LIANA RIVERA
SHOREWOOD,IL
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude and willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills and ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
10
10
years of professional experience
Work History
Universal Banker
HOMETOWN NATIONAL BANK
05.2019 - Current
- Answer approximately 50 calls a day
- Update records with customers' private information
- Assist callers with payment questions or concerns
- Provide callers with proper forms for address changes, transfers, etc
- Maintain account holders' personal identifiable information confidential
- Answer questions and provide information regarding bank policies and account information
- Open Checking, Savings, Certificate of Deposits, IRA, Court Ordered and Trust accounts
- Monitor and report account changes
- Lead weekly meetings
- Manage day-to-day operations
- Handle customer service duties
- Solve customer complaints.
- Train and monitor all new hire associates
- Print and pin debit cards
- Create/ Edit all Universal Banker notes
- Facilitate smooth transactions by adeptly handling cash deposits, withdrawals, check processing and loan payments
- Provide advice on different bank products and financial options
- Identify customer financial needs through in-person efforts, cold calls, referrals, and marketing while providing strong product knowledge and quality service
- Resolve complex customer issues efficiently, collaborating with relevant departments when necessary for prompt resolution of problems encountered during banking transactions and/or cold calls
- Built and maintain customer portfolios for all account types established with the bank
- Assist branch manager in meeting customer service targets by executing various strategies and initiatives
- Developed and maintained strong customer relationships, providing exceptional service and advice
- Generated monthly reports on customer activity and customer feedback
- Arranged monies received in cash boxes and coin dispensers according to denomination
- Adhered to established security procedures and reported potential fraud or safety violations to management for immediate recourse.
- Optimized workflow processes within the branch by implementing best practices in organization and time management techniques.
- Referred customers to other banking departments for specialized services,
- Calculated fees due, interest and change for customer loan transactions.
- Supported branch operations ensuring compliance with all federal and state regulations as well as bank policies.
Customer Service Representative (CSR)
SOCIAL SECURITY ADMINISTRATION
11.2020 - 11.2021
- Enroll beneficiaries in Medicare and handle all issues involving Medicare
- Speak with customers by telephone to obtain information regarding eligibility and entitlement for programs administered by SSA
- Provide information on SSA laws, rules, and regulations, as well as Medicare Insurance programs
- Access and update information about claims and potential eligibility
- Use Microsoft Office applications
- Type and mail SSA-related documents/letters to beneficiaries
- Stay updated on emergency system emails or possible policy changes.
- Collaborated with team members to develop best practices for consistent customer delivery.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved accounting, service, and check delivery concerns
- Responded proactively and positively to rapid change.
- Tracked changes made by other departments on client cases
- Participated in team meetings and training sessions to stay informed about policy updates.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Promptly responded to inquiries and requests from prospective customers.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Handled customer inquiries and suggestions courteously and professionally.
Sales Associate
SEARS
06.2014 - 06.2016
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
- Utilized cross-selling techniques to introduce customers to complementary products, increasing average transaction size.
- Helped customers locate products and checked store system for merchandise at other locations.
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Managed returns, exchanges and refunds in accordance with store policy.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Organized racks and shelves to maintain store visual appeal, engage customers, and provide exception advice on merchandise selection.
- Organized in-store promotions and events to increase foot traffic and drive additional sales opportunities.
- Monitored customers for signs of security concerns and escalated issues to management.
- Conducted thorough product knowledge training sessions for new hires, ensuring they were well-equipped to serve customers effectively.
- Participated in storewide audits, ensuring accuracy of inventory counts and identifying areas for improvement in stock management processes.
- Managed cash register after end of shift to balance and record accurate transactions.
- Maintained clean sales floor and straightened and faced merchandise.
- Trained and supervised new employees to use selling strategies and apply best practices.
Education
High School Diploma -
Joliet West Township Highschool
Joliet, IL05.2019
Skills
- Relationship building and management to ensure excellent customer service skills
- Workload Management
- Account Servicing
- Sorting and Filing
- Analytical Thinking
- Financial Advising
- Legal standards
- Document Preparation
- Compliance, banking laws, and regulations
- Discrepancy Resolution
- Security assurance and data protection
- Regulatory Compliance Management
References
- James Gomez, SSA (CSR)- Co-worker
Jamesgomez011412@gmail.com, (312)778-2494
- Lizette Yepez, SSA (Manager)
lizette.Yepez@ssa.gov, (312)575-6815
- Vickie Kehoe, HTNB (Manager)
vkehoe@myhtnb.bank, (815)207-4664
- Hector Munoz, HTNB (Supervisor)
hectorb52@gmail.com, (773)817-4523
Timeline
Customer Service Representative (CSR)
SOCIAL SECURITY ADMINISTRATION
11.2020 - 11.2021
Universal Banker
HOMETOWN NATIONAL BANK
05.2019 - Current
Sales Associate
SEARS
06.2014 - 06.2016
High School Diploma -
Joliet West Township Highschool
Similar Profiles
Deborah ArellanoDeborah Arellano
Administrative Assistant in Commercial Lending at Hometown National BankAdministrative Assistant in Commercial Lending at Hometown National Bank
Audrey HoumesAudrey Houmes
Customer Service Representative at The Hometown Savings BankCustomer Service Representative at The Hometown Savings Bank
Megan FrasselMegan Frassel
Personal Banker at HomeTown BankPersonal Banker at HomeTown Bank
AMRITA G. SINGHAMRITA G. SINGH
Occupational Therapist at Marklund Day School, Philip Center, & Wasmond CenterOccupational Therapist at Marklund Day School, Philip Center, & Wasmond Center
KERRIE ERICKSENKERRIE ERICKSEN
MATERNAL FETAL MEDICINE RN at ST. JOSEPH MEDICAL CENTERMATERNAL FETAL MEDICINE RN at ST. JOSEPH MEDICAL CENTER