Hirini Arellano
Kannapolis,NC
Summary
Demonstrate the ability to display prioritization when performing various activities with exceptional skill to meet critical deadlines. Proficient in receiving and preparing communication, maintaining, monitoring quality, and associate support.
Overview
15
15
years of professional experience
Work History
Lead Customer Service Representative
Fifth Third Bank
10.2023 - Current
- Managed a team of customer service representatives, consistently achieving performance targets and goals.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Engaged clients in person and over phone to answer questions and address complaints.
- Maintained monthly audit reports and documentation according to banks retention policy.
- Preside over high volume of work under tight deadlines.
- Positive operational reporting through consistent operational processes, mitigating risk and associate accountability .
- Conducted regular team meetings to share best practices, discuss challenges, and foster a collaborative work environment.
Customer Service Specialist (Head Teller)
Bank OZK
08.2022 - 10.2023
- Vault Custodian completed buy and sells for tellers from vault when needed
- Conduct monthly coaching for CSS for improvements
- Resource for teller-related operational questions and issues
- Ensure branch is within specified cash limit
- Performed monthly audits for vault and teller drawers
- Responsible for correcting any outages such as short/over for teller drawers
- Responsible for prepping and ordering for and from third-party carrier
- Oversee tellers to ensure job being done properly to ensure bank's needs
- Responsible for ATM duties and overnight deposits
- Processed transactions such as Deposits, withdrawals or payments
- Balanced Cash register
- Handled monthly retentions according to bank's retention policy
- Serving the financial needs to current members-owners accurately and efficiently
- Executes banks plan to ensure achievement of goals and objectives including deposit growth and referrals.
Ambassador/Process Path Quality Assurance/Pick/Safety Committee
Amazon Fulfillment Center
07.2018 - 05.2021
- Manage and lead new associates communicating company goals, safety practices, and deadlines to the team
- Ensures that the final product observes the company's quality's standards
- Report and submit tickets of discrepancies between virtual and physical product counts
- Coached associates on errors they made and helped them correct their mistakes
- Participated in committees to collaborate with team members on improved ideas for a safe working environment
- Promoted good customer relations and premier customer satisfaction by demonstrating friendly demeanor and can-do attitude.
- Monitor and maintain quality and manufacturing processes.
Package Sorter/Handler and internet Processing Specialist
Shoe Show Distribution Center
10.2009 - 07.2018
- Supported shipping department by preparing sorted packages for transportation, reinforcing company's reputation for punctuality.
- Ensured timely delivery of packages by prioritizing urgent shipments and adhering to strict deadlines.
- Displayed strong attention to detail in sorting packages according to specific guidelines, ensuring correct deliveries every time.
- Received positive feedback from supervisors for consistently meeting or exceeding productivity goals.
- Demonstrated flexibility by adapting to changes in work schedules during peak holiday seasons or unexpected events.
- Communicated effectively with coworkers and supervisors, fostering a positive work environment conducive to collaboration and productivity.
- Maintained a clean and organized workspace, which facilitated smoother package sorting operations.
Education
Criminal Justice -
ITT Technical Institute
Charlotte, NCAL
Skills
- Bilingual in English and Spanish
- Smartsheet
- Complaint Handling
- Team Member Training
- Work Prioritization
- Willingness to Lead
- Proficient in Microsoft Word, PowerPoint and multiple banking applications
- Experience in building relationships and influencing at all levels to achieve positive change
- Ability to adapt and maintain an organized environment
Timeline
Lead Customer Service Representative
Fifth Third Bank
10.2023 - Current
Customer Service Specialist (Head Teller)
Bank OZK
08.2022 - 10.2023
Ambassador/Process Path Quality Assurance/Pick/Safety Committee
Amazon Fulfillment Center
07.2018 - 05.2021
Package Sorter/Handler and internet Processing Specialist
Shoe Show Distribution Center
10.2009 - 07.2018
Criminal Justice -
ITT Technical Institute
AL