Nilza Navarro
Phoenix,AZ
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Customer Advocate
Carvana
01.2020 - Current
- Researched and resolved account and service problems with friendly, knowledgeable support.
- Documented customer concerns and inquiry resolutions in internal computer system.
- Listened to customers in actively to assess issues and provide accurate information.
- Accessed multiple databases to investigate customer questions and concerns.
- Contacted outside providers on behalf of customers to help solve problems.
Senior Personal Banker
Chase Bank
02.2015 - 03.2018
- Promoted financial products by maintaining excellent service offering knowledge.
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Networked to increase client base and encourage existing clients to expand financial portfolios.
Personal Banker
Wells Fargo
03.2013 - 02.2015
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Promoted financial products by maintaining excellent service offering knowledge.
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
Education
No Degree - Psychology
Maricopa Community Colleges - South Mountain Community College
Phoenix, AZHigh School Diploma -
South Pointe High School
Phoenix, AZ05.2010
Skills
- Data Entry and Maintenance
- Consumer Research
- Understanding Customer Needs
- Issue and Complaint Resolution
- Customer Account Management
- Courteous with Strong Service Mindset
- Client Relationships
- Building Customer Trust and Loyalty
Accomplishments
- Collaborated with team of 5 advocates in the development of Virtual Sell to Carvana.
- Resolved product issue through consumer testing.
- Earned continuous customer service recognitions in my banking career for providing excellent customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Languages
Spanish
Native or Bilingual
Timeline
Customer Advocate
Carvana
01.2020 - Current
Senior Personal Banker
Chase Bank
02.2015 - 03.2018
Personal Banker
Wells Fargo
03.2013 - 02.2015
No Degree - Psychology
Maricopa Community Colleges - South Mountain Community College
High School Diploma -
South Pointe High School
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