Jessica Guadiana
San Antonio,TX
Summary
Driven professional with a robust background in financial services, notably at PNC Bank, where I excelled in relationship building and financial advising. Leveraged interpersonal skills and banking knowledge to enhance customer satisfaction and drive sales growth. Demonstrated expertise in regulatory compliance and fraud prevention, contributing to a positive and secure banking environment.
Overview
8
8
years of professional experience
Work History
Perosnal Banker
PNC Bank
06.2022 - 02.2024
- Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
- Improved customer satisfaction by providing personalized banking solutions and exceptional service.
- Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
- Promoted financial products by maintaining excellent service offering knowledge.
- Delivered comprehensive financial advice, strengthening client relationships and promoting long-term loyalty.
- Cross-sold bank products and services to meet customer needs and provide options.
- Boosted sales of bank products through effective cross-selling and up-selling techniques.
- Enhanced client retention with proactive follow-ups and timely resolution of account issues.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Contributed to a positive work environment, fostering teamwork among colleagues to enhance productivity levels.
Universal Teller
First Convenience Bank
10.2018 - 11.2022
- Implemented streamlined processes for currency exchanges, enhancing convenience for international travelers using the bank''s services.
- Reduced teller errors by implementing thorough training and procedural updates.
- Collaborated with team members to improve branch performance and achieve sales targets.
- Achieved excellence in service quality with proficient multitasking and prioritizing customer needs, ensuring seamless banking experiences.
- Promoted digital banking tools to customers, leading to increased adoption rates among account holders.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Conducted regular audits to ensure compliance with bank policies and regulatory requirements.
- Supported branch manager in daily operations, contributing to smooth functioning of the bank''s services.
- Maintained high levels of confidentiality while handling sensitive customer information during transactions.
- Assisted customers with opening new accounts, providing expert knowledge on available options.
- Provided exceptional customer service, resulting in a higher retention rate and increased referrals from satisfied clients.
Universal Banker
American Bank
05.2021 - 12.2021
- Handled various accounting transactions.
- Received loan and utility payments, sending funds to correct destinations.
- Cross-sold credit cards, loans and other bank products.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Established rapport with new clients to increase satisfaction and loyalty.
Customer Service Manager
Walmart
06.2016 - 10.2018
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Education
High School Diploma -
Rey High School
Corpus Christi, TX05.2007
Skills
- Relationship Building
- Branch operations
- Customer Service
- Customer Satisfaction
- Client Relationship Management
- Positive Attitude
- Cash Handling
- Fraud prevention
- Sales expertise
- Attention to Detail
- Relationship building and management
- Interpersonal Skills
- Banking Policies and Procedures
- Banking
- Issues Resolution
- Financial Advising
- Account Maintenance
- Financial product knowledge
- Regulatory Compliance
- Loans
- Financial Services
- Opportunity Identification
- Account Management
- Loan Processing
- Relationship Management
- Cross-Selling Products
- Transaction Processing
- Teller Support
- Professional Appearance
- Rapport Building
- Financial Planning
- Cross-Selling and Upselling
- MS Excel
- Sales strategy
- Business Development
- Sales Growth
- Language Fluency
- Accounting and Finance
- Revenue Generation
- Financial Statements Preparation
- Safe Deposit Box Oversight
- Banking operations knowledge
- Account updating
- Documentation
- Teamwork and Collaboration
- Problem-Solving
- Excellent Communication
- Organizational Skills
- Adaptability and Flexibility
- Team building
- Self Motivation
- Goal Setting
- Professionalism
- Written Communication
- Professional Demeanor
- Cash handling expertise
Languages
Spanish
Full Professional
Timeline
Perosnal Banker
PNC Bank
06.2022 - 02.2024
Universal Banker
American Bank
05.2021 - 12.2021
Universal Teller
First Convenience Bank
10.2018 - 11.2022
Customer Service Manager
Walmart
06.2016 - 10.2018
High School Diploma -
Rey High School
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