Ivana Gonzalez
Phoenix,AZ
Summary
Personable and dedicated Customer Service Representative with extensive experience in the customer service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
Work History
Banking Customer Service Representative
USAA Federal Savings Bank
Happy Valley, AZ
12.2023 - Current
- Assisted customers with deposits, withdrawals, transfers, and other banking transactions.
- Resolved customer complaints or escalated them to the appropriate personnel as needed.
- Explained banking procedures and regulations to customers accurately.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Utilized computer systems to access accounts for research purposes.
- Identified trends in customer feedback and reported findings to management team.
- Worked remotely.
IRA Specialist/Customer Service Representative
Discover Bank, Member FDIC
85044, AZ
06.2022 - 11.2023
- Recommended strategies to clients to help achieve financial goals.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- Provided account information and answered customer inquiries in a timely manner.
- Assisted customers with deposits, withdrawals, transfers, and other banking transactions.
- Resolved customer complaints or escalated them to the appropriate personnel as needed.
Loan Processor/DMV Clerk
1 Stop Money Centers
Glendale, AZ
08.2021 - 02.2022
- Maintained current DMV title regulations knowledge for each state and processed compliant paperwork regardless of states involved.
- Prepared lists of overdue accounts, license suspensions and issuances.
- Recorded vital and fiscal records and accounts.
- Evaluated applications and assessment results to determine eligibility and acceptance.
- Analyzed applicant financial and credit status, evaluating assets and risk to determine loan feasibility.
- Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action.
- Informed customers of loan application requirements and deadlines.
Lead Front Desk Coordinator
Massage Envy Spa
Peoria, AZ
03.2020 - 08.2021
- Maintained smooth operations by correctly assigning rooms and coordinating guest check-ins and check-outs.
- Sent out reminder emails and phone calls to reserved guests.
- Answered telephone calls, greeted visitors and provided information and directions.
- Completed end-of-day reporting and balanced registers to maintain financial accuracy.
- Posted charges, updated accounts and issued bills to departing guests.
- Input customer data into reservation systems and updated to reflect room changes.
Sales Associate
Guess
Glendale, AZ
02.2018 - 03.2019
- Built Customer loyalty by engaging with and identifying product needs of customers
- Monitored sales floor to identify customers in need of assistance and merchandise in need of replenishment
- Engaged shoppers, providing assistance and information on merchandise and product features
- Drove sales by successfully employing strategies such as
Sales Associate
Tommy Hilfiger
Glendale, AZ
03.2018 - 01.2019
- Welcomed customers
- Ered to help locate items and suggested merchandise without being impulsive
- Supported managers with organizing stores and showcasing new items in eye-catching displays
- Managed cash register operations using POS systems, including processing sales and returns
- Increased customer service feedback scores by delivering outstanding service to customers daily
- Calculated pricing,scanned tags,applied discounts, collected payment and
- Ered receipts to process transactions
- O ered special deals to increase the quantity of customer spending.
Sales Associate
Tilly’s
Glendale, AZ
02.2016 - 01.2017
- Maintained knowledge of current promotions,exchange guidelines, payment policies, and security practices
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items
- Answered questions about current promotions and resolved issues according to store policies
- Engaged customers, found requested items and explained sales promotions to deliver pleasant shopping experiences.
Education
Maricopa Community Colleges
07.2023
High school Diploma -
Ironwood Highschool
Peoria, AZ05.2019
Skills
- Verbal/written
- Communication
- Reliable and punctual
- Customer- and Service-oriented
- Sales expertise
- Cash register operation
- Excellent communication
- Documentation and Recordkeeping
- Business development
- Multi-line telephone skills
- Business operations
- Understanding
- Technologically savvy
- Flexible
- Multitasking ability
- Professional and
- Polished presentation
- Leadership
- LANGUAGES;English, Spanish
- Customer Service
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Banking Customer Service Representative
USAA Federal Savings Bank
12.2023 - Current
IRA Specialist/Customer Service Representative
Discover Bank, Member FDIC
06.2022 - 11.2023
Loan Processor/DMV Clerk
1 Stop Money Centers
08.2021 - 02.2022
Lead Front Desk Coordinator
Massage Envy Spa
03.2020 - 08.2021
Sales Associate
Tommy Hilfiger
03.2018 - 01.2019
Sales Associate
Guess
02.2018 - 03.2019
Sales Associate
Tilly’s
02.2016 - 01.2017
Maricopa Community Colleges
High school Diploma -
Ironwood Highschool
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