Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Hi, I’m
Sandra Leal-Victoria
Omaha,NE
Summary
Overview
16
years of professional experience
1
Certificate
Work History
Delta Air LinesOmaha, NE
Customer Service Agent Representative (Part-Time)
12.2023 - 06.2024
Job overview
- It is a customer-facing role, providing first-class customer service to everyone
- My Responsibilities are to assists passengers with their baggage pick-up
- Assists passengers to resolve issues with their delayed, lost, or damaged items
- Utilizes computer software to track and catalog luggage
- Handles customer interaction with class in an efficient, effective, and professional manner.
UMB Financial CorporationManhattan, KS
Personal Banker II
07.2023 - 01.2024
Job overview
- Responsible for delivering unparalleled customer service
- Training Personal Bankers to be true experts, meaning that in many situations
- Helping to develop a large clientele or growing into other positions across the company
- Creating and expanding relationships in the community through outbound calling efforts to customers
- Collaborating with internal partners, such as small business officers, mortgage officers, private wealth manager and others
- Processing customer account maintenance and standard branch transactions such as: address changes, check cashing, deposits and opening deposit and loan accounts
- In this position I also help opening accounts, accepting loan applications and processing wire transfers.
First National Bank of OmahaOmaha, NE
Personal Banker II
03.2022 - 07.2023
Job overview
- Processing new account transactions and assisting customers in their selection of accounts, financial services, and cross-selling bank products and services
- Asking personalized questions to convert every customer interaction into an opportunity to learn more about their financial goals and connect them to solutions that will meet their needs
- Support role in relation to Customer Service, Sales and Administration
- Educate and help customers to start their credit
- Individually creating and managing a successful loan pipeline with strong closing conversions by focusing time and efforts on prospecting and cross-selling home equity loans and lines of credit, unsecured personal loans, auto loans and mortgage referrals.
- Work with customers in their Fraud Claims, fraud trends and make necessary strategy adjustments to the applicable fraud prevention tools to detect and prevent fraudulent transactions
- Other duties as assigned.
First National BankOmaha, NE
Mortgage Loan Officer
04.2018 - 03.2022
Job overview
- As a Bilingual mortgage officer in a national team my position was to provide a helpful, easy, and personal mortgage experience to all existing and prospective customers
- One of my responsibilities was to establish and develop relationships with various referral sources to foster additional loan business
- In this Hybrid position I helped customers with their loan application, process and closings via telephone, text messages, emails and sometimes face to face service
- This job position required good communication with borrowers, agents, appraisers, underwriters, processors and closers in order to complete each loan with certain period time
- In order to succeed on this position, I had to learn a lot about property taxes, homeowners' insurance, APR, LTV, credit history and how to do the investigation about the source of the customer money that they have for their down payment and for their last two years of income
- Without a doubt, this job position gave me a lot of knowledge that will help me in my future for other job positions.
Horseshoe CasinoCouncil Bluffs, IA
Beverage Server (Part-Time)
07.2019 - 03.2020
Job overview
- Providing fast, friendly, professional, and responsive customer service to guests
- Providing wine, liquor and cocktail to guests at assigned stations on efficient time
- Interacting with guests and co-workers in a helpful, positive, upbeat, and professional manner while taking beverage orders; Sometimes accepting payment through cash and credit from the guests
- Always keep the knowledge of all current and upcoming special events to helps build guest opportunities
- Resolves situations so as to ensure smooth operations and keep the excellent customer service
- Ability to interact with staff and colleagues to resolve problems and conflicts in a diplomatic and tactful manner
- Ability to work effectively independently and as part of a team maintaining a high level of energy and taking on the same time a proactive and strategic approach to dealing with issues.
First National Bank of OmahaOmaha, NE
Sr. Personal Banker
08.2015 - 04.2018
Job overview
- Assisting manager with the day-to-day coordination of personal banking and teller activities was part of my roll
- To stablish customer relationships, participate in business development activities, provide ongoing coaching, give feedback for Personal Bankers and helping to resolve customer issues was a way to success on the position and as a person.
FNBO - First National Bank of OmahaOmaha, NE
Personal Banker
04.2010 - 04.2015
Job overview
- Using the knowledge and conversation skills in English and Spanish to build upon the customers' needs and make a true difference in their financial lives
- Communicate in a compelling manner, project a positive image, and enjoy solving problems and creating positive outcomes
- Demonstrate attention to detail whether completing documents or explaining features and benefits
- Gaining experience in a retail environment engaging with customers and making product recommendations that lead to sales or relevant experience
- Other job duties as assigned
FNBO - First National Bank of OmahaOmaha, NE
Bank Teller
05.2008 - 04.2010
Job overview
- Responded and assisted customers with account inquiries and updates.
- Welcomed customers and offered pleasant service during entire transaction.
- Cashed customer checks, verified identification and checked account balances in accordance with bank policy.
- Served large number of customers during high volume shifts and remained composed and professional in stressful situations.
- Reconciled cash and checks against computer records at end of shift.
- Identified customer financial needs, goals and objectives and offered appropriate financial products to suit needs.
Education
Metro Community CollegeOmaha, NE
GED
07-2007
University Overview
Skills
- Banking
- Loan Officer Experience
- Loan Origination
- Salesforce
- Accounting
- Cash handling
- Office experience
- Customer service (10 years)
- Customer support (10 years)
- Financial Services
- Fraud prevention and detection
- Microsoft Office
- Bilingual
- Translation
- Typing
- Customer service
- Windows
- Analysis skills
- Budgeting
- Outstanding communication skills
- Information Updates
- Problem Resolution
Certification
Certified Notary Public
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Agent Representative (Part-Time)
Delta Air Lines
12.2023 - 06.2024
Personal Banker II
UMB Financial Corporation
07.2023 - 01.2024
Personal Banker II
First National Bank of Omaha
03.2022 - 07.2023
Beverage Server (Part-Time)
Horseshoe Casino
07.2019 - 03.2020
Mortgage Loan Officer
First National Bank
04.2018 - 03.2022
Sr. Personal Banker
First National Bank of Omaha
08.2015 - 04.2018
Personal Banker
FNBO - First National Bank of Omaha
04.2010 - 04.2015
Bank Teller
FNBO - First National Bank of Omaha
05.2008 - 04.2010
Metro Community College
GED
Certified Notary Public
Quote
Success is not final; failure is not fatal: It is the courage to continue that counts.
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