Lizette Lucero
Hawthorne,CA
Summary
Self-driven individual who has achieved success in a variety of roles with increase levels of responsibilities. I offer a strong presentation and problem solving skills. Excellent oral and written communication, listening and time management skills with strong attention to detail work ethics. Hard working and diligent team player.
Overview
16
16
years of professional experience
Work History
Fraud Operations Analyst
US Bank
05.2023 - Current
- Monitor accounts activity to identify and prevent fraudulent transactions, securing accounts and minimizing losses.
- Utilized multiple software systems to manage fraud cases efficiently and independently resolve complex issues.
- Enhanced data accuracy through meticulous attention to detail in data management tasks.
- Exhibited strong analytical skills when reviewing customers accounts.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Streamlined communication between departments, facilitating faster problem resolution.
- Trained new hires on best practices, policies and procedures, while providing guidance and support during their onboarding
- Managed inbound and outbound queues calls while maintaining service quality and adherence to company protocols.
Customer Contact Center Personal Banker
US Bank
10.2020 - 05.2023
- Assisted customers with account inquiries, transactions, and service requests to enhance satisfaction.
- delivered exceptional customer support via inbound calls, troubleshooting account issues and guiding clients through online banking.
- De-escalated high stressed situations with professionalism and empathy, improving customer satisfaction
- Collaborated with team members to streamline processes for increased efficiency in service delivery.
- Mentored new hires and support HUB operations, contributing to team performance and knowledge.
- Specialized in deposit accounts, credit services and online banking.
- Managed high call volumes while maintaining excellent customer service standards under pressure situations.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
Client Relationship Consultant 3
Us Bank
05.2013 - 10.2020
- Performed basic administrative tasks such as handling phone calls, inquiries, and emails
- Handled cash transactions, balanced cash drawers, balance ATM weekly, balance bank vault
- Kept teller window areas clean, organized and fully stocked
- Ensured that all tellers were compliant in terms of federal regulations and corporate policies
- Maintenance accounts, open new accounts and closed accounts
- Increased knowledge of banking products and services by actively participating in available training classes and workshops offered to employees
- Recruited top individuals offering talent, experience and knowledge to the team
- Actively involved in helping team members meet monthly goals and improve skills through consistent mentoring and in-depth job training
- Met or exceeded sales goals by promoting bank products and services in every interaction
- Offered every customer exceptional service levels by remaining friendly and professional during every transaction
Customer Service Representative
Sally Beauty Supply
08.2009 - 05.2013
- Helped customers update accounts, sign up for new services and take advantage of special offers
- Trained new team members in cash register operation, stock procedures and customer service
- Drove sales and add-on purchases by promoting specific item options to customers
- Maximized customer satisfaction by assisting customers complete purchases, locate items and sign up for rewards programs
- Troubleshot and resolved issues with cash registers, card scanners and printers
- Counted drawers at start and end of shifts to validate daily records and uphold accounting accuracy
- Counted product stock to maintain inventory records
- Received product orders, unloaded merchandise and arranged store stock into appealing displays
Education
High School Diploma -
Hawthorne High School
Hawthorne, CA2007
Skills
- Attention to detail
- Data entry and maintenance
- Efficient and detail oriented
- Problem solving
- Bilingual in Spanish
- Reliable
- Organizational skills
- Team collaboration
- Adaptability and flexibility
- Analytical thinking
- Time management
- Strong work ethic
- Multitasking abilities
Timeline
Fraud Operations Analyst
US Bank
05.2023 - Current
Customer Contact Center Personal Banker
US Bank
10.2020 - 05.2023
Client Relationship Consultant 3
Us Bank
05.2013 - 10.2020
Customer Service Representative
Sally Beauty Supply
08.2009 - 05.2013
High School Diploma -
Hawthorne High School