Summary
Overview
Work History
Education
Skills
Timeline
Generic

ROSEMARY LOPEZ

Las Vegas,NV

Summary

Dedicated and results-driven customer service professional with over 8 years of experience in the banking industry. Proven track record of building strong client relationships, resolving complex issues quickly, and consistently exceeding customer satisfaction. Skilled in process optimization, delivering high-quality support, and enhancing service efficiency without compromising quality. Passionate about driving customer loyalty, fostering trust, and supporting business growth through exceptional service delivery and strategic relationship management.

Overview

9
9
years of professional experience

Work History

Customer Service Representative

Bank of America
10.2021 - Current
  • Delivered high-quality service to a high volume of inbound clients, identifying financial needs and offering tailored banking solutions to enhance customer satisfaction and retention.
  • Utilized active listening and needs analysis to recommend appropriate financial products, services, or account solutions, contributing to customer retention goals.
  • Resolved complex client concerns related to transactions, billing, and account management with professionalism and accuracy, ensuring compliance with regulatory standards.
  • Maintained detailed documentation of all client interactions in systems while ensuring data integrity and adherence to privacy protocols.
  • Adapted to frequent product updates and policy changes to provide accurate, up-to-date information regarding financial services and processes.
  • Consistently met or exceeded performance metrics including call quality, resolution time, and client satisfaction scores.
  • Collaborated with internal departments (fraud, billing, account services) to streamline issue resolution and support a seamless client experience.

Relationship Banker

Bank of America
03.2017 - 10.2021
  • Utilized strong interpersonal communication skills to build client trust and foster long-term banking relationships.
  • Facilitated a variety of financial transactions, including deposits, withdrawals, wire transfers, and account inquiries with speed and accuracy.
  • Maintained compliance by adhering to banking policies, security procedures, and audit requirements while streamlining daily teller operations.
  • Leveraged in-depth product knowledge to deliver personalized banking solutions, addressing each client’s unique financial goals.
  • Increased sales of banking products by applying effective cross-selling and needs-based selling strategies.
  • Provided tailored financial guidance, resulting in improved client satisfaction and deeper account engagement.

Bank Teller

Wells Fargo Bank, N.A.
09.2016 - 03.2017
  • Guided customers in navigating online banking platforms and mobile apps to enhance digital engagement and self-service capabilities.
  • Assessed customer financial needs and built trust, leading to optimized product recommendations and elevated customer satisfaction.
  • Efficiently processed financial transactions, ensuring prompt service and reduced client wait times.
  • Balanced cash drawer daily with precision, investigating and resolving discrepancies to maintain accurate cash flow records.
  • Maintained detailed and compliant transaction records in accordance with bank policies and regulatory standards.
  • Proactively monitored customer accounts for suspicious activities, escalating potential fraud cases per bank protocols.

Education

High School Diploma -

Desert Rose High School
Las Vegas, NV
12-2011

Skills

  • Fluent in two languages
  • Account & Relationship Management
  • Accuracy in Data Entry & Record Keeping
  • Adaptability in Fast-Paced Environments
  • Conflict Resolution & Objection Handling
  • Problem Solving & Critical Thinking
  • Active Listening & Rapport Building
  • Cross-Selling Financial Products

Timeline

Customer Service Representative

Bank of America
10.2021 - Current

Relationship Banker

Bank of America
03.2017 - 10.2021

Bank Teller

Wells Fargo Bank, N.A.
09.2016 - 03.2017

High School Diploma -

Desert Rose High School

Similar Profiles

CREATE PROFILE