Maria Hernandez
Canutillo,TX
Summary
To obtain and secure employment that will utilize my training, skills, experience and education to provide quality service in the industry.
Customer service professional dedicated to enhancing client satisfaction through effective communication and problem resolution. Proven track record in managing transactions accurately while maintaining compliance and confidentiality. Committed to continuous improvement in service delivery and operational efficiency.
Overview
11
11
years of professional experience
Work History
Customer Service Teller
First American Bank
El Paso, Texas
05.2021 - Current
- Processed customer transactions efficiently and accurately at First American Bank.
- Assisted customers with account inquiries and banking services daily.
- Educated clients on banking products, services, and policies effectively.
- Maintained cash drawer accuracy and balanced transactions regularly.
- Resolved customer complaints with professionalism and empathy consistently.
- Collaborated with team members to improve service delivery processes.
- Adhered to compliance regulations and security protocols diligently.
- Provided training support to new tellers on bank procedures effectively.
- Processed deposits, withdrawals, loan payments, and other transactions accurately and efficiently.
- Balanced cash drawer at the end of each shift to ensure accuracy. at the end of each shift.
- Provided excellent customer service by responding to inquiries and resolving complaints in a timely manner.
- Maintained confidentiality of customer information according to bank regulations.
- Identified opportunities for improvement in operational processes by recognizing trends in customer complaints or feedback.
- Provided support for marketing initiatives that increased brand awareness among potential customers.
- Followed up with customers who had recently opened accounts to ensure satisfaction.
- Recognized suspicious activity on customer accounts and reported it accordingly.
- Investigated customer disputes and presented resolution options to management.
- Performed daily maintenance tasks such as filing documents, shredding papers, restocking supplies.
- Attended regular training sessions to stay updated on new products and services offered by the bank.
- Conducted courtesy calls to customers to follow up on any outstanding issues or problems they may have experienced with their accounts.
- Utilized problem solving skills to resolve difficult customer situations while maintaining a positive attitude.
- Answered customer inquiries regarding products, services, fees. in a professional manner.
- Identified transaction errors when debits and credits did not balance.
Supervisor of Call center
TLC
Canutillo, tx
03.2019 - 05.2021
- Managed daily operations of call center to enhance service quality.
- Trained and mentored team members to improve performance and efficiency.
- Developed and implemented call center policies and procedures for consistency.
- Coordinated scheduling and staffing to meet business needs effectively.
- Monitored call metrics and quality assurance to maintain standards.
- Resolved escalated customer issues with professionalism and care.
- Collaborated with other departments to streamline communication processes.
- Conducted regular performance reviews to identify training needs and opportunities.
- Resolved escalated customer complaints in an efficient manner while maintaining positive relationships with clients.
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Monitored performance by reviewing relevant reporting data and producing statistical reports.
- Motivated and promoted team employees from within for key leadership roles.
- Identified opportunities for process improvements that would optimize operational efficiency and reduce costs associated with call center operations.
- Set and managed performance benchmarks for call center employees.
- Developed and maintained a team of call center representatives to meet performance standards.
Cashier /Server
Rice Garden
04.2018 - 04.2019
- Duties: Properly provided friendly help to the customers, and address their concerns.
- Maintained high standards of customers service during high-volumes, fast-paced operation.
- Follow food safety according to company policy.
- Handle money in the most integrity and honesty possible.
- Maintain a kindly environments while greeting and supervise the front.
- Opening and closing on time and in a kindly manner.
- Arrive on time and be prepared before the shift begins.
Sales Clerk
Oshkosh/ Carters
03.2018 - 05.2018
- Duties: Customer service including assisting with clothing, size and styling in a friendly and efficient manner.
- Operating the register including all cash, credit sales, checks and travelers checks, plus refunds and exchanges.
- Stock management- restocking the sale floor,with sizes of the stockroom.
- Weekly markdowns and clearance tagging.
- Actively participating in visual merchandising, floor moves, display change and plan-o-grams.
- Regular cleaning duties around the store.
CCNA Training and Volunteer work
08.2015 - 06.2016
- Duties: help patients with activities of daily living
- Help provide basic care for patients, like take their vital signs, eat, change diaper or clothing, and bath them in a daily and kindly manner.
- Orderlies transport patients and clean treatment areas.
- Making sure the patient was in a relax and comfortable environments, make them company and listen to them.
Education
High School -
Canutillo High School
Skills
- Excellent People skills
- Problem resolution
- Attention to detail
- Organization
- Basic understanding of billing and coding
- Customer service
- Filing
- Charting
- Scheduling
- Documenting
- Managing incoming calls
- Cash handling
- Customer education
- Complaint resolution
- Performance monitoring
- Cash handling expertise
- Patience and composure
Training Volunteer
CCNA Training and Volunteer work at Franklin Heights Nursing Home, 08/01/15, 06/01/16, Help patients with activities of daily living., Help provide basic care for patients, like take their vital signs, eat, change diaper or clothing, and bath them in a daily and kindly manner., Orderlies transport patients and clean treatment areas., Making sure the patient was in a relax and comfortable environments, make them company and listen to them.
Timeline
Customer Service Teller
First American Bank
05.2021 - Current
Supervisor of Call center
TLC
03.2019 - 05.2021
Cashier /Server
Rice Garden
04.2018 - 04.2019
Sales Clerk
Oshkosh/ Carters
03.2018 - 05.2018
CCNA Training and Volunteer work
08.2015 - 06.2016
High School -
Canutillo High School