Summary
Overview
Work History
Education
Skills
Timeline
Generic

Marie Salas

Aurora,IL

Summary

Experienced with managing diverse tasks and supporting team initiatives. Utilizes organizational skills and attention to detail to enhance operational efficiency. Track record of effective collaboration and problem-solving in fast-paced settings.

Overview

15
15
years of professional experience

Work History

ICC Help Desk Specialist

BMO US
12.2020 - Current
  • Banker Assistance: Provide prompt, accurate, and courteous assistance to bankers by answering inquiries, resolving issues, and offering information about banking products and services which can better the customer
  • Account Maintenance and walkthrough: Assist banker in performing account-related tasks, including walkthrough of updating customer information, processing transactions, lending inquiries, debit card issues and assisting with online banking and mobile app inquiries
  • Problem Resolution: Investigate and resolve customer concerns, complaints, and disputes by following bank policies and regulatory guidelines
  • Compliance: Ensure adherence to all relevant banking regulations, policies, and procedures, and maintain up-to-date knowledge of industry standards
  • Documentation: Maintain detailed and accurate records of banker interactions and customer transactions using the bank's ticket systems
  • Technical Support: Assist with troubleshooting technical issues related to online banking, mobile apps, and ATM debit card issues
  • Feedback: Provide feedback and insights to management to improve processes, product offerings, and overall customer service quality
  • Continual Learning: Promote a culture of continuous learning and self-improvement among contact center agents by providing resources and opportunities for skill development
  • Training and skill development: assist with new hire shadowing
  • Provide informative training sessions for new and existing contact center agents
  • Helping in their skill development by assessing the training needs of agents, identifying areas for improvement, and delivering targeted coaching to enhance their skills
  • Executed system updates to maintain optimal performance of devices.
  • Explored new tools and resources to improve technical support capabilities.

Seasonal Associate

Bath and Body Works
10.2023 - 01.2024
  • Customer Assistance: Provide exceptional customer service by assisting shoppers, answering inquiries, and offering sales support
  • Sales Support: Actively engage with customers to promote and upsell products, contributing to achieving sales targets and store goals
  • Visual Merchandising: Assist in maintaining visually appealing displays by restocking shelves, arranging merchandise, and ensuring the overall presentation of the store is inviting
  • Cash Handling: Process customer transactions accurately, handling cash, credit cards, and other forms of payment, while maintaining a balanced cash drawer
  • Inventory Management: Assist in receiving and organizing merchandise shipments, monitor and replenish stock on the sales floor, and participate in regular inventory counts
  • Seasonal Promotions: Stay informed about seasonal promotions and sales to effectively communicate information to customers and drive seasonal product awareness
  • Store Cleanliness: Ensure the store is clean and well-maintained, including organizing product displays, cleaning shelves, and participating in general store upkeep
  • Flexibility: Demonstrate flexibility in scheduling to accommodate the demands of a seasonal position, including peak shopping times and special events

Seasonal/Part time Associate

Burlington
11.2021 - 01.2022
  • Customer Service: Provide excellent customer service by assisting customers with inquiries, processing transactions, and ensuring a positive shopping experience
  • Cash Handling: Accurately handle cash, credit cards, and other forms of payment, while maintaining a balanced cash drawer at all times
  • Checkout Efficiency: Efficiently scan and process merchandise through the checkout system, ensuring accuracy and speed in completing transactions
  • Product Knowledge: Stay informed about current promotions, sales, and product details to effectively communicate information to customers and enhance their shopping experience
  • Returns and Exchanges: Process returns and exchanges, following company policies and providing assistance to customers with any concerns
  • Maintaining Cleanliness: Keep the checkout area clean and organized, including the conveyor belts, bagging areas, and surrounding spaces
  • Team Collaboration: Collaborate with other cashiers and store staff to maintain a cohesive and supportive work environment
  • Handling Customer Issues: Address and resolve customer complaints or issues, seeking assistance from supervisors or managers when necessary
  • Adherence to Policies: Strictly adhere to company policies and procedures regarding transactions, discounts, and other cashier-related tasks
  • Security Measures: Be vigilant in preventing theft by following security procedures, such as properly checking receipts and monitoring customer behavior

Customer Service Representative

Dovenmuehle Mortgage
08.2020 - 12.2020
  • Customer Interaction: Communicated effectively with mortgage customers, addressing payment-related inquiries, providing clear and concise information on payment methods, due dates, and any associated fees
  • Mortgage Knowledge: Demonstrated an understanding of mortgage processes, loan products, and industry regulations to assist customers accurately
  • Documentation Handling: Managed mortgage-related documents, ensuring accuracy and compliance with company and regulatory standards
  • System Proficiency: Utilized relevant software and systems for tracking customer interactions, updating records, and accessing mortgage information efficiently
  • Communication Skills: Effectively communicated mortgage information in a clear and understandable manner to customers
  • Regulatory Compliance: Maintained awareness of industry regulations and ensured adherence to compliance standards in all customer interactions
  • Time Management: Efficiently handled multiple tasks, met deadlines, and prioritized responsibilities to ensure timely and accurate customer support
  • Payment Handling: Managed and processed mortgage payments accurately and efficiently using the company's payment processing systems
  • Payment Verification: Conducted thorough verification of customer payments to ensure accuracy and adherence to established procedures
  • Issue Resolution: Addressed and resolved payment-related issues promptly, including discrepancies, late payments, and payment reversals

Seasonal/Part time Associate

Burlington
06.2020 - 12.2020
  • Customer Service: Provide excellent customer service by assisting customers with inquiries, processing transactions, and ensuring a positive shopping experience
  • Cash Handling: Accurately handle cash, credit cards, and other forms of payment, while maintaining a balanced cash drawer at all times
  • Checkout Efficiency: Efficiently scan and process merchandise through the checkout system, ensuring accuracy and speed in completing transactions
  • Product Knowledge: Stay informed about current promotions, sales, and product details to effectively communicate information to customers and enhance their shopping experience
  • Returns and Exchanges: Process returns and exchanges, following company policies and providing assistance to customers with any concerns
  • Maintaining Cleanliness: Keep the checkout area clean and organized, including the conveyor belts, bagging areas, and surrounding spaces
  • Team Collaboration: Collaborate with other cashiers and store staff to maintain a cohesive and supportive work environment
  • Handling Customer Issues: Address and resolve customer complaints or issues, seeking assistance from supervisors or managers when necessary
  • Adherence to Policies: Strictly adhere to company policies and procedures regarding transactions, discounts, and other cashier-related tasks
  • Security Measures: Be vigilant in preventing theft by following security procedures, such as properly checking receipts and monitoring customer behavior

ICC Help Desk Specialist

BMO US
12.2018 - 08.2020
  • Banker Assistance: Provide prompt, accurate, and courteous assistance to bankers by answering inquiries, resolving issues, and offering information about banking products and services which can better the customer
  • Account Maintenance and walkthrough: Assist banker in performing account-related tasks, including walkthrough of updating customer information, processing transactions, lending inquiries, debit card issues and assisting with online banking and mobile app inquiries
  • Problem Resolution: Investigate and resolve customer concerns, complaints, and disputes by following bank policies and regulatory guidelines
  • Compliance: Ensure adherence to all relevant banking regulations, policies, and procedures, and maintain up-to-date knowledge of industry standards
  • Documentation: Maintain detailed and accurate records of banker interactions and customer transactions using the bank's ticket systems
  • Technical Support: Assist with troubleshooting technical issues related to online banking, mobile apps, and ATM debit card issues
  • Feedback: Provide feedback and insights to management to improve processes, product offerings, and overall customer service quality
  • Continual Learning: Promote a culture of continuous learning and self-improvement among contact center agents by providing resources and opportunities for skill development
  • Training and skill development: assist with new hire shadowing
  • Provide informative training sessions for new and existing contact center agents
  • Helping in their skill development by assessing the training needs of agents, identifying areas for improvement, and delivering targeted coaching to enhance their skills

Seasonal/Part time Associate

Burlington
11.2019 - 03.2020
  • Customer Service: Provide excellent customer service by assisting customers with inquiries, processing transactions, and ensuring a positive shopping experience
  • Cash Handling: Accurately handle cash, credit cards, and other forms of payment, while maintaining a balanced cash drawer at all times
  • Checkout Efficiency: Efficiently scan and process merchandise through the checkout system, ensuring accuracy and speed in completing transactions
  • Product Knowledge: Stay informed about current promotions, sales, and product details to effectively communicate information to customers and enhance their shopping experience
  • Returns and Exchanges: Process returns and exchanges, following company policies and providing assistance to customers with any concerns
  • Maintaining Cleanliness: Keep the checkout area clean and organized, including the conveyor belts, bagging areas, and surrounding spaces
  • Team Collaboration: Collaborate with other cashiers and store staff to maintain a cohesive and supportive work environment
  • Handling Customer Issues: Address and resolve customer complaints or issues, seeking assistance from supervisors or managers when necessary
  • Adherence to Policies: Strictly adhere to company policies and procedures regarding transactions, discounts, and other cashier-related tasks
  • Security Measures: Be vigilant in preventing theft by following security procedures, such as properly checking receipts and monitoring customer behavior

Fraud Analyst

JP Morgan Chase
06.2014 - 11.2018
  • Transaction Monitoring: Continuously monitor financial transactions for signs of fraudulent activity, including unusual patterns, high-risk transactions, and unauthorized access
  • Fraud Detection: Detect and investigate various types of fraud, such as identity theft, account takeovers, and payment fraud
  • Risk Assessment: Conduct risk assessments to evaluate vulnerabilities in the organization's processes and systems, and recommend improvements
  • Reporting: Prepare detailed reports on fraudulent incidents, providing evidence and documentation for legal and compliance purposes
  • Technology Utilization: Utilize fraud detection tools, software, and technologies to enhance monitoring and detection capabilities
  • Training: Provide training and support to team members and other relevant stakeholders to raise awareness of fraud risks and prevention methods
  • Compliance: Stay up-to-date with industry regulations and best practices related to fraud prevention and maintain compliance with relevant laws

Shift Supervisor

Aldi Grocery
04.2013 - 05.2014
  • Team Leadership: Supervise, train, and motivate team members to meet and exceed performance expectations, fostering a positive and collaborative work environment
  • Shift Management: Ensure the smooth execution of daily store operations, including inventory management, restocking, and cash handling procedures
  • Customer Service: Lead by example in providing excellent customer service by addressing inquiries, resolving customer issues, and maintaining a friendly shopping environment
  • Inventory Control: Monitor and manage inventory levels, ordering and restocking products to prevent shortages and minimize waste
  • Cash Handling: Oversee cash registers, ensuring accuracy, security, and compliance with Aldi's financial protocols
  • Quality Control: Maintain high store standards by regularly inspecting and ensuring the cleanliness, organization, and proper presentation of products
  • Problem Resolution: Handle and resolve any operational or customer-related issues efficiently, seeking to minimize disruptions
  • Documentation: Maintain accurate records and reports related to sales, inventory, and personnel matters

Assistant Manager

Goodwill Industries
01.2010 - 03.2013
  • Team Supervision: Lead, train, and motivate team members to achieve sales goals and maintain a positive work environment, ensuring adherence to Goodwill's values and standards
  • Store Operations: Assist in overseeing day-to-day store operations, including inventory management, pricing, merchandising, and donation processing
  • Customer Engagement: Demonstrate excellent customer service by addressing inquiries, resolving customer issues, and ensuring a friendly and inclusive shopping experience
  • Inventory Management: Monitor and maintain accurate inventory levels, including tracking donations, categorizing items, and managing store stock
  • Cash Handling: Ensure secure and accurate cash register operations, including opening and closing procedures and compliance with financial protocols
  • Quality Control: Uphold high store standards by inspecting and maintaining cleanliness, organization, and the overall presentation of products
  • Donor Relations: Build positive relationships with donors and community partners, emphasizing the importance of contributions to Goodwill's mission
  • Safety and Compliance: Enforce safety protocols to create a safe environment for both employees and customers, ensuring adherence to Goodwill's guidelines
  • Training and Development: Assist in training new hires and provide ongoing guidance to employees

Education

High School Diploma -

West Leyden High school
05.2006

Skills

  • Payment Processing
  • Able to type70 WPM
  • Efficient in Microsoft Word
  • Good understanding of Microsoft Excel
  • Well Versed in Microsoft PowerPoint
  • Able to Multitask
  • Efficiently work through multiple screens and systems
  • Ability to work well under pressure
  • Fast paced environment
  • Ability to adapt to change
  • Customer service
  • Time management
  • Attention to detail
  • Computer skills
  • Client engagement
  • Product knowledge
  • Customer service orientation
  • Adaptability and flexibility
  • Creative problem solving
  • Collaborative teamwork
  • Conflict resolution

Timeline

Seasonal Associate

Bath and Body Works
10.2023 - 01.2024

Seasonal/Part time Associate

Burlington
11.2021 - 01.2022

ICC Help Desk Specialist

BMO US
12.2020 - Current

Customer Service Representative

Dovenmuehle Mortgage
08.2020 - 12.2020

Seasonal/Part time Associate

Burlington
06.2020 - 12.2020

Seasonal/Part time Associate

Burlington
11.2019 - 03.2020

ICC Help Desk Specialist

BMO US
12.2018 - 08.2020

Fraud Analyst

JP Morgan Chase
06.2014 - 11.2018

Shift Supervisor

Aldi Grocery
04.2013 - 05.2014

Assistant Manager

Goodwill Industries
01.2010 - 03.2013

High School Diploma -

West Leyden High school

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Marie Salas