Raquel Lang
Port Saint Lucie,FL
Summary
Motivated guest service/ front desk with talent for coordinating guest services. Proactive with history of managing multiple tasks in various areas with specialties in conflict resolution, team coordination and customer support. Highly organized, detail-oriented and thrives in fast-paced, intense environment. Talented professional with expertise in completing tasks accurately and efficiently. Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Front Desk/Professional Tax Preparer
Tax Credit
, FL
12.2023 - 03.2024
- Greeted visitors and provided customer service in a professional manner.
- Processed payments, including cash, checks, and credit cards.
- Assisted with the coordination of meetings and events.
- Answered phone calls and directed inquiries to appropriate personnel.
- Managed office supplies inventory and placed orders when necessary.
- Maintained records of visitor logs and contact information for customers.
- Performed data entry tasks into various computer systems accurately.
- Handled incoming mail distribution and outgoing mail collection duties.
- Ensured that the lobby area was clean and presentable at all times.
- Scheduled appointments for guests using established procedures.
- Operated switchboard equipment in order to transfer calls internally or externally.
Payment Specialist for Credit Unions
PCSU Sitel
, FL
09.2021 - 11.2023
- Analyzed credit and debit cards lost or stolen over 1500 credit unions.
- Provided customer services, establish and implement administrative operating procedures for incidental internal processes.
- Timely manner limits that are attached to the dispute, which required merchants to response.
- Researched discrepancies related to customer accounts and payments.
- Assisted customers with inquiries regarding payment processing.
- Managed daily accounting tasks, including invoicing and reconciliation of accounts receivable.
- Provided customer service support through phone, email, or other communication channels.
- Performed data entry into the company's financial system as needed.
- Verified bank deposits, credit card charges, wire transfers, checks.
- Maintained up-to-date knowledge of applicable laws governing payment processes.
- Monitored customer account details to minimize or rectify non-payments, delayed payments and other irregularities.
- Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
- Assisted in streamlining accounts receivable process by identifying areas for performance improvement.
Senior Customer Service Representative
Western Union
04.2020 - 10.2022
- Conduct transactions allowing clients to pay bills, send money, and receive money orders or checks domestically and internationally. Issue receipts, refund checks, credits, or change due to customers.
- Provided customer services, establish and implement administrative operating procedures for incidental internal processes.
- Managed and proofread claims that are received from customers and other organization offices.
- Assisted in obtaining information, gathering data, and composing, summarizing and finalizing contracts.
- Provided advice, support, and direction with administrative support for other staff, military and civilians.
- Provided technical support to customers via phone, email, and chat.
- Developed and implemented customer service policies and procedures.
- Analyzed customer data to identify opportunities for upselling services.
- Ensured compliance with applicable laws and regulations related to customer service.
- Maintained accurate records of all customer interactions in CRM system.
- Identified trends in customer issues and provided recommendations for resolution.
- Handled difficult situations with tact, diplomacy, and professionalism.
- Managed incoming calls from customers while providing exceptional service.
- Provided product information and answered questions regarding features, pricing plans.
- Assisted customers by answering questions, addressing concerns and providing current account information.
- Educated customers about products, pricing and policies to address and resolve issues.
- Tracked orders through shipping companies' websites until they reached their destination.
Personal Banker/Assistant Manager
Wells Fargo, NA
, GA
09.2013 - 07.2015
- Personal Banker / Assistance Manger (Registered SAFE position) at Wells Fargo are focused on building lifelong relationships with customers, both consumers and small businesses. Demonstrated a genuine interest in their customers and ask questions to understand what's important to them and how Wells Fargo can help meet their financial needs.
- Developed a strong relationships with other Wells Fargo partners that enable them to introduce customers to specialists who can assist with specific financial needs.
- Assisted customers with opening new accounts, transferring funds, and closing existing accounts.
- Provided customer service by responding to inquiries in person, via telephone, and through email.
- Assisted customers in completing loan applications and processed loan documents.
- Performed cashier duties such as cashing checks, accepting deposits and withdrawals, reconciling daily transactions.
- Identified customer needs and offered appropriate financial Followed Wells Fargo Code of Ethics and Sales Integrity policy
- Exhibited a high degree of integrity, trustworthiness and professionalism at all times
- Managed risk by maintaining appropriate controls to ensure operational integrity and compliance with applicable.
- products or services to meet those needs.
- Cross-sold bank products such as savings accounts, credit cards, mutual funds.
- Maintained knowledge of current banking regulations and procedures to ensure compliance with laws and regulations.
- Greeted customers upon entering the branch lobby; answered questions about account balances, interest rates, fees.
- Processed various types of transactions including wire transfers and foreign currency exchanges for clients.
- Monitored customer activity on accounts to identify suspicious activities or potential fraud.
- Maintained a high level of confidentiality when dealing with sensitive customer information.
- Developed marketing campaigns to promote bank products and services within the community.
- Prepared reports for management regarding customer feedback on services provided.
- Participated in sales training programs to increase product knowledge.
- Reviewed account statements regularly to ensure accuracy of information provided.
- Conducted regular review meetings with customers to discuss their financial goals and objectives.
- Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
Personal Banker II
1st National Bank Texas
08.2008 - 12.2013
- Provided prompt, efficient and friendly services to customers, involving receipt and payment of cash, and to recognize customer needs with suggestions appropriate to the bank's services. Followed the policies in accordance with regulations.
- Processed deposits and pay out funds in accordance with the bank procedures, to record transactions accurately and balance each day.
- Received cash and checks for deposit, and verifies amounts, and look for check endorsements.
- Examined cash carefully to guard against acceptance of counterfeit checks and identification. Entered transactions in the computer and issue customer receipts.
- Sold and prepared money order, cashier checks, gift cards, savings bonds, travelers' checks, and bank-to-bank wire, and certificate of deposit.
- Processed western union wires, and cash advances. Provided services for AAFES including STAR CARD payments, and check cashing.
- Sold bank product and services. Performed other tasks requested by supervisors as related to the bank and its functions.
- Occasional lifting of up 25 lbs.
- Conducted account openings and closings for clients.
- Assisted customers with deposits, withdrawals, transfers, loan payments and other banking transactions.
- Researched customer inquiries and reported findings in a timely manner.
- Cross-sold banking products such as credit cards, loans and investments.
- Analyzed financial documents provided by customers to determine their needs.
- Reviewed existing accounts for accuracy of information and compliance with regulations.
- Participated in training sessions regarding new banking products or services.
- Monitored changes in laws related to banking policies and procedures.
- Facilitated resolution of customer disputes in a fair manner while protecting the interests of the bank.
- Followed operational standards, promoting security, risk management and compliance.
- Helped customers open and close accounts, apply for loans and make sound financial decisions.
- Analyzed customer credit data and other financial information to identify solutions that aligned with customer needs.
- Created strategic financial solutions to suit individualized client needs.
- Maintained customer data confidentiality while inputting information into system.
- Prepared bank deposits, general ledger postings and statements.
- Interviewed customers to obtain information needed for opening accounts or renting safe-deposit boxes.
- Obtained credit records from various reporting agencies to open new accounts.
Banquet Host /Event Coordinator
Event Catering / Hospitality
, TX
08.2010 - 10.2013
- Coordinated with banquet staff to ensure smooth event operations.
- Assisted in setting up tables, chairs and decorations for events.
- Provided excellent customer service by responding promptly to guest inquiries and requests.
- Greeted guests upon arrival and provided seating arrangements.
- Organized food items on buffet line according to health standards.
- Provided support to other team members as needed throughout the event.
- Served beverages and food items to guests in a professional manner.
- Communicated effectively with kitchen staff regarding special orders or dietary restrictions of guests.
- Performed closing duties such as cleaning work areas, restocking supplies.
- Worked closely with catering manager to ensure accurate billing of services rendered at each event.
- Followed appropriate cash handling procedures while taking payments from guests at banquets.
- Monitored guest satisfaction levels throughout the event and addressed any issues quickly and professionally.
- Provided assistance with post-event activities such as breakdown of furniture, cleanup of venue space.
- Assisted in organizing pre-event activities including menu selection, table setup and decoration preparations.
- Consistently updated knowledge about new products or services offered by company.
- Organized and laid out buffet equipment, food displays and other items.
- Coordinated with employees to arrange tables, chairs and other equipment needed for functions.
- Attended and monitored events to direct staff, proactively address issues and solve problems or concerns.
- Reviewed banquet event orders to determine room layouts and schedule staff.
- Instructed staff on appropriate equipment disassembly and storage.
- Developed highly effective wait staff and kitchen personnel through continuous mentoring and consistent training sessions.
- Communicated with external vendors such as florists and musicians to plan details and guide from beginning to end of event.
CNA
Bracley Healthcare
, TX
03.2003 - 12.2005
- Provided assistance with activities of daily living, including bathing, dressing and grooming.
- Maintained updated knowledge through continuing education and advanced training.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Delivered products to customer locations on time.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Understood and followed oral and written directions.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Assisted with Alzheimers patients requests and answered questions to improve satisfaction.
Education
Criminal Justice
Central Texas College
Killeen, TXBusiness Management
University of Maryland Europe
Skills
- Guest Relations
- Travel Arrangements
- Microsoft Office expertise
- Cash handling experience
- Appointment Scheduling
- Basic accounting
- Credit and cash payments
- Information Protection
- Oral and written communications
- Inventory Oversight
- Customer Service
- Administrative Support
- Clerical duties
- Transaction Processing
- Microsoft Office
- Housekeeping
- Hospitality services
- Mail and packages
- Guest Services
Certification
- Certified Nusing Assistant
Accomplishments
- Outstanding Customer Service
- Employee of the Month
Timeline
Front Desk/Professional Tax Preparer
Tax Credit
12.2023 - 03.2024
Payment Specialist for Credit Unions
PCSU Sitel
09.2021 - 11.2023
Senior Customer Service Representative
Western Union
04.2020 - 10.2022
Personal Banker/Assistant Manager
Wells Fargo, NA
09.2013 - 07.2015
Banquet Host /Event Coordinator
Event Catering / Hospitality
08.2010 - 10.2013
Personal Banker II
1st National Bank Texas
08.2008 - 12.2013
CNA
Bracley Healthcare
03.2003 - 12.2005
Criminal Justice
Central Texas College
Business Management
University of Maryland Europe
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