Kelsea Sauceda
Lubbock,USA
Summary
Highly motivated customer service professional with a strong background in the banking industry, known for handling high-pressure situations with professionalism, empathy, and attention to detail. Experienced in de-escalating conflicts, multitasking under pressure, and working with diverse individuals — skills directly transferable to a dynamic in-flight environment. Committed to applying a safety-first mindset and delivering exceptional customer experiences.
Overview
8
8
years of professional experience
Work History
Mobile Deposit Review
Prosperity Bank
Lubbock, TX
07.2024 - Current
- Review and verify mobile deposit transactions to ensure accuracy and prevent fraud, maintaining strict compliance with banking regulations.
- Provide high-quality customer support by identifying errors or suspicious activity and guiding clients through resolution steps with clarity and empathy.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Maintain confidentiality and security standards while managing sensitive financial information, reinforcing trust and reliability.
Universal Banker
PNC Bank
Austin, TX
08.2021 - 05.2023
- Assisted new and deepened existing customer relationships by initiating a thorough quality conversation in order to identify customer needs and matching those needs with the appropriate bank product or service.
- Trained and mentored junior banking staff to maximize performance, efficiency, and compliance.
- Educated customers on features and benefits of banking products and services.
- Provided the highest customer satisfaction as evidenced by a client surveying system.
Lead Teller
Wells Fargo
Austin, TX
05.2019 - 07.2021
- Opened and closed the branch
- Vault's custodian
- In charge of incoming and outgoing cash shipments as well as daily vault balancing, ensure all audit and compliance procedures are followed
- Followed all policies and procedures required to maintain accuracy, manage risk, prevent fraud, and protect customers
- Multitasked between running a teller window, supplying cash from vault to tellers, and being able to go back and forth between transactions to tellers to provide overrides or answer questions as needed
- Help resolve customers' complaints and concerns
- Performed observations on tellers and coaching tellers from these observations.
Teller
Wells Fargo
Austin, TX
06.2017 - 05.2019
- Provided excellent customer service by greeting customers warmly upon arrival.
- Processed customer transactions, including deposits, withdrawals, foreign currency and check cashing.
- Answering questions in person or on telephone; referring customers to bankers for other bank services.
- Prevented fraud by spotting suspicious behavior and problematic transactions.
- Maintained strict compliance with banking standards, regulations and laws.
Education
South Plains College
Lubbock05.2027
High School Diploma -
Monterey High School
Lubbock, TX05.2014
Skills
- Customer service excellence
- Leadership skills
- Conflict resolution
- Multitasking and time management
- Cash handling proficiency
- Problem solving and critical thinking
- Team collaboration
- Cross-cultural communication
- Fraud detection and prevention
Languages
Advanced, English
Middle Initial
K S
Timeline
Mobile Deposit Review
Prosperity Bank
07.2024 - Current
Universal Banker
PNC Bank
08.2021 - 05.2023
Lead Teller
Wells Fargo
05.2019 - 07.2021
Teller
Wells Fargo
06.2017 - 05.2019
South Plains College
High School Diploma -
Monterey High School
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