NAOMI ESPINAL
Copiague,NY
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Contact Center Representative
Apple Bank
07.2024 - Current
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
- Conducted troubleshooting and resolved technical issues, ensuring a seamless online banking experience for customers.
- Enhanced customer satisfaction by promptly addressing and resolving online banking inquiries.
- Assisted clients in navigating the online banking platform, leading to increased usage and efficiency.
- Educated customers on online banking and mobile banking applications.
Customer Service Representative
Santander Bank Us
07.2020 - 06.2023
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained compliance with bank policies, conducting thorough verification of client information.
- Contributed to risk management efforts, diligently monitoring transactions for suspicious activity.
- Educated customers on digital banking options available at the bank, promoting self-service features when applicable.
- Managed over 60 Customer calls per day.
- Opened, closed, and updated accounts for customers.
Package Handler
FedEx
09.2019 - 02.2020
- Improved package handling efficiency by implementing proper sorting and organizing techniques.
- Reduced damage rates for packages through careful handling and adherence to safety protocols.
- Streamlined workflow by coordinating with team members on efficient loading and unloading procedures.
Cashier
Fine Fare Supermarket
06.2018 - 09.2018
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Streamlined checkout process for increased efficiency and reduced waiting times.
Dispatcher
Los Tios Taxi
10.2017 - 07.2018
- Call Costumers When Their Taxi Arrived Outside Their House
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Streamlined the dispatch process by organizing resources and routes, optimizing response efforts.
- Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
Administrative Assistant
Vimar Multi-Service
05.2015 - 06.2018
- Transfer Money To Foreign Countries
- Perform Bill Payments Transactions For Clients
- Train New Tellers On The Money Transferring System And Help Facilitate Theirs On The Boarding Process
- Translate Legal Documents
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
Education
Phlebotomy
Long Island School Of Nursing
07.2018
High School Diploma -
Walter G'o Connell High School
06.2018
Medical Laboratory Technology
Wilson Technological Center
06.2018
Skills
- Spanish Fluency
- Fast Paste Worker
- Claim Appeals
- HIPAA
- Patient preparation
- Call Center Operations
- Technical Support
- Office Administration
- Telephone Etiquette
- Digital banking expertise
- Problem resolution strategies
- Money Transfers
- Taxation Understanding
- Empathy and Patience
Certification
- Certified Phlebotomist
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Contact Center Representative
Apple Bank
07.2024 - Current
Customer Service Representative
Santander Bank Us
07.2020 - 06.2023
Package Handler
FedEx
09.2019 - 02.2020
Cashier
Fine Fare Supermarket
06.2018 - 09.2018
Dispatcher
Los Tios Taxi
10.2017 - 07.2018
Administrative Assistant
Vimar Multi-Service
05.2015 - 06.2018
Phlebotomy
Long Island School Of Nursing
Medical Laboratory Technology
Wilson Technological Center
High School Diploma -
Walter G'o Connell High School
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