Vanessa Hernandez
Revere,MA
Summary
Experienced customer service professional with a solid history of improving customer satisfaction. Highly motivated and adaptable, with strong interpersonal skills. Seeking a role that offers career growth and the opportunity to contribute to business goals and company success.
Overview
19
19
years of professional experience
Work History
Customer Support Specialist II
Eastern Bank
Lynn, MA
03.2024 - Current
- Promote high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provide frontline customer support via various channels including incoming calls, live web video engagements, and chats.
- Assist customers on live web video engagements and chats in navigating the website and troubleshooting issues relating to their banking needs.
- Investigate and resolved customer complaints related to fraudulent activity.
- Process home equity loans in accordance with established guidelines and procedures.
- Explain loan terms to borrowers and answered questions regarding the application process.
- Answer customer inquiries related to their mortgage loan status, payments, escrow accounts, and insurance requirements.
- Assist customers with resolving billing disputes or errors on account statements.
- Assist customers in resolving their queries about payments, payment history, account balances, and loan details through phone calls as well as live video engagements and web chat sessions.
- Identify fraud trends through detailed analysis of transaction data.
- Collaborate with other departments to ensure proper resolution of fraud claims.
- Participate in group discussions with team members to develop new ways to combat fraud.
- Implement new hire training for employees.
- Demonstrate the use of computer systems, software applications, and other technology tools used by new hires.
- Provide guidance on job-related issues to new hires during their first weeks with the organization.
- Mentor and coached newly hired employees in their roles and responsibilities.
Customer Support Specialist
Eastern Bank
Lynn, MA
08.2022 - 03.2024
- Responded quickly to customer inquiries, needs, and problems.
- Delivered fast, friendly, and knowledgeable service for routine and complex questions.
- De-escalated problematic customer concerns, maintaining a calm, friendly demeanor.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Communicated with customers and coworkers, utilizing active listening and interpersonal skills.
- Processed fraud claims and customer purchase disputes.
- Determined existing fraud trends by analyzing accounts and transaction patterns.
- Conducted reviews of flagged transactions that showed potential suspicious activity.
- Made recommendations for closing accounts and performed associated follow-up.
Universal Banker
Carolina Bank
Florence, SC
08.2021 - 07.2022
- Handled the end-to-end process of setting up, modifying and discontinuing client accounts.
- Educated customers in the use of technical tools, mobile applications, and online banking.
- Clarified needs, identified options, and recommended products and services for customers.
- Executed domestic and international wire transfers, routine transactions, deposits, and withdrawals.
- Managed cash drawer and performed daily cash balancing.
- Coordinated check orders and initiated stop payments.
- Successfully managed incoming calls on a daily basis.
- Achieved excellent customer service standards by promptly addressing and resolving client issues.
- Devised solutions encompassing deposit, lending, and investment services.
- Facilitated team members' job growth and development through coaching and training sessions.
- Managed, balanced, and filed monthly reports.
- Managed escalations with courteous customer service, expertise in resolving issues, and a strong commitment to professionalism.
- Handled procurement and distribution of office supplies.
- Managed employee schedules on a weekly basis.
- Achieved quarterly sales goals through active promotion of bank products and services.
Head Teller
Carolina Bank
Florence, SC
08.2019 - 08.2021
- Provided effective guidance to customers by identifying their specific needs.
- Operated as a vault custodian, effectively handling sizable cash transactions.
- Managed cash transactions, reconciled cash drawers, and facilitated processing of loan payments, credit card cash advances, and issuance of monetary instruments.
- Ensured consistent ATM inventory through weekly restocking and balancing.
- Managed high volume of daily calls by screening and processing them promptly.
- Handled and resolved customer queries and issues effectively.
- Mentored team members in mastering procedures, meeting compliance standards, and optimizing performance.
- Successfully oversaw internal branch account management, audits, and monthly reporting.
- Effectively managed challenging situations with calmness and patience to deliver timely resolution to customer issues.
- Maintained strict adherence to standards of financial and customer data protection.
- Consistently achieved or surpassed quarterly sales objectives.
Teller
Carolina Bank
Florence, SC
04.2019 - 08.2019
Senior Teller
Eastern Bank
Malden, MA
05.2012 - 12.2013
Summer Float Teller
Eastern Bank
Saugus, MA
05.2009 - 07.2011
Senior Teller
Eastern Bank
Saugus, MA
07.2007 - 12.2008
Teller
Eastern Bank
Saugus, MA
12.2006 - 07.2007
Financial Officer
Faith Assembly of God
Orlando, FL
08.2005 - 07.2006
Education
Bachelor of Arts - Biblical Studies
Northpoint Bible College
Haverhill, MASkills
- Monitoring
- Records Management
- Research Reporting
- Problem Resolution
- Microsoft Office Proficiency
- Customer Service Oriented
- Oral & Written Communication
- Attention to Detail
- Critical Thinking
- Organization
- Friendly, Positive Attitude
- Motivated, Reliable & Trustworthy
Additional Information
My years in India allowed me to gain experience and development in areas such as, cross cultural communications, organizational, educational, research and management skills. I taught English to nearly 200 students, ranging from ages 5-20, systematized multiple libraries, and later transitioned to administrative work for an NGO with 3,000 children. There I organized proper bio data of children, processed materials for sponsorship and correspondence, organized travel itineraries from various countries, assisted with financial accounting and recordkeeping, and ultimately ended my time in India connecting with families living in slum areas, providing opportunities for English learning. All my experience gained in India taught me to have a greater appreciation for connecting with people, being empathetic, and working together to achieve common goals. The opportunity to be welcomed, challenged, and valued in a new culture was both humbling and rewarding; getting the chance to see some lives forever changed, was an incredible privilege that I'll always appreciate.
Volunteer Experience
- Life Spring Ministries India, English Tutor, 2017-2018
- Grace House of India, Accountant, English Tutor, 2016-2017
- Good News India, Administrative Assistant to Chairman, English Tutor, 2014-2016
Timeline
Customer Support Specialist II
Eastern Bank
03.2024 - Current
Customer Support Specialist
Eastern Bank
08.2022 - 03.2024
Universal Banker
Carolina Bank
08.2021 - 07.2022
Head Teller
Carolina Bank
08.2019 - 08.2021
Teller
Carolina Bank
04.2019 - 08.2019
Senior Teller
Eastern Bank
05.2012 - 12.2013
Summer Float Teller
Eastern Bank
05.2009 - 07.2011
Senior Teller
Eastern Bank
07.2007 - 12.2008
Teller
Eastern Bank
12.2006 - 07.2007
Financial Officer
Faith Assembly of God
08.2005 - 07.2006
Bachelor of Arts - Biblical Studies
Northpoint Bible College
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