MARIA LOPEZ
Dallas-Fort Worth
Summary
Dedicated, bilingual Customer Service Representative respected for 9+ 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
15
15
years of professional experience
Work History
Csr 5
CBTx
McKinney
05.2024 - Current
- Maintained records of customer interactions, transactions, comments and complaints.
- Provided customer service support to customers over the phone and by email.
- Provided guidance on product features and benefits as well as troubleshooting techniques.
- Performed account maintenance activities such as updating client information in databases.
- Ensured compliance with applicable laws and regulations for provision of services.
- Maintained accurate records of all transactions within the branch's database system.
- Participated in community outreach events to promote awareness of the bank's services.
- Analyzed customer's financial information to determine the best banking products for them.
- Investigated fraudulent activities by analyzing account transactions and identifying suspicious patterns.
- Researched discrepancies between bank records and customer accounts.
- Completed daily cash balancing and operated ATMs.
- Ordered checks, placed stop payment orders and conducted additional special services for customers.
- Maintained optimal financial controls by securing funds and making accurate transactions.
- Completed thorough and accurate documentation for money movements, deposits or withdrawals.
Relationship Banker
Bank Of America
01.2019 - 05.2024
- Assisted customers in achieving financial goals by recommending suitable products and services based on their needs.
- Keyed customer contact information and payment data into system carefully observing corporate confidentiality procedures.
- Informed customers of procedures for applying for services such as ATM cards, direct deposit of checks and certificates of deposit.
- Tracked and processed customer account requests and applications.
- Collaborated with branch team members to improve overall performance and achieve sales targets consistently.
- Managed multiple customer accounts efficiently, ensuring accurate record-keeping and timely resolution of issues.
- Increased cross-selling success by proactively identifying client needs and suggesting appropriate financial solutions.
- Conducted comprehensive financial reviews for clients, resulting in more informed decision-making and better risk management.
- Maintained up-to-date knowledge of banking products and industry trends to provide expert advice to clients effectively.
- Streamlined internal processes for improved efficiency, leading to faster transaction processing times and higher customer satisfaction levels.
- Fostered a positive working environment by actively participating in team meetings and supporting colleagues in their professional development.
- Enhanced reputation as a trusted advisor with clients through consistent delivery of high-quality financial guidance and support.
- Developed strong rapport with local businesses, positioning the bank as a preferred partner for commercial banking services.
- Contributed to the successful launch of new products by collaborating closely with marketing teams on promotional campaigns and materials.
- Achieved excellent customer satisfaction ratings by addressing concerns promptly and professionally, demonstrating empathy throughout interactions.
- Performed thorough analyses on credit applications, minimizing loan default risks while adhering to regulatory compliance standards.
- Facilitated effective communication between clients and bank representatives, ensuring a seamless account management experience.
- Resolved customer complaints and disputes to maintain satisfaction and loyalty.
- Analyzed customers' financial information to deliver personalized account guidance.
- Assisted customers with completing required forms for opening and closing bank accounts.
- Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
- Facilitated customer transactions, including deposits, withdrawals and transfers.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Presented new and additional products and services to existing customers.
- Backed up teller team by handling needs of new and existing customers at main counter.
- Contacted customers as soon as issues arose to immediately find resolution before problem escalated.
- Strengthened client relationships by providing personalized banking solutions and excellent customer service.
Customer service representative /banker
Wells Fargo Biloxi
01.2015 - 01.2019
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Educated customers about billing, payment processing and support policies and procedures.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Customer Service Representative
Bank Of America
01.2015 - 01.2015
- Process standard teller transactions for customers including loan payments, deposits, cashing checks, transfers and printing money orders and cashier’s checks
- Streamlined teller operations by maintaining organized workspaces and adhering to policies and procedures.
- Increased cross-selling opportunities by identifying customer needs and recommending appropriate banking products or services.
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
- Contributed to a positive work environment by demonstrating professionalism, courteousness, and a strong work ethic.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Educated customers on use of banking website and mobile apps.
- Monitored and reported suspicious activity in line with bank security policies.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Referred customers to other banking departments for specialized services.
- Cross-sold credit cards, loans and other bank products. I
- Calculated fees due, interest and change for customer transactions.
- Generated monthly reports on customer activity and customer feedback.
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
- 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.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Identified opportunities for upselling products or services, resulting in increased revenue generation for the company.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- 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.
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
- 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.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Maintained accurate inventory records to ensure adequate stock levels, minimizing out-of-stock situations that could impact customer satisfaction.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
Education
Brookhaven Community College
Dallas, TX2012
W.T White High school
Dallas, TX2010
Skills
- Communications Relationship Building Technical Support Troubleshooting Customer Service
- Reporting Technical Documentation Process Improvement
- Technical Skills: Proficient with
- Microsoft Word, PowerPoint and internet
- Banking
Languages
4
Timeline
Csr 5
CBTx
05.2024 - Current
Relationship Banker
Bank Of America
01.2019 - 05.2024
Customer service representative /banker
Wells Fargo Biloxi
01.2015 - 01.2019
Customer Service Representative
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