Maria Lopez
Dallas-Fort Worth,TX
Summary
Dedicated, bilingual Customer Service Representative respected for 8+ years of banking and customer service experience. Proficient in advanced troubleshooting, call handling & configurations, project coordination, budgeting, and training as a highly personable and proactive leader. Collaborates effectively with diverse individuals and drives superior customer support.
Overview
14
14
years of professional experience
Work History
Relationship Banker
Bank Of America
01.2019 - Current
- Establishing and building customers profile as well as multi-tasking with teller support and override approvals in a timely high-level workflow environment
- Strengthened client relationships by providing personalized banking solutions and excellent customer service.
- In charged of sole vault control by using Merlin teller to assure daily balancing with totals of $450,000
- Managed Teller/BCRC revising and checking for any errors before scanning and completing teller transactions
- Submitting inventory and work orders to assure banking has everything needed to run smoothly
- Completed and printed bank reports in a timely manner verifying all banker and teller reports were completed with no missing documents before scanning and filling reports
- Lobby leading assisting with ACT’s, form filling, and creating appointments using SSA systems
- Opening business accounts, personal, credit, and partners referrals
- Contacting customers via phone (English, Spanish) for appointments, relationship reviews and follow ups
- Submit CTRS/MIS as soon as transaction or suspicious activity was conformed
- As well as completing end of day report
- Support 3 ATMS with deposit pulls, adjusting cash, and settlements up to 1.5 million dollars.
- Implemented effective cost-saving measures, reducing operational expenses without compromising service quality.
- Streamlined operations, implementing efficient processes to improve overall productivity and performance.
- Assisted in the development of training programs for new staff members, increasing overall team knowledge and expertise in bank operations.
- Conducted cash and key audits for controls and compliance.
Customer service representative / banker
Wells Fargo
01.2015 - 01.2019
- Engaging and building relationships with a result of exceeding quarterly goals
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Partnered with FSA, Business partners, mortgage to build and deepened customer relationships and portfolio to help them financially
- Established business accounts, personal and credit options with high level customer service
- Following up by phone and email to assure all goals were met
- Assisted with customers claims in a timely manner with a positive result 95% of the claims
- Placed Daily calls to create pipeline to meet quarterly goals
- Providing great customer service resulting with an average of 4.9 out of 5 averages
- Engage customers in the lobby to assist and educate about transactions or mobile banking to make banking easier and reduce customer time of wait.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Handled customer inquiries and suggestions courteously and professionally.
- Tracked customer service cases and updated service software with customer information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Teller
Bank Of America
01.2015 - 01.2015
- Achieved superb customer service and sales skills
- Exceeded monthly goals as well as offering valuable input for escalated concerns
- Established and deepened relationships with new and existing customers
- Refer customers to our investment’s partner’s
- Also, to our business partners for payroll and merchant services
- Streamlined teller operations by maintaining organized workspaces and adhering to policies and procedures.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Helped teller line when needed by processing teller transactions in a timely manner
- Making sure customers transactions were done correctly the first time and providing them with credit options to help them financially
- Process standard teller transactions for customers including loan payments, deposits, cashing checks, transfers and printing money orders and cashier’s checks
- Balancing automatic teller machines TCD, as well as the main Vault
- Engage customers in the lobby to assist, educate and train customers on how to conduct simple transactions through self-service technologies
- Proactively identify and manage risk in every business, product, and service transaction leveraging the
Customer Service Agent
IQOR
01.2013 - 01.2014
- Exceed expectations in troubleshooting technical issues and training end-users, offering valuable input for escalated concerns and overall solution management in a high-stress environment
- Provided outstanding member service support and maintaining strong professional relationships with members via telephone
- Accurately completed related cell phone records, reports, and documentation in a timely manner
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Responded to customer calls and emails to answer questions about products and services.
- Skills used excellent verbal and written communication skills
- Assisted inbound calls to troubleshoot cell phone devices using companies’ systems effectively
- Risk framework, demonstrate and model Bank of America core values.
Customer service rep. / cashier
Upscale
01.2010 - 01.2012
- Provide training and workflow management
- Acting as a subject matter expert with company-specific processes and systems
- Act as the primary contact to troubleshoot and resolve issues under strict deadlines and heavy workload
- Assisted an average of 40 plus customers a day in finding items and providing recommendations which generated additional revenue
- In charged of stocking and organizing inventory with accuracy and efficiency
- Promoted store promotions and incentive programs to increase overall sales revenue.
- Managed inventory levels effectively, reducing stock shortages and minimizing wastage.
- Prevented loss by vigilantly monitoring potential theft or fraud situations instore.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Provided backup support for other departments when needed, showcasing versatility within the retail environment.
- Assisted and train team members, when necessary, in handling cash registers, organizing, labeling products, unloading merchandise, and cleaning up
- Handled daily incoming calls including Spanish
- Submitting claims, complaints, and orders over the phone accurately.
Education
Brookhaven Community College
Dallas, TX01.2012
W.T White High school
Dallas, TX01.2010
Skills
- Communications
- Relationship Building
- Technical Support
- Troubleshooting
- Customer Service
- Reporting
- Technical Documentation
- Process Improvement
Languages
Spanish
Full Professional
Timeline
Relationship Banker
Bank Of America
01.2019 - Current
Customer service representative / banker
Wells Fargo
01.2015 - 01.2019
Teller
Bank Of America
01.2015 - 01.2015
Customer Service Agent
IQOR
01.2013 - 01.2014
Customer service rep. / cashier
Upscale
01.2010 - 01.2012
Brookhaven Community College
W.T White High school
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