XIMENA HIDALGO VELEZ
Groveland,FL
Summary
Hands-on professional with extensive experience in Customer Service; recognized as self-motivated and energetic with strong interpersonal skills, committed team player willing to coach others, and focused on customer satisfaction. Expertise in accurately and efficiently handling multiple tasks, strong work ethic and maintaining harmonious and effective working relations with customers and co-workers.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Stay At Home Mom
Home
Groveland, Florida
04.2014 - Current
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Trained and supervised a team of three junior associates.
- Efficiently managed budget and ensured goal achievement.
Assistant Branch Manager, Operations
JP Morgan Chase
Lakewood Ranch, Florida
04.2011 - 04.2014
- Maintained excellent customer relations by swiftly resolving escalated customer complaints.
- Performed periodic audits of the branch's internal control systems to detect errors or irregularities.
- Served as primary liaison between branch personnel and corporate headquarters when necessary.
- Developed and implemented operational policies and procedures to improve efficiency and customer service.
- Monitored staff workflow to ensure accuracy in processing transactions and adherence to established timelines.
- Recruited new employees by conducting interviews and administering pre-employment tests.
- Provided guidance to staff members regarding best practices for providing exceptional customer service experiences.
- Ensured compliance with all regulatory requirements related to branch operations.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Planned work schedules to maintain adequate staffing levels.
- Assigned duties to employees and examined work for accuracy, neatness and timeliness.
- Managed and inspired team members to perform to full potential, driving branch profitability.
Senior Teller
JP Morgan Chase
Orlando, FL
12.2009 - 03.2011
- Provided excellent customer service by assisting with financial transactions, ensuring accuracy, and maximizing customer satisfaction.
- Recognized opportunities and referred sales to appropriate branch staff, contributing to the firm's success.
- Successfully fulfilled duties as the ATM custodian and stepped in as a Vault Teller substitute when necessary, contributing to meeting cash targets for the branch.
- Ensured that security protocols were followed when handling large sums of money or sensitive documents.
- Provided immediate access to extra cash by handling Cash Dispenser custodian responsibilities, expediting transactions and reducing customer waiting time
- Maintained organizational compliance by serving as custodian for both Traveler's Checks and wire transfers, successfully documenting and filing all transactions to meet auditing standards.
Assistant Front Desk Supervisor
Homewood Suites by Hilton
Orlando, Fl
04.2007 - 10.2010
- Ensured customers were welcomed in a friendly and professional manner, establishing a positive image of the organization
- Served as a proactive ambassador for the hotel, effectively communicating its value and converting business opportunities into reservations and occupied rooms.
- Served as a reliable backup resource to the manager, offering guidance and support in various supervisory tasks to ensure smooth operations.
- Conducted extensive research and effectively addressed guest inquiries, ensuring consistent guest support to enhance overall customer satisfaction
- Prepared reports documenting guest issues, subsequent resolutions, and recommendations for consideration during the next work shift.
- Provided training to newly hired front desk clerks on documentation procedures, customer service practices, and daily duties of the position
- Served as the designated Supervisor on Duty, responsible for managing hotel shifts without managerial oversight.
Education
Bachelor of Economics -
Pontificia Universidad Javeriana
Bogotá, Colombia05.2003
English as a Second Language -
LaGuardia Community College
New York, NY12.1999
Skills
- Customer Relations
- Analytical Thinking
- Attention to Detail
- Team building
- Leadership
- Multitasking
- Relationship Building
Certification
- Real Estate Agent (FL). SL3362561
Languages
English
Professional
Spanish
Professional
Volunteering
- Served as Partner Lead between The Salvation Army and Elevation Church for 4 months in 2023. As such, I was responsible for planning events that would benefit vulnerable population, coordinating efforts with The Salvation Army to keep an open communication and create new initiatives to enhance the live of their clients.
Affiliations
- Completed a sprint triathlon in 2017.
Timeline
Stay At Home Mom
Home
04.2014 - Current
Assistant Branch Manager, Operations
JP Morgan Chase
04.2011 - 04.2014
Senior Teller
JP Morgan Chase
12.2009 - 03.2011
Assistant Front Desk Supervisor
Homewood Suites by Hilton
04.2007 - 10.2010
Bachelor of Economics -
Pontificia Universidad Javeriana
English as a Second Language -
LaGuardia Community College
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