Mariela Wilson

• Managed high-volume inbound calls, ensuring effective communication and client satisfaction.
• Resolved customer inquiries promptly, enhancing service delivery and operational efficiency.
• Documented call interactions accurately for future reference and reporting
• Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
• Collaborated with healthcare providers to facilitate patient referrals and follow-up appointments.
• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
• Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.

• Responded to routine inquiries from executives, managers and employees relating to general HR policies, practices, processes and systems.
• Processed basic HR and benefits transactions and supported auditing of information.
• Initial point of contact for employees with routine HR related inquiries and issues.
• Initial point of contact for managers needing routine HR systems and process support.
• Adhered to established processes, procedures, and systems to resolve employee inquiries.
• Provided superior customer service to all employees by promptly responding to employee inquiries.
• Provided professional, tactful and discrete communications when handling sensitive and/or confidential information.
• Achieved performance measures and adheres to established customer service standards.
• Escalated non-routine matters to appropriate individuals or groups.
• Maintained and managed records relating to employee inquiries via a case management tool.
• Participated in information sharing with other service center representatives; identified trends made recommendations for improvement to Tier 2 representatives.
• Supported HR team by providing clerical and administrative support.

• Conducted financial assessments with customers in order to determine suitable accounts and services for their financial needs
• Researched customer issues, such as overdraft fees, solve problems accordingly, and determine how to help them to avoid these problems
• Opened checking and savings accounts, submit credit card applications, and expand customer relationships by cross-selling services
• Made referrals for mortgages, investment products, and retirement accounts
• Completed monthly trainings

- Consistently achieved legendary customer service experience
- Demonstrated leadership in helping to train new tellers to achieve operational excellence
- Educated customers on convenient financial solutions such as overdraft protection, mobile/ATM deposits, and online banking
- Accurately ran transactions and customer inquiries
- Handle large amounts of cash and complex transactions

-Verified amounts and integrity of every check or funds transfer.
-Researched and resolved customer issues on personal savings, checking and lines of credit accounts.

- Handle large amounts of cash and successfully balancing at the end of each night

- Building a relationship with clients in order to ensure complete satisfaction with the customer service provided

- Able to maintain precision and accuracy in each task while attending hundreds of customers a day
- Drive sales in order to meet quarterly goals
- Ensure that branch operations are up to date and ready for inspections during audits
- Train new colleagues to perform world class customer service, successful compliance, and achieve sales goals - Supervising other tellers when manager is absent and providing overrides for transactions up to $20,000

- Conduct transactions such as deposits, withdrawals, payments, cash checking, and transfers accurately while following the correct policies and procedures
- Check for accurate dates, names, and endorsement before cashing checks, cashier's checks, money orders, and savings bonds

- Refer and recommend products and services and open checking/savings accounts, credit cards, lines of credit, loans, etc.