Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Liliana Vargas

Summary

With over 10 years experience in Customer Service, I am proficient at managing financial transactions and providing exceptional customer support, I leveraged my Call Center experience and Spanish fluency to enhance customer satisfaction at CEFCU. My proactive approach and ability to remain calm under pressure led to a significant improvement in service delivery, fostering strong customer relations and streamlining operational efficiency.

Overview

12
12
years of professional experience

Work History

Member Service Representative/Member Services Assistant

CEFCU
06.2019 - 04.2022
  • Handled complaints with prompt, courteous service to uphold professional reputation.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Handled cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
  • Maintained up-to-date knowledge of product and service changes.
  • Processed account transactions accurately, ensuring proper documentation and timely processing.
  • Served as a mentor for new hires sharing best practices contributing towards increased productivity among team members.
  • Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
  • Verified customer identification and documentation for compliant transactions.
  • Educated and engaged customers with new bank products and services.
  • Opened customer accounts and provided deposit and withdrawal receipts.
  • Developed comprehensive knowledge of credit union products, staying current on updates for informed recommendations to members.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Cross-trained and provided backup support for organizational leadership.
  • Resolved customer issues through thorough dispute investigation.
  • Supported the onboarding process for new members, explaining benefits and assisting with paperwork completion.
  • Managed daily balancing tasks reducing discrepancies in accounting records while maintaining accuracy.
  • Assisted members with account management, including updating personal information and setting up automated payments.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Trained staff on operating procedures and company services.
  • Delivered prompt service to prioritize customer needs.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Trained new personnel regarding company operations, policies and services.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Executed wire transfers, stop payments, account transfers.
  • Processed applications for new accounts.

Contact Center Representative

CEFCU
12.2014 - 06.2019
  • Reduced handle time by quickly identifying customer needs and providing accurate information.
  • Managed high call volume while remaining focused on delivering excellent customer experiences.
  • Collaborated with cross-functional teams to provide seamless support for customers during various stages of the service process.
  • Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
  • Demonstrated empathy towards customer concerns, fostering trust and rapport during interactions.
  • Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.
  • Trained new personnel regarding company operations, policies and services.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.
  • Assisted in training new hires, sharing best practices and contributing to their professional development.
  • Trained staff on operating procedures and company services.
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
  • Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
  • Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
  • Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
  • Worked effectively in fast-paced environments.
  • Excellent communication skills, both verbal and written.

Customer Service Representative

Kimberly-Clark
02.2014 - 12.2014
  • Responded to customer requests for products, services, and company information.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Maintained up-to-date knowledge of product and service changes.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Demonstrated respect, friendliness and willingness to help wherever needed.

Teller Supervisor

North Shore Trust & Savings Bank
10.2010 - 11.2013
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Examined tellers' reports of daily transactions for accuracy.
  • Researched and resolved customer issues on personal savings, checking, and line of credit accounts.
  • Counted cash drawers and made bank deposits.
  • Fostered a positive work environment by promoting open communication and collaboration among team members.
  • Oversaw staff training initiatives, ensuring all tellers were knowledgeable about products, services, and operational procedures.
  • Enhanced customer satisfaction by efficiently resolving issues and addressing inquiries.
  • Maintained compliance with all regulatory requirements, regularly reviewing policies and procedures.
  • Provided exceptional customer service during high-volume periods, demonstrating professionalism under pressure.
  • Arranged monies received in cash boxes and coin dispensers according to denomination.
  • Counted, verified and handled bank deposits and armored car transactions.
  • Maintained friendly and professional customer interactions.
  • Assisted customers with banking needs and inquiries.
  • Handled various accounting transactions.
  • Executed wire transfers, stop payments and account transfers.
  • Processed applications for new accounts.
  • Oversaw daily branch operations, ensuring compliance with all banking regulations and policies.
  • Conducted thorough audits of teller drawers and vaults, ensuring accuracy and adherence to compliance standards.
  • Monitored cash levels and managed orders for currency and coins to ensure branch could meet daily customer demands.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Worked well in a team setting, providing support and guidance.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Trained new hires on customer service policies and procedures.
  • Learned and adapted quickly to new technology and software applications.

Education

High School Diploma -

North Chicago Community High School
North Chicago, IL
05-2008

Skills

  • Call center experience
  • Customer Service
  • Financial Transactions
  • Customer Support
  • Policy understanding
  • Calm and Professional Under Pressure
  • Computer Skills
  • Customer Relations
  • Microsoft Office
  • Understanding Customer Needs
  • Spanish Fluency

Languages

Spanish
Full Professional

Timeline

Member Service Representative/Member Services Assistant

CEFCU
06.2019 - 04.2022

Contact Center Representative

CEFCU
12.2014 - 06.2019

Customer Service Representative

Kimberly-Clark
02.2014 - 12.2014

Teller Supervisor

North Shore Trust & Savings Bank
10.2010 - 11.2013

High School Diploma -

North Chicago Community High School

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Liliana Vargas