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Paola Fernandez
Customer Service Representative
Colorado Springs,CO
Summary
Ethical Customer Service with 15+ years of experience in banking and customer service arena. Competent and responsive professional positively liaises between customers and bank. Recognized for consistently achieving sales targets and cross-selling bank products.
Overview
11
11
years of professional experience
15
15
years of post-secondary education
1
1
Language
Work History
Family Readiness Center Administrative Experience
US Air Force Airmen Family Readiness Center
RAF Mildenhall AFB, United Kingdom
01.2018 - 02.2020
- Coordinated printing of more than 25 informational packets weekly to multiple Air Force programs.
- Provided receptionist assistance for 30+ daily incoming calls, visitor’s enquiries, and products and services.
- Controlled inventory stock levels, reordering as necessary within budget.
Personal Banker II
Wilmington Savings Fund Society
Camden, DE
08.2007 - 03.2013
- Processed 20+ customer transactions per hour with extreme attention to detail.
- Achieved cross-sales and referrals goals on a monthly basis achieving 20+ personal accounts, 3+ business accounts, $25,000 in loan production, 5+ referrals.
- Mentored and trained 7+ tellers bringing them up to speed with following bank policies and their responsibilities as employees.
- Assumed a leadership role in the absence of the supervisor and maintained normal operations and procedures.
- Supported Camden branch in winning “Branch of the Year” for the south region by reaching monthly goals in 2012.
Chief Operation Officer
Tierras Colombianas Restaurant
Dover, DE
05.2003 - 09.2006
- Ensure customer satisfaction through promoting excellent service; respond to customer complaints tactfully and professionally.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Achieved or exceeded financial goals on regular basis by controlling expenses, optimizing schedules and regulating inventory usage.
- Assisted with development of event strategies and tactical plans to promote accomplishment of marketing goals.
Education
Bachelor of Arts - Graphic Design
St. John's University
Jamaica, NY 09.1999 - 06.2004
MBA - Business Administration
Wilmington University
New Castle, DE 05.2011 - Current
Skills
Dependable and Responsible
Listening and problem solving
Verbal and written communication
Time Management
Flexible and Adaptable
Software
Microsoft Excel
Powerpoint
Volunteer Experience
- Divine Redeemer Catholic School Administrative Office, Colorado Springs, CO
- Lead Hospitality Coordinator at US Air Force Chapel, RAF Lakenheath, United Kingdom
- Airmen and Family Readiness Center Administrative Office, RAF Mildenhall, United Kingdom
Accomplishments
- Won Branch of the year in 2012.
- Nominated Employee of the year in 2012.
- Nominated Rookie of the year in 2008
- Awarded volunteer of the Quarter in 2018.
Timeline
Family Readiness Center Administrative Experience
US Air Force Airmen Family Readiness Center
01.2018 - 02.2020
MBA - Business Administration
Wilmington University
05.2011 - Current
Personal Banker II
Wilmington Savings Fund Society
08.2007 - 03.2013
Chief Operation Officer
Tierras Colombianas Restaurant
05.2003 - 09.2006
Bachelor of Arts - Graphic Design
St. John's University
09.1999 - 06.2004