Idalia Starcher
Eagle Lake,FL
Summary
Dynamic customer service professional with extensive experience at M&T Bank, excelling in problem resolution and client relations. Proven track record in training teams and enhancing service quality through critical analysis of customer feedback. Proficient in Microsoft Excel and committed to delivering exceptional customer satisfaction.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
M&T Bank
Buffalo, NY
08.2018 - 10.2025
- Managed customer inquiries through various communication channels, ensuring timely resolution and satisfaction.
- Trained and mentored new team members on customer service protocols and software systems.
- Analyzed customer feedback to identify trends and recommend process improvements for enhanced service quality.
- Developed comprehensive knowledge of banking products to provide informed assistance to clients.
- Trained new team members on best practices in bilingual customer support.
- Facilitated effective communication between customers and support teams in both English and Spanish.
- Analyzed customer feedback to identify trends and recommend improvements to service delivery.
- Developed training materials to enhance team performance in bilingual interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Commercial Loan Administrator
First Niagara Bank
Buffalo, NY
03.2010 - 06.2017
- Reviewed loan applications for compliance with bank policies and regulatory requirements.
- Coordinated with clients to gather necessary documentation for loan processing.
- Monitored loan portfolio performance and identified potential risk factors.
- Led the implementation of a new loan processing system, enhancing efficiency by streamlining workflows.
- Developed standard operating procedures to improve accuracy in loan documentation.
- Collaborated with underwriting teams to resolve discrepancies and expedite approvals.
- Trained junior staff on loan administration procedures and best practices.
- Analyzed market trends to inform strategic lending decisions and product offerings.
Education
Associate of Applied Science - Human Resources Management
Trocaire College
Buffalo, NY08-2018
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Microsoft Excel
- Payment processing
- Client relations
- Customer satisfaction measurement
- Microsoft outlook
- Call management
- Paperwork processing
- Order processing
- Team development
- Documentation
- Microsoft Office Suite
- Microsoft PowerPoint
- Customer relationship management (CRM)
- Quality control
- Sales expertise
- Account management
- Spreadsheets
- Document control
- Quality assurance controls
- Escalation management
Languages
Spanish
Full Professional
Timeline
Customer Service Representative
M&T Bank
08.2018 - 10.2025
Commercial Loan Administrator
First Niagara Bank
03.2010 - 06.2017
Associate of Applied Science - Human Resources Management
Trocaire College