Liliana Alamo
Brownsville Cameron County
Summary
Dedicated customer service representative specializing in customer inquiry resolution, effective communication, and bilingual support. Proven ability to enhance customer satisfaction and manage accounts efficiently.
Overview
25
25
years of professional experience
Work History
Customer Service Representative/Sales Agent
Progressive Insurance
Cleveland
08.2023 - Current
- Assisted customers with inquiries about policies and claims processing.
- Resolved customer complaints through effective communication and problem-solving techniques.
- Educated clients on insurance products and coverage options available to them.
- Managed customer accounts using company software for efficient service delivery.
- Collaborated with team members to enhance service quality and streamline processes.
- Followed up with customers to ensure satisfaction with services provided.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Interpreted conversations between clients and professionals in real-time settings.
- Interpreted conversations between Spanish-speaking clients and English-speaking staff members.
Branch Service Manager
Wells Fargo
Harlingen
05.2007 - 10.2008
- Managed daily branch operations and ensured compliance with company policies.
- Trained and developed staff, improving service delivery and fostering teamwork.
- Evaluated employee performance and provided constructive feedback for growth.
- Facilitated team communication, streamlining operations and enhancing information flow.
- Resolved customer issues promptly, maintaining high service standards at all times.
- Resolved escalated customer complaints in a professional manner while ensuring customer satisfaction.
- Ensured that all financial transactions complied with federal laws and bank regulations.
- Developed programs aimed at increasing employee morale among staff members.
- Oversaw the hiring process for new employees including interviewing candidates and conducting background checks.
- Conducted regular meetings with team members to review performance objectives, discuss challenges, and provide feedback.
- Supervised daily operations of teller staff to ensure efficient service delivery.
- Trained new tellers on procedures and customer service techniques.
- Managed cash handling processes, ensuring compliance with banking regulations.
- Conducted regular performance evaluations to assess teller productivity and skills.
- Monitored cash levels in each teller's drawer.
- Conducted regular audits of teller activities to ensure accuracy of transactions.
- Reconciled discrepancies between actual cash amounts and book balances.
- Scheduled staff shifts according to business needs and staffing requirements.
- Reviewed and approved time sheets for teller staff members.
- Promoted bank products and services, achieving or surpassing sales goals through effective customer interactions.
Teller/Personal Banker
Wells Fargo
Brownsville
10.2000 - 05.2007
- Processed customer transactions efficiently and accurately.
- Assisted customers with account inquiries and banking services.
- Maintained cash drawer accuracy and balanced at the end of shifts.
- Educated clients on banking products and services available.
- Resolved customer concerns promptly and professionally.
- Followed security protocols to protect bank assets and customer information.
- Trained new tellers on procedures and operational standards.
- Received and processed customer transactions, including deposits, withdrawals, loan payments and other banking services.
- Balanced cash drawers on a daily basis.
- Handled large volumes of currency quickly and accurately with minimal errors.
- Answered customer inquiries regarding bank products and services.
- Maintained confidentiality of all customer records and information according to company policies.
- Issued and redeemed money orders, cashier checks, traveler's checks and savings bonds.
- Ordered checks, placed stop payment orders and conducted additional special services for customers.
- Identified fraudulent activity or suspicious behavior immediately reported it to management.
- Met or exceeded sales goals by promoting bank products and services in customer interactions.
- Assisted clients with account openings and maintenance at a major financial institution.
- Educated customers on financial products and services available at the branch.
- Helped customers open and close accounts, apply for loans and make sound financial decisions.
- Provided customer service to clients, including answering questions and resolving issues.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Cross-sold banking products such as credit cards, loans and investments.
- Identified potential fraud risks on accounts and reported suspicious activities to management.
- Greeted customers upon entering the bank and directed them to appropriate personnel or services.
- Processed loan applications according to established guidelines.
- Participated in training sessions regarding new banking products or services.
- Partnered with loan and mortgage officers and financial advisors to provide clients with optimal financial solutions.
- Responded promptly to customer emails, phone calls and requests for information.
Education
Personal Lines Licensing Insurance -
State of TX License For Insurance
Texas11-2024
Skills
- Account management
- Claims processing
- Product education
- Inquiry resolution
- Software utilization
- Customer relationship management
- Team collaboration
- Compliance adherence
- Problem solving
- Effective communication
- Call handling
- Multitask management
- Scheduling
- Spreadsheets
- Punctuality
- Call center
- Critical thinking
- Relationship building
- Bilingual support
- Customer training
Languages
English
Full Professional
Spanish
Full Professional
Timeline
Customer Service Representative/Sales Agent
Progressive Insurance
08.2023 - Current
Branch Service Manager
Wells Fargo
05.2007 - 10.2008
Teller/Personal Banker
Wells Fargo
10.2000 - 05.2007
Personal Lines Licensing Insurance -
State of TX License For Insurance