STACEY Trujillo
Las Vegas,NV
Summary
Experienced senior banker with a tenure of over 10 years in customer service. Demonstrated track record of consistently meeting team and development production targets through the delivery of high-quality output and attainment of metrics. Skilled in mentoring new hires and existing staff in best practices for call handling to ensure precise and uniform call responses. Proficient in security standards, fraud detection, and the loan application process.
Overview
11
11
years of professional experience
Work History
WEALTH & BUSINESS SPECIALIST
US BANK
12.2020 - Current
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- - Streamlined customer service processes to increase efficiency and improve response times.
- - Mentored junior team members, contributing to their professional development and overall team success.
- - Collaborated with cross-functional teams to develop new strategies for enhancing customer experience.
- - Addressed escalated issues with diplomacy and tact, finding resolutions that satisfied both the client's concerns and company interests.
- - Proactively identified potential problems or obstacles related to customer needs before they arose.
- - Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- - Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Assistant Manager
US BANK
12.2013 - 12.2020
- Improved customer satisfaction by promptly addressing and resolving inquiries.
- Assisted the branch manager with daily administrative tasks, contributing to the overall success of the team.
- Maintained accurate records of transactions to ensure compliance with company policies and financial regulations.
- Managed cash transactions accurately, ensuring proper documentation and maintaining security protocols.
- Collaborated with underwriters and processors to expedite loan processing and ensure timely closings.
- Handled complex customer issues professionally, escalating concerns when necessary for prompt resolution.
- Worked with other team members to deliver exceptional service and foster a positive work environment.
- Trained and supported other sales associates and cross-trained bankers.
- Administered loan application processing effectively from start to finish to assure client satisfaction.
- Handled account opening procedures, thoroughly verifying required documentation to reduce risk factors.
- Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals.
Skills
- Spanish Fluency
- Time Management
- Attention to Detail
- Problem-solving
- Multitasking abilities
- Training and Development
Languages
Spanish
Native or Bilingual
Timeline
WEALTH & BUSINESS SPECIALIST
US BANK
12.2020 - Current
Assistant Manager
US BANK
12.2013 - 12.2020
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