Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Vanessa Cabrera

Riverview,FL

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the financial industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

10
10
years of professional experience

Work History

(Hybrid) Wealth Investment Service

Citibank
05.2024 - Current
  • Leveraged technology platforms to enhance efficiency in managing client accounts and monitoring portfolio performance.
  • Streamlined account opening process for clients, ensuring seamless onboarding experience.
  • Enhanced client satisfaction by providing exceptional customer service and addressing their investment needs.
  • Coordinated efforts with other departments to provide a seamless experience for clients across all aspects of their relationship with the firm.
  • Managed aspects of client relationship process, including client onboarding and resolving escalations.
  • Conducted research to answer questions and handle issues using multiple systems and resources.
  • Maintained accurate records of all client interactions, transactions, and documentation in compliance with industry regulations.

(Hybrid) Client Service Associate

Citibank
04.2022 - 05.2024
  • Responsible for requests to add and remove signers, POAs and ITF to bank accounts
  • Creating or updating client's KYC profiles
  • Assist Relationship Managers with estate/deceased cases and escheated accounts
  • Responsible for all client's service requests via phone and email
  • Processed customer correspondence in CRM to track requests, problems nd solutions.
  • Follow up with clients as needed to identify additional information to support AML cases.
  • Support any key initiative/projects as requested by management
  • Recommend new options to enhance productivity in accordance with established guidelines.
  • Actively participated in team meetings and initiatives focused on continuous improvement across various areas of business.
  • Collaborated with sales teams to onboard new clients, providing smooth transition experience for all parties involved.

Relationship Specialist

Grow Financial
08.2019 - 01.2022
  • Review clients' accounts daily and proactively identify potential issues, resolve issues prior to client impact and identify potential improvements/enhancements for managing accounts.
  • Actively manage multiple client accounts including communications and logistical activities as it relates to specific client related services
  • Make transfers between accounts and shares, make balance transfers for credit cards and also add authorized signers
  • Complete loan servicing procedures by processing payments and payoffs, review accounts for signs of discrepancies, fraud or non-payment issues
  • Modify, open and close customers' accounts/shares
  • Advise customers on bank products, services and financial planning options.

Customer Service Representative (Bilingual)

Simply Healthcare
11.2014 - 07.2016
  • Responsible for successfully managing large amounts of inbound and outbound calls
  • Handling patients, referral sources, and administrative department inquires
  • Ensuring customer satisfaction and assisting them with issues/concerns
  • Maintain customer records by updating account information
  • Entering patient information into system.

Education

Associate of Arts -

Hillsborough Community College
Tampa, FL
12.2015

High School Diploma -

Continental Academy
Miramar, FL
12.2007

Skills

  • Empathy and patience
  • Issue Resolution
  • Performance metrics analysis
  • Data entry proficiency
  • Strong organizational interpersonal
  • Negotiating and influencing abilities that drive engagement and results
  • Strong sense of patience
  • Attentiveness
  • Time management skills that have led to critical process improvement opportunities
  • Strong leadership
  • Problem solving
  • Decision making with high level accountability

Languages

Spanish
Full Professional

Timeline

(Hybrid) Wealth Investment Service

Citibank
05.2024 - Current

(Hybrid) Client Service Associate

Citibank
04.2022 - 05.2024

Relationship Specialist

Grow Financial
08.2019 - 01.2022

Customer Service Representative (Bilingual)

Simply Healthcare
11.2014 - 07.2016

Associate of Arts -

Hillsborough Community College

High School Diploma -

Continental Academy

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Vanessa Cabrera