Mariela Velazquez
South Bend,IN
Summary
Dynamic customer service professional with extensive experience at Flagstar Bank, adept at resolving conflicts and enhancing client loyalty through empathetic communication. Bilingual in Spanish, I excel in critical thinking and data entry, consistently exceeding performance goals while ensuring efficient operations and customer satisfaction.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Flagstar Bank, FSB
South Bend, IN
07.2021 - 04.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- 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.
- Assisted customers in different departments such as Mortgage loans, consumer, and Heloc loans. I'm also specialized in payoff, PMI, Escrow and taxes
Teller
Flagstar Bank, FSB
Granger, IN
03.2019 - 03.2021
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Answered customer inquiries and transactions regarding account balances, transaction history, services charges, and interest rates.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Improved customer satisfaction by providing efficient and accurate transaction processing.
Teller
1st Source Bank
South Bend, IN
04.2020 - 01.2021
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Processed customer transactions promptly, minimizing wait times.
Client Service Representative
Aarons Sales and Lease
South Bend, IN
05.2015 - 07.2018
- Increased upselling opportunities by identifying complementary products or services that aligned with existing client goals or challenges.
- Enhanced client retention through consistent follow-ups, relationship building, and timely issue resolution.
- Collaborated with cross-functional teams to develop customer-centric solutions that met unique client needs.
- Exceeded monthly quotas by utilizing strong negotiation skills to close deals and secure contracts.
Head Hostess
Salsas Mexican Grill
Mishawaka, IN
03.2013 - 05.2015
- Established a welcoming atmosphere by greeting guests promptly and professionally upon arrival.
- Streamlined the seating process for increased efficiency and reduced wait times for guests.
- Took reservations by phone and walk-in, keeping scheduling demands, and kitchen output in time to avoid overbooking.
- Handled guest complaints with tact and diplomacy, working to find satisfactory resolutions promptly.
Education
High School Diploma -
James W. Riley High School
South Bend, IN06-2015
Skills
- Customer service
- Critical thinking
- Active listening
- Call center operations
- Data entry
- Bilingual in Spanish
Timeline
Customer Service Representative
Flagstar Bank, FSB
07.2021 - 04.2025
Teller
1st Source Bank
04.2020 - 01.2021
Teller
Flagstar Bank, FSB
03.2019 - 03.2021
Client Service Representative
Aarons Sales and Lease
05.2015 - 07.2018
Head Hostess
Salsas Mexican Grill
03.2013 - 05.2015
High School Diploma -
James W. Riley High School