Lizeth Ortiz
Cleburne
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Dynamic bilingual employee with over 9 years of experience handling incoming calls, resolving customer issues. Native English speaker and fluent in Spanish. Dedicated to maintaining highest customer satisfaction while processing large volumes of calls in busy offices.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
PNC Bank
02.2022 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Personal Banker Officer
PNC Bank
03.2015 - 02.2022
- Processed customer requests for statements, ordering additional checks and updating customer personal information in database.
- Worked with clients to address and respond to client and partnership management issues.
- Contacted customers as soon as issues arose to immediately find resolution before problem escalated.
- Approached prospective clients through cold calling and emails to meet sales targets.
- Answered customer questions and explained available services such as deposit accounts and loans.
- Backed up teller team by handling needs of new and existing customers at main counter.
- Presented new and additional products and services to existing customers.
- Keyed customer contact information and payment data into system carefully observing corporate confidentiality procedures.
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Educated customers on use of banking website and mobile apps.
- Processed customer transactions promptly, minimizing wait times.
- Learned about customer's financial needs, established trust and optimized sales opportunities resulting in quality customer service.
- Recognized needs and referred to appropriate representative or line of business for cross-sell or service opportunities.
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Answered telephone inquiries on checking and savings accounts, loans and lines of credit.
- Executed wire transfers, stop payments and account transfers.
- Established rapport with new clients to increase satisfaction and loyalty.
Assistant Store Manager
El Ahorro Supermarket
01.2012 - 06.2014
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Met or surpassed business targets regularly through employee engagement and forward-thinking planning.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Managed scheduling for store shifts to accomplish proper staffing.
- Trained and managed associates in customer service and sales techniques.
- Assisted Manager in interview process of prospective employees and provided feedback.
- Resolved customer service issues promptly.
Education
High School Diploma -
Cleburne High School
Cleburne, TX06.2014
Skills
- Relationship building and management
- Financial Advising
- Policy development and implementation
- Sales expertise
- Cash Handling
- Bilingual
- Banking operations knowledge
- Multitasking Abilities
- Responding to Difficult Customers
- Building Customer Trust and Loyalty
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
PNC Bank
02.2022 - Current
Personal Banker Officer
PNC Bank
03.2015 - 02.2022
Assistant Store Manager
El Ahorro Supermarket
01.2012 - 06.2014
High School Diploma -
Cleburne High School