Maritsa Garibay

• With continued certification, I was able to proactively take incoming customer calls in our Spanish Premier Queue throughout the day. I addressed concerns and resolved complaints, utilizing best practices, along with efficient translation and interpretation in Spanish.
• Handled higher value customer Credit and Personal Bank accounts for our Spanish Speaking customers.
• Self-motivated, with a strong sense of personal responsibility, within a hybrid work-from-home model.
• Worked effectively in fast-paced environments, and in stressful scenarios.
• Skilled at working independently and collaboratively in a team environment.
• Excellent Bilingual communication skills, both verbal and written.
• Proven ability to learn quickly and adapt to new situations, including ongoing Company Policies and Procedures.

• Developed training programs in both English and Spanish, to enhance banker performance and customer service skills.
• Proactively reviewed training material, to make sure documents and curriculums were up to date with company policy, and translated to Spanish, for new Bankers to use.
• Mentored new Bilingual Bankers, fostering a culture of continuous learning and professional growth. Actively taught an Empathy model, to create a culture of caring throughout various minority groups.
• Provided feedback through one-on-one sessions, focusing on individual strengths and areas for development.
• Facilitated workshops on compliance regulations, and best practices, ensuring adherence across all banking operations.
• Analyzed team performance metrics to identify areas for improvement and implement targeted coaching strategies.
• Collaborated with management to align coaching initiatives with organizational goals, enhancing overall productivity.

• Gained Bank certification, in order to assist customers in the Spanish Queue, with account inquiries and transaction processing. Addressed many concerns to enhance customer satisfaction. Translated Bank jargon within statements and documents thoroughly in Spanish.
• Provided education, best practices, and offered resources to customers to gain Credit Card account knowledge, along with Spanish interpretation and transaltion.
• Executed daily banking operations, ensuring compliance with company's policies and procedures.
• Resolved customer concerns efficiently through active listening, while using empathy and problem-solving techniques.
• Proactively monitored account activities for fraud detection, while submitting claims, contributing to risk management efforts.

Not Completed.

• Cesar Chavez Scholarship Recipient