Rosie Velez
Rancho Cucamonga,CA
Summary
Dedicated customer service professional with a proven track record in multiple industries, specializing in service delivery and multitasking. Committed to exceeding company expectations by delivering exceptional customer experiences.
Overview
25
25
years of professional experience
Work History
Consultant, Offline Care
Frontier Communications (Former Verizon)
01.2017 - 09.2024
- Provided effective support to internal teams (Field techs, Assignment, Care reps) through phone and chat interactions, ensuring accurate work provisioning, necessary order modifications, and successful installation completion to achieve 100% customer satisfaction
- Responsible for ensuring company compliance with government programs like Lifeline and ACP, guaranteeing qualified customers get the appropriate benefits.
- Provided exceptional customer service for HOA and employee accounts by promptly addressing inquiries, assisting with product selection, efficiently handling order processing, and setting clear expectations. Additionally, I effectively addressed customer concerns, demonstrated empathy, and resolved issues promptly
- Consistently met or exceeded all job performance standards for service levels, handling time, efficiency, and productivity.
- Kept up-to-date with all product, service, regulatory, and compliance updates/training.
- Provided exceptional customer experiences by promptly addressing concerns, offering excellent support and tailored recommendations, demonstrating empathy, and efficiently resolving issues.
Multilingual Sales and Solutions Consultant
Frontier Communications (Former Verizon)
02.2006 - 01.2017
- Provided timely and professional Spanish-language support to customers, addressing their inquiries effectively.
- Recommended tailored telecommunications products and solutions (voice/data/video) to meet individual customer needs.
- Stayed current with all product and service updates.
- Consistently achieved customer service/sales objectives by delivering exceptional support and enhancing overall customer satisfaction ratings.
Personal Banker
The Bank of New York
05.2001 - 09.2003
- Provided comprehensive financial services to individual and business customers, fostering stronger relationships.
- Consistently exceeded sales goals by effectively promoting and selling Bank products and solutions, including DDAs, Time Deposits, IRAs, online banking, personal loans, and homeowners secured lines and loans.
- Provided support to the teller team by efficiently handling the needs of new and existing customers at the main counter. Assisted in teller line operations, including balancing cash drawers, receiving and counting federal cash, and accessing the vault
- Provided one-on-one and group employee training. Served as acting branch manager when needed.
- Meticulously adhered to Bank security protocols and procedures, including branch opening and closing, vault access, and customer identification verification.
Roving Teller
First Union National Bank
03.2000 - 05.2001
- Maintained a friendly and professional demeanor while interacting with customers.
- Processed customer transactions efficiently, minimizing wait times. Provided clear and informative answers to customer inquiries about online banking, account balances, transaction history, and other related topics.
- Identified potential sales opportunities and referred customers to appropriate branch partners for financial services.
- Accurately balanced cash drawers daily and resolved any discrepancies to ensure accurate cash flow data.
- Demonstrated exceptional accuracy and speed in handling high-volume money counts, including incoming/outgoing armor cash.
- Strictly adhered to branch security protocols and procedures.
Education
Master of Arts - Marketing Communications
California State University - San Bernardino
San Bernardino, CA06-2005
Bachelor of Arts - Communication Studies (Advertising)
Xavierian Pontifical University
05-1994
Skills
- Proven track record in team support, customer service, and sales
- Possesses strong problem-solving skills, attention to detail, and great multitasking abilities
- Adaptable to new challenges and highly motivated to learn and grow
- Known for reliability and consistency in performance
Languages
Spanish
Native or Bilingual
Timeline
Consultant, Offline Care
Frontier Communications (Former Verizon)
01.2017 - 09.2024
Multilingual Sales and Solutions Consultant
Frontier Communications (Former Verizon)
02.2006 - 01.2017
Personal Banker
The Bank of New York
05.2001 - 09.2003
Roving Teller
First Union National Bank
03.2000 - 05.2001
Master of Arts - Marketing Communications
California State University - San Bernardino
Bachelor of Arts - Communication Studies (Advertising)
Xavierian Pontifical University
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