Katherine Reyes
Jacksonville
Summary
Dynamic banking professional with a proven track record at Merrill Lynch, excelling in client satisfaction and crisis management. Bilingual in Spanish and English, I leverage critical thinking and financial software proficiency to resolve complex inquiries, achieving top performer status in client satisfaction surveys. Committed to delivering exceptional customer care and effective solutions.
Overview
10
10
years of professional experience
Work History
Banking and Brokerage
Merrill Lynch
Jacksonville
06.2024 - Current
- Resolved client inquiries on brokerage and deposit accounts, ensuring clarity and satisfaction.
- Collaborated with financial advisors to develop effective resolutions for client concerns.
- Assisted with diverse inquiries including account closures, CD renewals, card requests, and online banking.
- Handled challenging calls, leading to satisfactory resolutions.
- Achieved top performer status in client satisfaction surveys for several months, ranking number one at end of 2024.
- Served as team advocate starting January 2025.
Credit Card Services
Merril Lynch
Jacksonville
06.2022 - 06.2024
- Executed account maintenance tasks, including address changes and lost/stolen reports.
- Delivered tailored service to high net worth clients and small businesses regarding credit card inquiries.
- Guided customers in bill comprehension, transaction processing, and payment navigation across multiple systems.
- Identified and implemented solutions to client concerns, improving service delivery in credit card operations.
Receptionist/Data Entry
Remdy Staffing
Jacksonville
01.2022 - 06.2022
- Greeted clients and answered phone calls to provide effective front desk support.
- Processed drug screenings, organized hiring events, and scheduled interviews efficiently.
- Organized forms, scanned records, and uploaded documentation into the database.
- Opened building punctually and ensured all front desk operations were functional at business start.
- Executed various temporary roles, including receptionist, data entry clerk, and customer service representative.
- Prepared and filed new employee documents meticulously, maintaining organized records.
Bank Teller
Bank of America
Jacksonville
03.2017 - 03.2019
- Delivered customer assistance by providing balance details and resolving inquiries.
- Processed account services, including check cashing, deposits, and withdrawals.
- Collaborated with bank security to report counterfeit checks to management.
- Addressed all customer complaints with professionalism and courtesy.
- Utilized video camera technology at ATMs to assist customers effectively.
- Protected bank operations by ensuring confidentiality of customer information.
- Maintained high levels of customer confidence and satisfaction throughout interactions.
Collector
Diversified Consultants Inc.
Jacksonville
08.2016 - 12.2016
- Executed outbound calls to delinquent account holders regarding payments.
- Assessed customers' financial situations to establish suitable payment arrangements.
- Informed debtors of potential consequences of non-payment on future finances.
- Maintained up-to-date records for resolved accounts, disputes, fraud cases, and deceased individuals.
- Provided assistance on inbound calls addressing customer inquiries and concerns.
Sales Associate
rue21
Jacksonville
08.2015 - 10.2016
- Maintained constant presence on sales floor to address customer needs effectively.
- Assisted customers with fitting items, identifying appropriate sizes, and completing purchases.
- Processed all shipments for timely availability on sales floor.
- Managed returns and resolved customer issues promptly.
- Handled inbound and outbound calls to enhance communication flow.
- Executed cash register responsibilities accurately and efficiently.
Sales Associate
tech-n-toys
Jacksonville
02.2016 - 05.2016
- Delivered information on store policies, product manufacturers, and popular items to enhance customer knowledge.
- Activated phones and processed associated bills for seamless transactions.
- Managed cash register operations to ensure accurate financial handling.
Education
Associate of Science - Business Administration
Fscj
Jacksonville, FLSkills
- Bilingual communication (Spanish & English)
- Typing proficiency
- Customer care
- Recordkeeping and documentation
- Management capabilities
- Financial software proficiency
- Signature verification
- Multitasking abilities
- Mediation skills
- Planning and organizing
- Regulatory compliance
- Account maintenance
- Crisis management strategies
- Project management expertise
- Critical thinking
Timeline
Banking and Brokerage
Merrill Lynch
06.2024 - Current
Credit Card Services
Merril Lynch
06.2022 - 06.2024
Receptionist/Data Entry
Remdy Staffing
01.2022 - 06.2022
Bank Teller
Bank of America
03.2017 - 03.2019
Collector
Diversified Consultants Inc.
08.2016 - 12.2016
Sales Associate
tech-n-toys
02.2016 - 05.2016
Sales Associate
rue21
08.2015 - 10.2016
Associate of Science - Business Administration
Fscj
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