Summary
Overview
Work History
Education
Skills
Family and being outdoors.
Languages
Timeline
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Valerie Turrey-Aquino

Pomona,CA

Summary

16 Years experience in Banking industry. Provide exceptional customer service with great rapport with clients as well as team members. Solid team player with demeanor and proven skills in and out of the workplace. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Implementation of operational risk management framework. Volunteered in events for groups in the community.

Overview

19
19
years of professional experience

Work History

Financial Center Operations Manager

Bank Of America
Upland And Alta Loma , CA
01.2014 - Current
  • Lead Team huddles with All team members
  • Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies
  • Helped with planning schedules and delegating assignments to meet coverage and service demands
  • Developed loyal and highly satisfied customer base through proactive management of team customer service strategies
  • Set and enforced policies focused on increasing team productivity and strengthening operational efficiency
  • Had over 25 successful Audits in 16 years to ensure compliance is met
  • Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies
  • Directed promotion and brand loyalty efforts to build direct relationships with customers and share more opportunity to better financial lives

Customer Service Representative

Bank Of America
Pomona , CA
03.2020 - 01.2022
  • Exceeded customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Managed over 30-40 calls per day and provided world class customer service to every client.

Personal Banker

Bank Of America
Pomona, San Dimas And Glendora, CA
01.2008 - 12.2013
  • Advanced to this position after excelling as Sales and Service Specialist
  • Consistently placed at top of peer group within several markets 125%-170% on scorecard
  • Lead team meetings and huddles everyday
  • Managed risk (audit)
  • Work closely with business partners
  • Mentoring other team members to ensure great client experience with every interaction
  • Supervisor approvals for tellers and personal bankers
  • Consistently praised associates for hard work and meeting goals
  • Met personal and Branch goals every quarter
  • Completed maintenance for ATMs machines every week.
  • Offsite events at schools and businesses to present current offers and solutions for current and new clients

Teller Service Representative

Bank Of America
Glendora , CA
09.2005 - 06.2008
  • Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
  • Processed customer transactions promptly, minimizing wait times.
  • Stocked supplies for customers and personal teller station.
  • Recognized needs and referred to appropriate representative or line of business for cross-sell or service opportunities.
  • Handled various accounting transactions.
  • Executed wire transfers, stop payments and account transfers.
  • When excelled in this position was given override exception for other associates to minimize fraud and losses.
  • Had to be over 5% transaction to referrals to meet goal and always met and exceeded

Education

High School Diploma -

West Covina High School
West Covina, CA
05.2005

Skills

  • CRM Software
  • Understanding Customer Needs
  • Customer Retention Strategies
  • Customer Account Management
  • Responding to Difficult Customers
  • Courteous with Strong Service Mindset
  • Multitasking and Prioritization
  • Order and Refund Processing
  • Calm and Professional Under Pressure
  • De-escalation Techniques
  • Issue and Complaint Resolution
  • Upbeat and Positive Personality
  • Document and Records Management
  • Computer Proficiency
  • Inbound and Outbound Calling

Family and being outdoors.

Having a balance between work and family is important to have to remain happy. We love being outdoors enjoying the company of our family and being able to spend that time together.

Languages

Spanish
Professional Working

Timeline

Customer Service Representative

Bank Of America
03.2020 - 01.2022

Financial Center Operations Manager

Bank Of America
01.2014 - Current

Personal Banker

Bank Of America
01.2008 - 12.2013

Teller Service Representative

Bank Of America
09.2005 - 06.2008

High School Diploma -

West Covina High School

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Valerie Turrey-Aquino