Joan Balquin
Customer Service Representative
The Bronx,NY
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the banking industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
7
7
years of post-secondary education
1
1
Language
Work History
Customer Service Representative
TD Bank
Bronx, NY
01.2021 - Current
- Sold and cross-sold bank products to new and existing customers.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Recommended products to customers, thoroughly explaining details.
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
Bank Teller
TD Bank
Bronx, NY
10.2017 - 01.2021
- Performs advanced transactions, including foreign exchange, reporting and correcting discrepancies
- Take care of daily and monthly operations and guidelines, prepare retention
- Educates and engages Customers in conversations regarding their current and future financial needs and educates Customers about Bank products and services.
- Trains and acts as a mentor to new Tellers
- Educated customers on use of banking website and mobile apps.
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
Sales Specialist
Victoria's Secret & PINK
New York, NY
10.2016 - 09.2017
- Take the lead in resolving customer complaints and ensure customer satisfactions
- Visual maintenance and Product replenishment
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
- Prospected continuously for new potential customers and maintained robust conversion rate.
- Accepted and processed customer payments and balanced receipts and cash.
- Built rapport with customers and assessed needs to make product recommendations and upsell.
Assistant Manager
Charming Charlie
Yonkers, NY
09.2015 - 10.2016
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Established and optimized schedules to keep coverage and service in line with forecasted demands.
- Directed merchandising, promotion and brand loyalty efforts for business segment with greatest sales volume.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Held each team member accountable for achieving brand and performance goals.
Junior Supervisor
Annie Sez
Scarsdale, NY
07.2013 - 08.2015
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Worked with management team to implement proper division of responsibilities.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Maintained compliance with company policies, objectives and communication goals.
Education
BBA - Business Administration
Lehman College
The Bronx, NY 09.2018 - Current
High School Diploma -
Lincoln High School
Yonkers, NY 09.2009 - 06.2013
Skills
Sales expertise
Complaint resolution
Relationship building and management
Compliance, banking laws and regulations
Upselling skills
Customer relationship development
Cash Handling
Excellent time management skills
Ledger and balance sheet competency
Rapid data entry skills
Timeline
Customer Service Representative
TD Bank
01.2021 - Current
BBA - Business Administration
Lehman College
09.2018 - Current
Bank Teller
TD Bank
10.2017 - 01.2021
Sales Specialist
Victoria's Secret & PINK
10.2016 - 09.2017
Assistant Manager
Charming Charlie
09.2015 - 10.2016
Junior Supervisor
Annie Sez
07.2013 - 08.2015
High School Diploma -
Lincoln High School
09.2009 - 06.2013