Yanelis Gomez
Summary
Bilingual customer service professional with experience resolving customer concerns, researching account issues, and providing solutions in fast-paced banking and service environments. Skilled in complaint resolution, problem-solving, conflict management, and cross-functional collaboration. Recognized for strong communication skills, attention to detail, and the ability to deliver exceptional customer experiences while maintaining professionalism under pressure.
Overview
11
11
years of professional experience
Work History
Universal Banker
Citibank
Brooklyn, NY
02.2025 - Current
- Resolve customer account concerns and service-related issues through research, problem-solving, and effective communication.
- Assist clients with financial transactions, account maintenance, and complex banking inquiries while ensuring a positive customer experience.
- Collaborate with internal partners to address customer needs and identify appropriate solutions.
- Build and maintain strong customer relationships through active listening, empathy, and personalized service.
- Adhere to regulatory requirements, operational procedures, and compliance standards.
Server
Applebees
Brooklyn, NY
03.2025 - Current
- Deliver exceptional customer service in a fast-paced environment while managing multiple priorities.
- Communicate effectively with guests and team members while maintaining a positive dining experience.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
Customer Service Representative
Municipal Credit Union
New York, NY
07.2023 - 08.2024
- Managed customer inquiries and resolved account-related concerns in a timely and professional manner.
- Conducted account research and assisted with disputes, fee adjustments, payment requests, and online banking issues.
- Investigated customer concerns, identified solutions, and ensured appropriate follow-up
- Maintained detailed documentation and handled confidential customer information with accuracy and professionalism.
Banking Associate
TD Bank
Brooklyn, NY
10.2020 - 07.2023
- Assisted customers with transactions, account maintenance, debit card requests, and banking service inquiries.
- Resolved customer concerns while maintaining compliance with bank policies and procedures.
- Built customer relationships through product education, service support, and personalized recommendations.
Residential Specialist
Safe Horizon
New York, NY
02.2021 - 12.2022
- Mediated conflicts and resolved resident concerns to maintain a safe and supportive environment.
- Responded to inquiries from residents, visitors, and external stakeholders while providing professional customer service.
- Maintained records and followed organizational policies and security procedures.
Team Member/Cashier
Popeye's
Brooklyn, NY
11.2018 - 05.2021
- Offered strong customer service skills, keeping customers satisfied while preparing beverages and filled food orders for customers.
- Collected credit card, cash and gift certificate payments and dispensed change for cash transactions. Helped customers place orders, explained menu items and suggested appropriate options for food allergy concerns.
Team Member/Cashier
Wendy's
Brooklyn, NY
03.2016 - 04.2018
- Submit and prepare customer orders while operating POS cash register.
- Assist kitchen staff with various tasks as needed, and provide cooks with needed items.
Sales Associate
Macy's
New York, NY
10.2015 - 02.2016
- Established personal connections with customers, by asking questions to identify customer needs and inspiring purchases with products that resonates with the customer.
- Deliver optimal merchandise execution presentation, ensure accurate merchandise pricing, and process markdowns in a timely and accurate manner.
Education
High School Diploma -
School For Democracy & Leadership
Brooklyn, NYSkills
- Bilingual (English & Spanish)
- Customer Service
- Complaint & Conflict Resolution
- Problem Solving
- Customer Advocacy
- Written & Verbal Communication
- Microsoft Office
- Attention to Detail
- Time Management
Timeline
Server
Applebees
03.2025 - Current
Universal Banker
Citibank
02.2025 - Current
Customer Service Representative
Municipal Credit Union
07.2023 - 08.2024
Residential Specialist
Safe Horizon
02.2021 - 12.2022
Banking Associate
TD Bank
10.2020 - 07.2023
Team Member/Cashier
Popeye's
11.2018 - 05.2021
Team Member/Cashier
Wendy's
03.2016 - 04.2018
Sales Associate
Macy's
10.2015 - 02.2016
High School Diploma -
School For Democracy & Leadership