MANUELA BARRERA
Granite City,USA
Summary
Bilingual professional with experience in customer service and administrative support at USDA Rural Development. Enhanced program efficiency through problem-solving and effective documentation management. Skilled in data entry and building strong client relationships, achieving high satisfaction rates. Motivated to embrace new challenges while demonstrating adaptability and strong interpersonal skills.
Overview
1
1
Certification
5
5
years of professional experience
Work History
Senior Relationship Banker
Busey Bank
Collinsville, Illinois
12.2025 - Current
- Provided expert financial advice to clients, addressing their individual banking needs.
- Cultivated strong client relationships to enhance customer satisfaction and loyalty.
- Educated clients on various banking products and services to maximize their benefits.
- Monitored client accounts for suspicious activity or fraudulent transactions.
- Performed daily account maintenance activities for a portfolio of high net worth clients.
- Managed the modification, opening, and closing of customer accounts in compliance with bank policies.
- Collaborated with mortgage and wealth management partners to assist customers with specialized needs.
- Trained junior bankers on relationship management techniques and best practices.
- Trained new staff on bank policies, procedures, and customer service best practices.
- Collaborated with team members to improve service delivery and operational processes.
- Maintained up-to-date knowledge of regulations related to banking operations.
Bilingual Program Assistant
USDA Rural Development
St. Louis
12.2023 - 09.2025
- Established rapport with clients through exceptional customer service practices, fostering ongoing relationships built on trust and respect.
- Increased customer service success rates by quickly resolving issues.
- Provided administrative support to department leadership, improving daily operations through effective task prioritization and delegation.
- Supported planning and coordination of the payment assistance-program and associated activities.
- Streamlined processes to enhance program efficiency and save time in operations.
- Executed daily paperwork and data entry tasks to ensure compliance with management directives.
- Implemented centralized record-keeping system to improve overall data accuracy and accessibility for team members.
- Performed wide-ranging administrative, financial and service-related functions.
- Prepared clearly written and formatted documents and reports.
- Ensured compliance with organizational policies and procedures while administering programs.
- Oversaw heavy load of administrative tasks while verifying accuracy and prompt completion of paperwork.
- Provided technical assistance to program participants by responding to inquiries via phone or email.
- Produced well-written, comprehensive reports and documents.
- Collaborated with other departments to ensure smooth delivery of services for program participants.
Bilingual Customer Service Representative
USDA Rural Development
St Louis, MO
01.2023 - 12.2023
- 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.
- Facilitated language translation for customer service inquiries to enhance communication.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained high customer satisfaction through empathetic listening and timely, personalized problem resolution.
- Achieved call quality standards by consistently monitoring performance metrics.
- Consistently maintained a professional demeanor under pressure during high-call volume periods or challenging customer interactions.
- Collaborated with other departments to resolve customer issues requiring cross-functional support.
Universal Banker II
Busey Bank
Edwardsville, IL
05.2022 - 10.2022
- Opened checking, savings, money market, and certificates of deposit accounts, ordered checks and debit cards, and provided online banking details, facilitating seamless transactions for new customers.
- Cashed checks, accepted deposits and withdrawals within assigned limits and calculated daily transactions using computers, calculators or adding machines.
- Improved customer satisfaction by providing personalized banking solutions and addressing client needs promptly.
- Identified customer financial needs through in-person efforts, cold calls, referrals, and marketing while providing strong product knowledge and quality service.
- Identified customer financial needs through in-person efforts, cold calls, referrals, and marketing, delivering tailored product recommendations and enhancing overall customer service experience.
- Managed escalated phone calls by applying conflict resolution skills and extensive knowledge of bank policies, products, and services.
Universal Banker I
Busey Bank
02.2022 - 05.2022
- Guided customers in account setup, closure, loan application completion, and enrollment in new services to enhance banking experience.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Enhanced customer relationships through proactive communication and prompt resolution of inquiries, fostering trust and loyalty.
Teller
Busey Bank
04.2021 - 05.2022
- Balanced cash drawer daily, resolving discrepancies to ensure accurate cash flow data.
- Processed customer transactions promptly, minimizing wait times.
- Processed customer transactions promptly, reducing wait times and enhancing customer experience.
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
- Answered customer inquiries regarding account balances, transaction history, service charges, and interest rates.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
- Contributed to a positive work environment by demonstrating professionalism, courteousness, and a strong work ethic.
- Increased cross-selling opportunities by identifying customer needs and recommending appropriate banking products or services.
- Streamlined teller operations by maintaining organized workspaces and adhering to policies and procedures.
- Identified customer needs and recommended banking products, increasing cross-selling opportunities and contributing to branch revenue.
- Responded to customer phone inquiries regarding checking and savings accounts, loans, and lines of credit.
- Instructed customers on using banking website and mobile apps. on use of banking website and mobile apps.
- Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.
Education
High School Diploma - General Education
Granite City High School
Granite City, ILSkills
- Financial product education
- Relationship management
- Account monitoring
- Compliance enforcement
- Financial reporting
- Documentation skills
- Recordkeeping skills
- Excel spreadsheets
- Program administration
- Calendar management support
- Schedule management
- Research
- Event planning
- Research
- Research abilities
- Strong problem solver
- Creative solutions
- Technical support
- Training development
- Multitasking
- Remote working experience
- Interpersonal skills
- Collaboration skills
- Collaboration skills
- Conflict resolution
- Admin support
- Administrative background
- Training development
- Collaboration skills
Certification
Notary, 05/01/20
Languages
Spanish, Native or Bilingual
Timeline
Senior Relationship Banker
Busey Bank
12.2025 - Current
Bilingual Program Assistant
USDA Rural Development
12.2023 - 09.2025
Bilingual Customer Service Representative
USDA Rural Development
01.2023 - 12.2023
Universal Banker II
Busey Bank
05.2022 - 10.2022
Universal Banker I
Busey Bank
02.2022 - 05.2022
Teller
Busey Bank
04.2021 - 05.2022
High School Diploma - General Education
Granite City High School