Himelda Gonzalez
Watsonville,CA
Summary
Branch Service Specialist worked in 2 office, Responsibilities included: processing customer transactions accurately and efficiently, kept up to date with policies and procedures, point of contact for records retention and filing, Assured transactions that were processed looked for client relationship Deeping made product recommendations to assist them financially. Consistently met and exceeded goal expectations with credit cards offerings as well as product and services. Lastly assisted with research and investigations or adjustment on accounts. Proactive approach with operations and assisted my Assistant Manager with audit preparation.
Customer-focused bringing in-depth understanding of banking procedures, regulations and sales techniques. Skilled team leader and trainer competent in mentoring staff and improving performance with proactive approaches. Knowledgeable about preventing fraud and maximizing customer satisfaction.
Overview
30
30
years of professional experience
Work History
Branch Service Specialist
US Bank NA
01.2017 - Current
- Delivered quality service with remarkable efficiency by skillfully overseeing daily branch operations.
- Processed customers' deposits, transfers and cash withdrawals.
- Assisted with branch vault and cash supply to keep appropriate level of currency on hand.
- Handled customers' complaints and questions with utmost professionalism to restore satisfaction and maintain loyalty to branch.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
Lead Teller Operations Specialist
Chase Bank NA
01.2010 - 12.2016
- 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.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Assisted with training of new tellers on policies and procedures.
- Monitored and reported suspicious activity in line with bank security policies.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Followed up on customer complaints and provided solutions to enhance customer satisfaction.
- Established rapport with new clients to increase satisfaction and loyalty.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Maintained friendly and professional customer interactions.
Assistant Customer Service Manager
Washington Mutual Bank, FA
01.2001 - 12.2010
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Responded to customer calls and emails to answer questions about products and services.
- Recognized and rewarded outstanding work performance to cultivate positive and collaborative customer service culture.
- Created customer support strategies to increase customer retention.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Customer Service
Great Western Bank
10.1993 - 12.2000
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Responded proactively and positively to rapid change.
- Ensured to maintain proper cash levels in cash drawers
Education
Associate of Arts -
Cabrillo College
Aptos, CA03.1994
High School Diploma -
Watsonville High School
Watsonville, CA06.1989
Skills
- Branch Operations
- Calm and Professional Under Pressure
- Process Transactions
- Customer Loyalty
- Policy and Procedure Adherence
- Understanding Customer Needs
- Active Listening
- Bilingual
- Microsoft Office
- System Proficiencies
- Outlook calendars
Languages
Spanish
Native or Bilingual
Timeline
Branch Service Specialist
US Bank NA
01.2017 - Current
Lead Teller Operations Specialist
Chase Bank NA
01.2010 - 12.2016
Assistant Customer Service Manager
Washington Mutual Bank, FA
01.2001 - 12.2010
Customer Service
Great Western Bank
10.1993 - 12.2000
Associate of Arts -
Cabrillo College
High School Diploma -
Watsonville High School
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