Liana Alcala
Santa Maria,CA
Summary
I am seeking a long-term career where I can use my experience and skills to help your business meet and exceed its goals. I take pride in my work and try the best of my ability to succeed.
Overview
8
8
years of professional experience
Work History
Member Service Officer
Coasthills Federal Credit Union
12.2020 - Current
- Maintained customer records by updating account information.
- Identified potential fraud cases by monitoring suspicious account activity leading to protection of the credit union''s assets.
- Managed dispute resolution cases effectively by following established guidelines while maintaining empathy towards the member''s situation.
- Promoted credit union products and services to members, identifying opportunities to meet their financial needs.
- Processed transactions accurately and efficiently, minimizing errors while upholding strict confidentiality standards.
Operations Representative II
Mechanics Bank
08.2019 - 12.2020
- Effectively controlled the release of proprietary and confidential information for general client lists.
- Wrote accurate orders to manage transfers, verified transactions and maintained thorough records.
- Reviewed incoming wires to ensure correct and accurate information was being sent
- Taking incoming calls to help customers prepare a wire to go out
- Set up customer call in wire agreements
- Used Microsoft, Outlook, word, Excell and other computer programs to help do daily processes
Customer Call Center Representative
American Eco Services
06.2019 - 08.2019
- Collected, monitored and evaluated customer requirements to achieve desired delivery time and order fill rates.
- Improved service quality and increased sales by developing strong knowledge of company's products and services.
- Documented conversations with customers to track requests, problems and solutions.
- Escalated customer satisfaction ratings by offering valuable insights to customers needs and expectations.
Customer Service Representative
Advance America
02.2019 - 06.2019
- Consulted with customers to determine best methods to resolve service and billing issues.
- Documented conversations with customers to track requests, problems and solutions.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Greeted customers to facilitate services, determine service needs and accurately input orders into electronic systems.
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
Customer Service Representative
Check Into Cash
06.2017 - 05.2018
- Consulted with customers to determine best methods to resolve service and billing issues.
- Delivered high level of service and support to each customer, paving way for future business opportunities.
- Collected customer feedback and recommended procedural or product changes to enhance future service delivery.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Cashier
El Pollo Loco
11.2016 - 06.2017
- Helped customers find specific products, answering questions and offering advice.
- Trained new team members in cash register operation, stock procedures and customer service.
- Processed customer payments quickly and returned exact change and receipts.
- Welcomed customers, offering assistance to help find necessary store items.
Cashier
McDonald's
04.2016 - 07.2016
- Welcomed customers, offering assistance to help find necessary store items.
- Inspected items for damage and reported issues to supervisor to return unsalable merchandise and obtain replacements for customers.
- Processed customer payments quickly and returned exact change and receipts.
- Helped customers find specific products, answering questions and offering advice.
Education
Associate of Arts - Medical
Allan Hancock College
Santa Maria, CAHigh School Diploma -
Pioneer Valley High School
Santa Maria, CASkills
Effective communication skills, Skilled in planning and task management, Training and development skills, Proficient in MS Office Suites, Hardworking individual that takes pride in her work; Solid professional
Timeline
Member Service Officer
Coasthills Federal Credit Union
12.2020 - Current
Operations Representative II
Mechanics Bank
08.2019 - 12.2020
Customer Call Center Representative
American Eco Services
06.2019 - 08.2019
Customer Service Representative
Advance America
02.2019 - 06.2019
Customer Service Representative
Check Into Cash
06.2017 - 05.2018
Cashier
El Pollo Loco
11.2016 - 06.2017
Cashier
McDonald's
04.2016 - 07.2016
Associate of Arts - Medical
Allan Hancock College
High School Diploma -
Pioneer Valley High School