023
Manager
Whataburger Restaurants LLC
09.2009 - 09.2017
Bilingual Customer Service Specialist
Xcel Energy Center
08.2006 - 07.2009
No Degree - Medical Assistant And Phlebotomy, Ekg
Cultural Technical Institute
State Certified Nurse Assistant - Certified Nurse Aide
Cultural Technical Institute LLC
GED -
Amarillo College
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