Ivana Gonzalez
Laveen,AZ
Summary
Seasoned Banking Customer Service Representative with background in providing high-quality customer service, handling complex transactions and resolving banking issues. Possess strong interpersonal skills, adept at building trust with clients to enhance customer satisfaction rates. Have contributed significantly in previous roles by streamlining processes for improved efficiency. Demonstrates proficiency in using various banking software platforms effectively.
Overview
9
9
years of professional experience
Work History
Banking Customer Service Representative
USAA Federal Savings Bank
Phoenix, Arizona
12.2023 - 10.2024
- Received telephone calls from customers regarding their accounts or services provided by the bank.
- Verified customer signatures against signature cards on file at the branch.
- Provided account information and answered customer inquiries in a timely manner.
IRA Specialist
Discover
Phoenix, Arizona
09.2022 - 10.2023
- Analyzed complex financial data to identify potential errors or discrepancies within accounts.
- Ensured that all transactions were processed accurately and in a timely manner according to established guidelines.
- Prepared documentation for rollovers from employer sponsored retirement plans into IRAs.
- Assisted in the processing of IRA contributions, transfers, and distributions.
Loan processor/Dmv Clerk
Money Stop Center
Glendale, AZ
08.2021 - 08.2022
- Reviewed and verified borrowers' income, credit reports, property appraisals and supplemental information to prepare documents for underwriting.
- Communicated with customers in person and via telephone to answer questions, process transactions and resolve issues.
- Maintained a fast-paced schedule by consistently providing satisfactory application approval turnaround times.
- Maintained current DMV title regulations knowledge for each state and processed compliant paperwork regardless of states involved.
- Processed completed and signed title documents through electronic vehicle registration program and maintained expert knowledge of computerized systems.
- Collected purchase funds and verified lienholder payoff before processing title.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Lead Front Desk Associate
Massage Envy Spa
Peoria, AZ
03.2020 - 08.2021
- Managed Customer Complaints and rectified issues to complete satisfaction.
- Managed guest check-in and check-out procedures, reservations and payments.
- Responded to inquiries made online, by phone or email.
- Contacted customers or guests to confirm reservations.
- Cultivated professional relationships with guests through active response and dedicated assistance, improving customer retention.
- Updated excel spreadsheets with clinic information.
- Trained new front desk associates.
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 upselling and cross-selling.
Sales Associate
Tommy Hilfiger
Glendale, AZ
03.2018 - 01.2019
- Welcomed customers, offered 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 offered receipts to process transactions.
- Offered 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
Nursing
Maricopa Community Colleges
Phoenix, AZ07-2028
High school Diploma -
Ironwood Highschool
Peoria, AZ05.2019
Skills
- Sales development
- Verbal/written communication
- Reliable and punctual
- Customer- and service-oriented
- Sales expertise
- Cash register operation
- Excellent communication skills
- Documentation and recordkeeping
- Business development
- Multi-line telephone skills
- Business operations understanding
- Technologically savvy
- Flexible
- Multitasking ability
- Professional and polished presentation
- Leadership
- Team collaboration
- Time management
Languages
- English
- Spanish
Timeline
Banking Customer Service Representative
USAA Federal Savings Bank
12.2023 - 10.2024
IRA Specialist
Discover
09.2022 - 10.2023
Loan processor/Dmv Clerk
Money Stop Center
08.2021 - 08.2022
Lead Front Desk Associate
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
Nursing
Maricopa Community Colleges
High school Diploma -
Ironwood Highschool