Isaura Hernandez
Oceanside,CA
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
12
12
years of professional experience
Work History
Call Center Agent
Frontwave Credit Union
Oceanside, California
09.2021 - Current
- Resolved member issues efficiently using credit union software systems.
- Trained new agents on policies, procedures, and best practices for service.
- Identified customer needs by asking probing questions and actively listening to responses.
- Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
- Maintained knowledge of product offerings to assist customers effectively.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
Relationship Banker
Wells Fargo
Carlsbad, California
09.2013 - 12.2020
- Maintained compliance with bank policies and regulatory requirements diligently.
- Developed strong relationships with clients to foster loyalty and retention efforts.
- Assisted customers in opening new checking and savings accounts, as well as other banking services such as wire transfers, direct deposits.
- Identified customer needs through conversations and offered appropriate banking products to meet their requirements.
- Built long-term relationships with customers by providing personalized service and support.
- Identified financial needs of customers and presented appropriate product and service options.
- Advised customers on bank products, services and financial planning options.
Education
High School Diploma -
Rancho Buena Vista High School
Vista, CA06-2006
Skills
- Conflict resolution
- Customer relationship management
- Team collaboration
- Regulatory compliance
- Product knowledge
- Compliance regulations
- Relationship building
Timeline
Call Center Agent
Frontwave Credit Union
09.2021 - Current
Relationship Banker
Wells Fargo
09.2013 - 12.2020
High School Diploma -
Rancho Buena Vista High School