Luisa Valera
Everett,MA
Summary
Dedicated professional with a passion for creating lasting memories and building strong connections with customers. Exceptional communication skills to effortlessly engage with individuals from diverse backgrounds, ensuring outstanding customer service. Goal is to deliver an experience that leaves a lasting impression, generating a sense of awe and satisfaction.
Overview
12
12
years of professional experience
Work History
Member Service Representative
Harvard Federal Credit Union
08.2024 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Verified customer identification and documentation for compliant transactions.
- Handled cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
- Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
- Promoted a positive work environment by fostering open communication between colleagues and supervisors.
- Developed comprehensive knowledge of credit union products, staying current on updates for informed recommendations to members.
- Educated and engaged customers with new bank products and services.
Spanish Teacher 1-6th
Mystic Valley Regional Charter School
08.2022 - 06.2024
- Effectively implement the designated curricula using the Rosetta Stone computer program
- Maintain daily classroom design and schedule
- Maintain classroom behavior using and enforcing the 4:1 Ratio of Positive comments
- Document lesson and student progress daily and submit to the Professional Development Coordinator weekly
- Attend and participate in weekly grade level team meetings, weekly/bi-weekly Teacher Assistance Team (TAT) meetings, and bi-monthly staff meetings
- Complete four progress reports and four report cards for all students in the homeroom/specialty classes as well as grades for any students in academic groups for each school year
- Attend and conduct 4 parent-teacher conferences each school year (2-spring and 2-fall)
- Improved language proficiency by conducting interactive speaking and listening exercises.
- Taught grammar and vocabulary essentials, improving student communication skills.
- Promoted a positive classroom environment by fostering open communication between students and addressing any conflicts or concerns promptly.
Banker
Citizens Bank
05.2018 - 08.2022
- Experienced Chat Agent with a proven track record of providing excellent customer service and administrative support
- Highly organized and detail-oriented, able to handle multiple tasks efficiently and accurately
- (Remote from 03/2022-08/2022)
- Engage with customers to develop a positive customer experience; strive to make each customer interaction the best experience of their day
- Develop new and existing customers by understanding their financial needs, providing products and solutions to help them spend and save
- Go above and beyond for customers to strengthen and retain long term relationships
- Grow new business and drive referrals to branch colleagues and partners to support the broader financial needs of customers
- Serve as the financial liaison to customers while providing world class customer service
- Open new accounts and perform teller transactions to meet the needs of the customer
- Open new accounts and perform teller transactions to meet the needs of the customer
- Bring a positive energy and confidence to Citizens Bank and its customers every day
- Present a professional appearance as the face of Citizens
- Processed wide variety of retail banking transactions for personal and commercial customers.
Teller
Santander Bank
08.2016 - 11.2017
- Provided consistent world class customer service to internal and external customers which exceeded their expectations
- Resolves customer issues and provided WOW experiences
- Promoted, referred, and sold bank products and services
- Followed a balancing guidelines, compliance, and security procedures
- Took cash and credit cards payments in according to established bank procedures
- Described product to customers and accurately explained details and care of merchandise
- Earned management trust by serving as key holder, responsibly opening, and closing bank
- Ranked number one (1) agent in my region for sales and customer satisfaction
Customer Loyalty/Retention Specialist
Comcast Corporation/NBCN
02.2015 - 10.2016
- Retained consumer memberships through utilization of sales tools and techniques
- Logged all calls into membership computer system
- Addressed consumer needs and outlined how continued membership will fulfill those needs
- Adhered to previously approved script during calls
- Provided superb customer service courteously and efficiently
- Responded immediately and accurately to all billing dispute inquiries
- Processed new service, saved account and rescheduling orders
- Explained new services and products to existing customers
- Tabulated and reported on retention effort outcomes
- Answered product questions with up-to-date knowledge of sales and store promotions
- Effectively communicated with and supported sales, marketing, and administrative teams daily
CSR- Admissions Representative
Boston Career Institute Inc.
01.2013 - 04.2015
- Represent the institution in a positive manner by acting as first point of contact
- Promote the institute through social networking activities, engagement, and empowerment
- Provide information to students regarding certificate programs and courses offered and policies and procedures
- Review students' applications for eligibility Provide students with information on admission procedures
- Assist with filling out admission forms, making appropriate career choices
- Set up appointments and assist with interviews
- Conduct campus tours to familiarize students with the campus
- Represent the institute on career fairs and student events by providing information regarding the institute's courses and financial aid eligibility
Education
Government -
Harvard Extension School
Cambridge, MA06-2028
POLITICAL SCIENCE -
LIBERTY UNIVERSITY
Lynchburg, VA11-2024
PARALEGAL STUDIES -
BOSTON UNIVERSITY CENTER FOR PROFESSIONAL EDUCATION
Malden, MA12.2022
Skills
- Exceptional communication skills
- Active listening skills
- Notary public
- Relationship building
- Transaction processing
- Call center experience
- Sales strategy
- Banking
- Document processing
- Inbound call management
- Spanish fluency
- Paralegal
Timeline
Member Service Representative
Harvard Federal Credit Union
08.2024 - Current
Spanish Teacher 1-6th
Mystic Valley Regional Charter School
08.2022 - 06.2024
Banker
Citizens Bank
05.2018 - 08.2022
Teller
Santander Bank
08.2016 - 11.2017
Customer Loyalty/Retention Specialist
Comcast Corporation/NBCN
02.2015 - 10.2016
CSR- Admissions Representative
Boston Career Institute Inc.
01.2013 - 04.2015
PARALEGAL STUDIES -
BOSTON UNIVERSITY CENTER FOR PROFESSIONAL EDUCATION
Government -
Harvard Extension School
POLITICAL SCIENCE -
LIBERTY UNIVERSITY
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