Nayeli G Gutierrez
El Paso,TX
Summary
Customer service with experience training associates and resolving conflicts. Effective communicator through in person, telephone, and online interactions with customers. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
9
9
years of professional experience
1
1
Certification
Work History
ACH Specialist
Raiz Federal Credit Union
El Paso, TX
04.2024 - Current
- Ensured compliance with NACHA rules and regulations, maintaining a strong understanding of relevant policies and requirements.
- Maintained internal documentation of ACH policies and guidelines, updating materials as needed to reflect industry standards and best practices.
- Managed high volumes of incoming and outgoing transactions daily, prioritizing tasks effectively to meet deadlines.
- Attends required annual BSA trainings. Complies with all Bank Secrecy Act (BSA) rules and regulations, in addition to the Customer Identification Program (CIP).
- Streamlined internal workflows by automating data collection, analysis, and reporting tasks.
- Assists with member inquiries. Resolves problems promptly and courteously. Keeps management informed of area activities and of any significant problems. Assists branches and related departments as needed.
- Prevented costly mistakes by proactively identifying discrepancies in numerical entries and rectifying them promptly.
- Performed regular audits on database content to identify outdated or inaccurate records requiring updates or removals.
- Maintained files, records, and chronologies of entry activities.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
Universal Experience Representative II
Firstlight Federal Credit Union
El Paso, TX
12.2020 - 01.2024
- Universal Experience Representative I 2020-2021
- Assist members in a branch for providing exemplary service to our members by identifying and recommending appropriate products and service solutions based on the members financial needs
- As well responsible for a variety of services including but not limited to performing teller duties, opening and closing accounts, loan processing, renewing certificate accounts and assisting members with bookkeeping and checking account problems.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Trained new personnel regarding company operations, policies and services.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Communicated professionally with colleagues, freelancers and members.
- Completed Branch opening and closing procedures.
- Counted out cash drawers and balanced totals.
- Opened and closed branch based on rotation days by counting registers, making deposits and storing and filing all daily paperwork.
- Collaborated with other departments to confirm compliance with credit union procedures and regulations.
- Documented attendance metrics, ran calculations and generated charts, tables and diagrams to supplement end-of-day reports and inform future programming.
Customer Service Representative
GC Services LP
El Paso, TX
05.2016 - 12.2020
- Accepted and processed customer payments with credit cards
- Greeted customers and offered them assistance where possible.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
Education
Associate of Arts - Criminal Justice
El Paso Community College
El Paso, TX12-2025
High School Diploma -
Andress High School
El Paso, TX06.2013
Skills
- Cash Management
- Attention to detail
- Dependable
- Team Player
- Communication
- Multi-tasking
- Retention Strategies
- Problem-Solving Strengths
- Fluency in Spanish
- Active Listening
- Staff Training
- Retail Sales Customer Service
- Telephone reception
- Multitasking
- Audit reporting
- Paperwork Processing
- Time Management
- Adaptability and Flexibility
- Deadline-oriented
- Teamwork and Collaboration
Certification
- On-the Job Training, FirstLight FCU-October 2022-January 2024
- IRA Certification, FirstLight FCU - March 2021-January 2024
- Texas Notary Public, December 3 2021-December 3 2025
- Lending LeveL I, FirstLight FCU - December 2020-July2021
Timeline
ACH Specialist
Raiz Federal Credit Union
04.2024 - Current
Universal Experience Representative II
Firstlight Federal Credit Union
12.2020 - 01.2024
Customer Service Representative
GC Services LP
05.2016 - 12.2020
Associate of Arts - Criminal Justice
El Paso Community College
High School Diploma -
Andress High School