Rosemary Lopez
Las Vegas,NV
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.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Bank of America
10.2021 - Current
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Contributed to process improvements within the team by suggesting innovative solutions that led to enhanced workflows and better results.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Personal Banker/Teller
Bank of America
03.2017 - Current
- Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
- Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Delivered comprehensive financial advice, strengthening client relationships and promoting long-term loyalty.
- Exceeded individual performance metrics consistently while maintaining exceptional levels of client satisfaction ratings throughout tenure as Personal Banker.
- Leveraged advanced knowledge of banking products/services to deliver custom presentations that effectively addressed unique client needs.
- Streamlined teller operations by maintaining organized workspaces and adhering to policies and procedures.
- Boosted sales of bank products through effective cross-selling and up-selling techniques.
Teller/Customer Service
Wells Fargo Bank
09.2016 - 03.2017
- Ensured a seamless banking experience for customers through meticulous attention to detail when handling paperwork and account updates.
- Strengthened relationships with existing clients through proactive communication and personalized assistance with financial needs.
- Boosted branch sales by offering appropriate financial products and services to customers based on their needs.
- Streamlined daily operations for peak efficiency by maintaining accurate cash drawer and balancing procedures.
- Upheld security protocols by promptly identifying fraudulent activities and reporting suspicious transactions to management.
- Consistently met or exceeded individual performance metrics set forth by management, contributing positively to overall branch success.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
Server Assistant/Busser
Morels French Steakhouse and Bistro
01.2011 - 09.2016
- Provided exceptional customer service, addressing concerns or issues promptly to maintain loyalty and satisfaction.
- Assisted servers in meeting customers'' needs by refilling drinks, providing condiments, and addressing any concerns.
- Showcased extensive knowledge of cocktail menus, confidently answering questions and making recommendations to suit individual preferences.
- Maintained a clean and organized work environment, ensuring optimal service for patrons.
- Developed rapport with regular customers, fostering loyalty and repeat business.
- Managed cash transactions accurately, ensuring proper handling of payments and tips.
- Resolved customer complaints professionally, prioritizing guest satisfaction and maintaining a positive atmosphere.
- Worked well in diverse team settings by partnering with others to complete tasks.
Education
Desert Rose High School
Las Vegas, NV12.2011
Skills
- Fluent in Spanish
- Data Collection
- Computer Skills
- Adaptability
- Teamwork and collaboration
- Administrative Support
- Performance Optimization
- Strong Organization
- Multitasking
- Adaptability
- Problem-solving aptitude
Timeline
Customer Service Representative
Bank of America
10.2021 - Current
Personal Banker/Teller
Bank of America
03.2017 - Current
Teller/Customer Service
Wells Fargo Bank
09.2016 - 03.2017
Server Assistant/Busser
Morels French Steakhouse and Bistro
01.2011 - 09.2016
Desert Rose High School