Veronica Zelaya
Katy,TX
Summary
Efficient, professional customer service associate with [10+] years of experience providing exceptional customer service while maintaining a high level of professionalism. Able to work well in team environments. Improved operational efficiencies and identified new opportunities for growth.
Overview
16
16
years of professional experience
Work History
Info Services Specialist
Better Business Bureau
Houston , TX
04.2024 - Current
- Provided customer service to clients by answering inquiries, resolving problems and providing product information.
- Analyzed trends in customer feedback data to identify areas for improvement in services offered.
- Resolved escalated customer issues in a timely manner while maintaining a high level of professionalism.
- Documented customer interactions accurately within the organization's database system.
- Participated in team meetings regarding service improvements or changes in policy or procedure.
- Worked closely with other departments such as sales, marketing and technical support teams to ensure optimal delivery of services.
Banker
Amegy Bank
Houston, TX
12.2021 - 04.2022
- Managing client bank accounts including opening and closing accounts, and overseeing transactions
- Selling banking products to current and prospective clients
- Processing loan documents, deposits, payments and withdrawals
- Resolving client problems
- Writing cashier checks and money orders
- Review clients' financial status identifying financial needs
- Assist with marketing campaigns and special events
- Assist with opening and closing bank branches
Personal Banker/ Teller/ CS
First Convience Bank
Houston, TX
09.2019 - 12.2021
- Determine customer's financial service needs and prepare proposal to sell services that address these needs
- Sell services or equipment, such as trusts, investments, or check processing services
- Prepare forms or agreements to complete sales
- Develop prospects from current commercial customers, referral leads, sales
- Or trade meetings
- Contact prospective customers to present information and explain available services
- Review business trends to advise customers regarding expected fluctuations
Internet Sales Consultant
Antelope Valley Nissan
Palmdale, CA
09.2018 - 11.2018
- Call Center/ Business Development Center
- Responding to high-volume internet leads via email, phone, and face-to-face communication
- Producing committed, scheduled appointments between customers and dealerships and sales representatives
- Helped achieve departmental gross profit and performance standards through dedicated specialized telephone activity designed to enhance CSI and sales volumes
- Deliver top-notch client satisfaction, from initial contact to post sale customer service
- Prospecting databases of over several thousand clients
- Networked with existing clients to increase revenues while improving client retention
- Performing long-term follow up on all unsold customers
Assistant Manager
Aaron's
Palmdale, CA
03.2017 - 08.2017
- Provide customer service by greeting and assisting customer and responding to customer inquiries and complaints
- Direct and supervise employees engaged in sales, inventory-taking, reconciling cash receipts, or in performing services for customers
- Formulate pricing policies for merchandise according to profitability requirements
- Establish credit policies and operating procedures
- Assign employees to specific duties
- Enforce safety, health and security rules
- Plan budgets, authorize payments, and merchandise returns
- Organized display shelves and selling merchandise
- Clean and sanitation of customer areas, floor care, vacuuming, and stocking custodial supplies
- Establish and implement goals, policies, objectives and procedures for the department
- Persuade customers to pay amounts due on credit accounts, damage claims, non-payable checks, or return merchandise
- Confer with customers by telephone to determine reason of overdue payments and review the terms of sales, service or credit contracts
- Locate and monitor overdue accounts using computer and a variety of automated systems
- Record information about financial status of customers and status of collection efforts
- Negotiate credit extension when necessary
Personal Banker
First Convience Bank
Houston, TX
08.2016 - 11.2016
- Determine customer's financial service needs and prepare proposal to sell services that address these needs
- Sell services or equipment, such as trusts, investments, or check processing services
- Prepare forms or agreements to complete sales
- Develop prospects from current commercial customers, referral leads, sales or trade meetings
- Contact prospective customers to present information and explain available services
- Review business trends to advise customers regarding expected fluctuations
Customer Service Representative
Arvato Bertelsmann
Santa Clarita, CA
07.2015 - 04.2016
- Transmit Claims for payment or further investigation
- Organize or work with detailed office records using computers to enter, search or retrieve data
- Obtain customer information such as name, address, payment methods, and enter orders into computers
- Explain products or services and prices, and answer questions from customers
- Plan itineraries, and accommodations details, compute faresaand fees, using schedules, rate books and computers
- Make and confirm reservations for transportation and accommodations, using telephones, faxes, email
- Answer inquiries regarding policies, procedures and schedules
- Confer with customers to determine their service requirements and travel preferences
Assistant Manager
Rent-A-Center
Houston, TX
10.2008 - 07.2014
- Resolved customer complaints regarding sales and services
- Visited franchise dealers to stimulate interest in establisment or expansion of leasing programs
- Determined formats, approaches, content, levels and mediums necessary to meet production objectives effectively and within budgetary constraints
- Arranged for debt repayment or establish repayment schedules, based on customer's financial situations
- Located and notified customers of delinquint accounts by mail, email, telephone, or personal visits to solicit payments
- Received payments and posted amounts paid to customer accounts
Education
S.P. Waltrip High School
Houston, TX05.2003
Skills
- Bilingual
- Leadership
- Administration
- Data Entry
- Handling Customer Complaints
- Call Center Operations
- Team Collaboration
- Sales expertise
- Telemarketing expertise
- Strong Work Ethic
- Performance Goals
- Multitasking and Organization
- Client rapport
- Listening Skills
- Attention to Detail
- Conflict Resolution
- Excellent Communication
- Customer consulting
- Data Processing
- Complaint resolution
- Computer Skills
- Customer Service
Languages
Spanish
Professional
References
References available upon request.
Timeline
Info Services Specialist
Better Business Bureau
04.2024 - Current
Banker
Amegy Bank
12.2021 - 04.2022
Personal Banker/ Teller/ CS
First Convience Bank
09.2019 - 12.2021
Internet Sales Consultant
Antelope Valley Nissan
09.2018 - 11.2018
Assistant Manager
Aaron's
03.2017 - 08.2017
Personal Banker
First Convience Bank
08.2016 - 11.2016
Customer Service Representative
Arvato Bertelsmann
07.2015 - 04.2016
Assistant Manager
Rent-A-Center
10.2008 - 07.2014
S.P. Waltrip High School
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