SCARLETT AQUINO
Uhland,TX
Summary
Experienced with managing customer relations and delivering exceptional service. Utilizes effective communication and empathy to address and resolve issues promptly. Knowledge of best practices in customer service ensures consistent, positive interactions.
Acquired extensive exposure to financial operations including Investment Banking. Comprehensive knowledge of, and experience in, leveraging numerous investment instruments in a variety of complex situations. Computer-literate with software proficiency covering cover Business Process Manager, Integrated, Compliance 1, QuickBooks and Microsoft Office. Dedicated, goal-driven focused and pro-active result oriented, who always thinks one-step ahead. A creative problem solver who thrives in fast-paced and deadline sensitive environments.
Overview
9
9
years of professional experience
Work History
Customer Experience Representative
Ace Relocation Systems
05.2024 - Current
- Established a positive work environment that encouraged collaboration and teamwork among staff members for optimal results.
- Continuously refined personal communication skills, adapting to various customer personalities and preferences for optimal rapportbuilding.
- Facilitated smooth issue resolution by maintaining clear lines of communication between customers and relevant departments.
- Developed strong relationships with clients, fostering a sense of trust and reliability in the company''s services.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Part-Time Cashier
Lowes
02.2023 - 01.2025
- Greeting and assisting customers seeking information and/ or product details
- Perform price checks, changes and rate corrections
- Promoted store promotions and incentive programs to increase overall sales revenue.
- Conduct customer refunds
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Answered questions about store policies and addressed customer concerns.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Addressed customer needs and made product recommendations to increase sales.
Branch Manager
Falcon International Bank
01.2022 - 10.2023
- Checking of the accuracy of invoices
- Supervise and control daily activities of branch operations ensuring efficiency and effectiveness of policy and procedures
- Supervise and assist sales associates in meeting branch goals.
- Grow profitability and effectiveness of Financial Center
- Coordinate sales and service activities with group manager and specialist partners to ensure effective implantation of target within the team
- Observe, coach and mentor team members to ensure the effective delivery of sales and service
- Supervised and coordinated scheduling of branch and all retail staff- Trained and crossed trained retail banking staff
- Budget Report
- Provide copies of portfolio status report and all supporting documents
- Provide weekly summary report
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
- Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Enhanced staff competency with regular training sessions, boosting productivity levels across the branch operations.
- Complied with regulatory guidelines and requirements.
Bank Teller/Loan Assistant/FSR
Falcon International Bank
01.2016 - 10.2023
- Greet customers with courtesy and professionalism to efficiently process transaction in a fast-paced transactions environment
- Review credit report, tax return, pay stubs, bank statements and appropriate identification to process loan application
- Monitoring of customer invoices, ensuring all invoices, are properly handled and delivered on time
- Managing a portfolio of clients with a goal of relationship expansion and retention
- Meeting the credit needs of clients seeking secure and unsecure loans
- Regularly keeping contact by phone with a portfolio of clients to update them of changes/updates
- Maintaining a high level of knowledge regarding retail, commercial, and investment products and services
- Meeting monthly goals by new accounts, contacts, new accounts, loan, and referrals to other departments within Falcon
- Applied problem-solving skills and deescalates concerns to bring them around to value added plans in a call center atmosphere
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Maintained organized records, facilitating efficient retrieval of information for audits and regulatory examinations.
- Worked closely with borrowers to gather required documentation, ensuring timely submission and approval of loans.
- Provided excellent customer service during the loan process, from initial inquiry to closing, ensuring a seamless experience for clients.
Part-Time Night Stocker
HEB
09.2022 - 11.2022
- Restocking and removing defective items
- Fronted product
- Assisted customers with products
- Bring tools down from racks/stocking bays up for neat performance
- Collaborated with coworkers to complete nightly stocking tasks efficiently and effectively.
- Contributed to a safe working environment by adhering to safety regulations during overnight shifts.
- Improved store organization by efficiently restocking shelves and displays during overnight shifts.
Part-Time Cashier
Walmart
04.2021 - 06.2021
- Greeting and assisting customers seeking information and/ or product details
- Perform price checks, changes and rate corrections
- Conduct customer refunds
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
Education
SECONDARY SCHOOL -
NORTH HOPKINS HIGH SCHOOL
Sulphur Springs, TX01.2010
COLLEGE -
PARIS JUNIOR COLLEGE
Paris, TX01.2011
Skills
- Strong Organizational Skills
- Goal & Detail Oriented
- Payment Processing
- Collections
- Account receivable
- Filing
- Account reconciliation
- Notary Public
- Call center experience
- Appointment scheduling
- Problem-solving skills
- Multitasking
- Verbal and written communication
- Money handling
Activities
Member of Buda Chamber, 4 years
Languages
Spanish
Native or Bilingual
Timeline
Customer Experience Representative
Ace Relocation Systems
05.2024 - Current
Part-Time Cashier
Lowes
02.2023 - 01.2025
Part-Time Night Stocker
HEB
09.2022 - 11.2022
Branch Manager
Falcon International Bank
01.2022 - 10.2023
Part-Time Cashier
Walmart
04.2021 - 06.2021
Bank Teller/Loan Assistant/FSR
Falcon International Bank
01.2016 - 10.2023
SECONDARY SCHOOL -
NORTH HOPKINS HIGH SCHOOL
COLLEGE -
PARIS JUNIOR COLLEGE
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