Hortencia Izabel Pena
Eagle Pass,TX
Overview
6
6
years of professional experience
1
1
Certification
Work History
Membership Services Representative
Border Federal Credit Union
09.2021 - Current
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Assisted customers with compromised debit cards and issued new credentials.
- Enhanced branch sales through cross-selling bank products and services to customers.
- Executed wire transfers, stop payments and account transfers.
Bank Teller
Falcon International Bank
06.2020 - 09.2021
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Trained new hires on customer service policies and procedures.
- Followed up on customer complaints and provided solutions to enhance customer satisfaction.
Sales Associate
T-Mobile
09.2019 - 05.2020
- Increased customer satisfaction by addressing and resolving phone inquiries promptly and professionally.
- Consistently met or surpassed daily call quotas by prioritizing tasks effectively throughout the workday.
- Participated in weekly team meetings, contributing valuable insights towards achieving collective goals and objectives.
- Exceeded monthly sales targets through persistent outreach and persuasive sales techniques.
- Built relationships with customers using strong persuasion and active listening skills.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Coordinated restocking of sales floor with current merchandise and accurate signage for current promotions.
Cashier
Academy Sports + Outdoors
11.2018 - 08.2019
- Greeted customers entering store and responded promptly to customer needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Assisted customers with returns, refunds and resolving transaction issues.
- Stocked, tagged and displayed merchandise as required.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
Beverage Server
Kickapoo Lucky Eagle Casino
01.2018 - 10.2018
- Completed mandatory alcohol server training to comply with local regulations and maintain a safe environment for patrons.
- Upheld high standards of cleanliness, frequently cleaning and organizing serving and beverage backstock areas.
- Enhanced customer satisfaction by promptly serving beverages and attending to special requests.
- Balanced multiple responsibilities efficiently, providing exceptional service during high-traffic shifts.
- Balanced multiple registers at the end of shifts, confirming accurate reporting of daily sales totals.
Education
Associate of Arts -
Southwest Texas Junior College
Eagle Pass, TX08.2022
Skills
- Leadership
- Problem Solving
- Active Listening
- Critical Thinking
- Sales
- Communication
Certification
- IRS Tax Preparer. Texas, TaxSlayer (Border Federal Credit Union) / 2022 - 2023
- Notary. Texas, Border Federal Credit Union / 2023 - Present
Languages
English
Full Professional
Spanish
Full Professional
Timeline
Membership Services Representative
Border Federal Credit Union
09.2021 - Current
Bank Teller
Falcon International Bank
06.2020 - 09.2021
Sales Associate
T-Mobile
09.2019 - 05.2020
Cashier
Academy Sports + Outdoors
11.2018 - 08.2019
Beverage Server
Kickapoo Lucky Eagle Casino
01.2018 - 10.2018
Associate of Arts -
Southwest Texas Junior College
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