Maribel Branaman
Winona
Summary
Results-driven professional with expertise in customer engagement and operations management. Proven ability to resolve inquiries and enhance service delivery through effective communication and problem-solving skills.
Overview
30
30
years of professional experience
Work History
Customer Engagement Center Rep
Merchants Bank
Winona
06.2025 - Current
- Resolved customer inquiries using extensive product knowledge and support tools.
- Ensured customer satisfaction using effective communication and problem-solving techniques.
- Delivered timely assistance to customers through phone and email communications.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Assisted customers with troubleshooting product installation and addressing usage inquiries.
- Maintained current knowledge of company products, services, policies, and procedures to better assist customers.
- Collaborated with team members to enhance service delivery, contributing to improved customer satisfaction.
- Followed up with customers after issue resolution to ensure satisfaction and gather feedback.
- Participated in team meetings to strategize improvements for customer experience.
Operations Specialist
Sonora Bank
Boerne
06.2018 - 04.2024
- Managed daily operational tasks to optimize company efficiency and streamline workflow.
- Collaborated with team members to ensure compliance with regulations, minimizing risks of non-compliance.
- Conducted regular reviews of operational procedures to ensure compliance with company standards.
- Analyzed transaction data to identify trends and discrepancies, enhancing accuracy of financial reporting.
- Supported management in preparing reports on operational performance.
- Maintained positive working relationships with fellow staff and management.
Central Checkout Manager
HEB Grocery Store
San Antonio
06.1996 - 04.2018
- Managed scheduling and staffing to meet peak demand times.
- Implemented new checkout technologies to streamline processes.
- Trained staff on customer service and checkout procedures.
- Supervised daily operations of central checkout area for efficiency.
- Implemented strategies that reduced wait times at checkout, improving customer satisfaction.
- Developed performance improvement plans for team based on feedback to enhance service quality.
- Monitored customer service staff performance, providing feedback on areas of improvement.
- Resolved customer complaints quickly and professionally while upholding company policies and procedures.
- Resolved customer inquiries and issues with professionalism.
- Developed plans to improve overall customer experience at the checkout counter.
- Scheduled staff shifts according to store traffic patterns.
- Inspected checkout stations regularly to ensure cleanliness and organization.
- Coordinated with departments on promotions and events to ensure seamless customer experience.
- Managed merchandise returns according to company policy.
- Provided customer service assistance in resolving disputes or complaints.
Education
High School Diploma -
Fox Technical High School
San Antonio, TX05.1994
Skills
- Customer engagement
- Customer relationship management
- Operations management
- Performance monitoring
- Problem solving
- Problem-solving skills
- Staff training
- Effective communication
Languages
Spanish
Limited
Timeline
Customer Engagement Center Rep
Merchants Bank
06.2025 - Current
Operations Specialist
Sonora Bank
06.2018 - 04.2024
Central Checkout Manager
HEB Grocery Store
06.1996 - 04.2018
High School Diploma -
Fox Technical High School