Overview
Work History
Education
Skills
Languages
Timeline
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LUZ ELIANA SIMMONS

Katy,TX

Overview

16
16
years of professional experience

Work History

Assistant Branch Manager

Woodforest National Bank
01.2024 - Current


  • Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
  • Trained and developed new team members in alignment with branch service standards and objectives.
  • Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
  • Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
  • Enhanced customer satisfaction by providing exceptional service and addressing concerns promptly.
  • Supervised daily branch operations, ensuring compliance with policies and procedures.
  • Developed and implemented training programs for new staff to enhance service quality.
  • Coordinated marketing initiatives to promote bank products and services within the community.
  • Managed cash flow and inventory control, optimizing resources for operational efficiency.
  • Led team meetings to discuss goals, performance updates, and best practices for customer engagement.
  • Assisted in achieving branch sales goals by identifying potential cross-selling opportunities and promoting bank products and services.
  • Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals.
  • Collaborated with tellers, universal bankers and personal bankers to exceed sales goals.
  • Led monthly team meetings focusing on progress updates, goal-setting sessions, best practices sharing and collaborative problemsolving.
  • Developed and managed employee schedules, balancing individual requests and requirements with business needs.
  • Prepared internal and regulatory financial reports, balance sheets and income statements.

Branch Banker

PNC Bank
08.2022 - 12.2024
  • Implement strategies and techniques used to ensure that customers have a positive experience with the organization and its products and services at every touch point.
  • Advise, educate, and engage clients on a variety of technological tools and resources allowing them to explore solutions to achieve their goals and financial well-being.
  • Manage assigned customers and proactively meet with them - in person and over the phone - to build lasting relationships, discover financial needs, and tailor product and service recommendations.
  • Ensures compliance with regulatory guidelines and adherence to established policies and procedures.
  • Applies product and procedural knowledge to identify, mitigate and solve customer problems effectively to drive customer loyalty.
  • Leads effective problem resolution, making banking easy for customers.
  • Demonstrates ability and willingness to face challenges, solve problems, while maintaining effective relationships with customers by exceeding their requirements and expectations.
  • Ability to adapt and learn new techniques and processes under constantly changing competitive marketing demands.
  • Processed a variety of financial transactions efficiently while ensuring compliance with banking regulations.
  • Educated customers on products and services, enhancing overall client engagement and satisfaction.
  • Collaborated with team members to streamline operations, improving workflow efficiency within the branch.
  • Led team meetings to discuss performance metrics and develop strategies for continuous improvement in service quality.
  • Managed branch operations for seamless transactions and excellent customer experiences.
  • Implemented sales strategies for the promotion of various banking products and services.
  • Assisted customers with account opening procedures as well as ongoing maintenance requests such as address changes or periodic account reconciliations.
  • Cross-sold wide range of services and products to increase new business and expand existing customer relationships.
  • Counted currency, coins and checks in cash drawer, night depository and ATM.
  • Helped customers prepare documents required to complete transactions and process requests.
  • Performed banking, business administration and financial tasks to guarantee five-star service for clients.

Retail Banker III

Woodforest National Bank
06.2020 - 08.2022
  • Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
  • Reconciled cash drawer and resolved discrepancies.
  • Counted and packaged currency and coins.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Logged cashier's checks and other transactions to maintain accurate account records.
  • Sold and cross-sold bank products to new and existing customers.
  • Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
  • Processed customer transactions promptly, minimizing wait times.
  • Managed daily operations and customer interactions to ensure high-quality service delivery.
  • Maintained high levels of cash handling accuracy, ensuring proper documentation and adherence to compliance requirements.
  • Offered clients advice and guidance on digital and self-serve options to make banking easy, simple and fast.
  • Collaborated with team members to achieve branch sales targets and enhance overall productivity.
  • Increased customer satisfaction by providing personalized banking solutions and exceptional customer service.
  • Identified opportunities for cross-selling financial products, resulting in higher revenue generation.
  • Identified, marketed and recommended bank products and services to achieve individual sales.
  • Provided ongoing support for online banking platforms as necessary, guiding customers through setup processes or troubleshooting issues to ensure seamless digital transactions.
  • Assisted in the implementation of new marketing strategies, leading to increased foot traffic and account openings.
  • Improved teller accuracy by conducting regular audits and emphasizing the importance of attention to detail.
  • Assisted customers with banking needs and inquiries.
  • Executed wire transfers, stop payments and account transfers.
  • Cross-sold credit cards, loans and other bank products.
  • Established rapport with new clients to increase satisfaction and loyalty.

Sales Representative

La Mina De Oro
01.2017 - 12.2019
  • Respond to telephone inquiries providing quality of service to customer inquiring for perfume and colognes
  • Build long-lasting relationships with customers who have a passion for the latest fragrance trends. From greeting them in the store and suggesting new styles to checking in with them later and inviting them to VIP events and promotions.
  • Set up for store displays and marketing presentations
  • Shipping and Receiving Products
  • Collect Payments cash, check & Credit Card (POS Payments)
  • Conducted market research to identify trends and customer needs, enhancing product offerings.
  • Analyzed sales data to refine strategies, improving overall performance and customer satisfaction.
  • Implemented promotional campaigns that effectively increased brand visibility and engagement.
  • Utilized CRM software to track leads, manage customer interactions, and optimize follow-up strategies.
  • Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
  • Generated additional sales opportunities with upselling and cross-selling techniques.
  • Collaborated with marketing to create impactful promotional materials for increased brand awareness.
  • Collaborated with marketing department to align sales strategies with new campaigns.
  • Exceeded sales targets through effective planning and goal setting.
  • Led training sessions for new sales representatives, enhancing team expertise and performance.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.

Bilingual Customer Service Representative

WSI Warehouse Specialists Inc
06.2014 - 08.2015
  • Respond to inquiries or to notify customers of planned adjustments or results of their claim
  • Data entry, typing, verbal communication. Analytical and organizational skills.
  • Address customer grievances and forward to designated departments for further investigation.
  • Determine charges for services, collect deposits or payments, and/or arrange for billing.
  • Provided solutions and options to resolve customers' problems.
  • Provided bilingual support to customers, resolving inquiries and enhancing satisfaction levels.
  • Collaborated with teams to identify trends in customer feedback, informing product enhancements and service adjustments.
  • Led workshops focused on best practices in customer engagement, fostering a culture of excellence among staff.
  • Analyzed service metrics to evaluate performance and recommend strategies for operational improvements.
  • Assisted customers with Spanish-language inquiries in a timely and professional manner.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
  • Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
  • Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
  • Communicated with management when customer issues escalated and worked to find resolutions.
  • Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Type-speaking customers.
  • Met all call quality standards and daily quotas for first-call resolution.
  • Consistently maintained a professional demeanor under pressure during high-call volume periods or challenging customer interactions.
  • Streamlined communication for non-English speaking customers, providing accurate translations of company policies and product information.
  • Collaborated with other departments as needed to resolve customer issues that required cross-functional support or expertise.
  • Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
  • Supported company growth by consistently meeting or exceeding performance metrics for call handling, first contact resolution, and customer satisfaction.
  • Utilized advanced knowledge of products and services to provide accurate information to customers while upselling when appropriate.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Managed timely and effective replacement of damaged or missing products.
  • Trained new personnel regarding company operations, policies and services.
  • Cross-trained and backed up other customer service managers.
  • Increased efficiency and team productivity by promoting operational best practices.

Cashier and Server

Howdy's Restaurant
03.2012 - 03.2014
  • Collect Payments cash, check & Credit Card (POS Payments)
  • Issue receipts, refunds, credits, or change due to customers.
  • Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate daily change.
  • Smile & Greet customers entering establishments.
  • Maintain clean and orderly checkout areas.
  • Establish or identify prices of goods, services or admission, and tabulate bills using calculators, cash registers, or optical price scanners.
  • Supervised daily cashier operations, ensuring adherence to company policies and procedures.
  • Led team meetings focused on improving operational efficiency and addressing employee concerns.
  • Conducted regular audits of cash drawers to ensure accuracy and compliance with financial regulations.
  • Collaborated with store management to develop strategies for improving sales performance and meeting revenue goals.
  • Increased employee retention by providing ongoing training and support to cashier staff.
  • Evaluated cashier performance regularly through reviews, identifying areas for improvement or further training required.
  • Contributed to sales growth by upselling products or informing customers about current promotions or discounts available.
  • Improved overall store efficiency by overseeing proper cash handling procedures and resolving discrepancies.
  • Conducted daily audits of registers to ensure accuracy in financial reporting and minimize losses from discrepancies or thefts incidents.
  • Monitored areas for security issues and safety hazards.
  • Trained cashiers on organizational policies, cash handling and customer service to maintain highly skilled team.
  • Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.

Salesperson

Rip Curl Store
12.2009 - 08.2010
  • In charge of sales clothing, surfboards, wetsuits and watches
  • Collect payment for sold merchandise
  • Tag merchandise with price tags
  • Organize and fold clothing and merchandise on display
  • Smile and greet customers and answer questions
  • Boost/increase store sales quotas daily
  • Trained and mentored new staff in customer service excellence and cash handling best practices.
  • Trained new staff on product knowledge and sales techniques to optimize performance.
  • Managed inventory levels, ensuring stock availability for customers during peak hours.
  • Developed visual merchandising strategies that increased product visibility and appeal.
  • Implemented effective upselling techniques, driving overall sales growth in-store.
  • Resolved customer complaints efficiently, maintaining a positive shopping experience and loyalty.
  • Analyzed sales data to identify trends and adjust strategies for improved outcomes.
  • Collaborated with team members to execute promotional events, boosting store traffic and engagement.
  • Greeted customers, helped locate merchandise, and suggested suitable options.
  • Enhanced store appearance by maintaining attractive merchandise displays and ensuring a clean, welcoming environment for customers.
  • Ensured smooth store operations by assisting with opening and closing procedures, maintaining accurate cash registers, and complying with company policies.
  • Increased sales by offering advice on purchases and promoting additional products.
  • Cultivated relationships with vendors to ensure timely delivery of products while minimizing shipping costs for the organization.
  • Exceeded sales targets through exceptional product knowledge and strong customer engagement techniques.
  • Contributed to inventory management efforts by accurately processing incoming shipments, organizing stockrooms, and conducting regular audits.
  • Trained new associates on cash register operations, conducting customer transactions, and balancing drawer.
  • Supported visual merchandising initiatives by creating eye-catching displays that showcased current trends and products effectively.
  • Streamlined checkout processes by efficiently handling transactions, bagging items securely, and providing prompt assistance during busy periods.
  • Delivered excellent after-sales support including warranty information provision; fostering customer loyalty.
  • Assisted management in the implementation of promotional events, driving increased foot traffic and overall sales growth.

Education

Bachelor Degree - Hospitality Management & Tourism

Universidad San Martin de Porres
Lima
12.2012

Skills

  • Banking
  • Operations management
  • Business development
  • Team development
  • Relationship building and management
  • Financial product sales
  • Staff management
  • Risk management
  • Account retention
  • Client relationship management
  • Cash handling
  • Customer retention
  • Sales management
  • Strong interpersonal skills

Languages

English
Spanish

Timeline

Assistant Branch Manager

Woodforest National Bank
01.2024 - Current

Branch Banker

PNC Bank
08.2022 - 12.2024

Retail Banker III

Woodforest National Bank
06.2020 - 08.2022

Sales Representative

La Mina De Oro
01.2017 - 12.2019

Bilingual Customer Service Representative

WSI Warehouse Specialists Inc
06.2014 - 08.2015

Cashier and Server

Howdy's Restaurant
03.2012 - 03.2014

Salesperson

Rip Curl Store
12.2009 - 08.2010

Bachelor Degree - Hospitality Management & Tourism

Universidad San Martin de Porres

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LUZ ELIANA SIMMONS