Yesenia G. Gonzalez Garcia
Norfolk,VA
Summary
Highly motivated professional with a strong work ethic, adaptability, and exceptional interpersonal skills. Demonstrated success in business services, customer relations, and event coordination roles. Thrives in independent work environments and excels at quickly acquiring new skills. Fluent in Spanish for effective communication with diverse populations.
Overview
10
10
years of professional experience
1
1
Certification
Work History
ABNB Community Foundation Board Member
ABNB Community Foundation
05.2024 - Current
- Collaborate with board members to develop and implement community outreach programs
- Oversee fundraising initiatives and manage donor relations
- Provide strategic direction and governance for the foundation’s activities
- Represented organization at industry conferences and events.
- Fostered collaboration among board members, promoting open communication and shared decision making.
- Collaborated with other board members to develop and execute programs and initiatives to advance organizational mission.
- Founded over 18 new grants in 2024.
Golf Tournament Committee Member
ABNB Community Foundation
06.2022 - Current
- Organize and manage annual golf tournaments to raise funds for charitable causes
- Coordinate with sponsors, participants, and volunteers to ensure smooth event operations
- Handle event marketing, registration, and logistics
- Established and maintained strong relationships with customers, vendors and strategic partners.
- Fundraised over 100,000 in sponsorships in 2024 and nearly 150,000 in 2023.
Marketing Event Coordinator
ABNB Federal Credit Union
03.2022 - Current
- Plan and execute marketing events to promote company products and services
- Coordinate with vendors, sponsors, and stakeholders to ensure successful event execution
- Manage event budgets, timelines, and logistics
- Analyze event performance and provide recommendations for future improvements
- Managed budgets effectively, optimizing resources and reducing overall costs without sacrificing event quality.
- Led pre-event planning meetings to ensure clear communication among team members, resulting in smooth operations on event day.
- Collaborated with cross-functional teams to create cohesive marketing materials for each event.
- Strengthened relationships with vendors and partners, ensuring reliable support for future events.
- Managed event logistics and operations.
- Implemented protocols and procedures to effectively manage planning process.
Business Services Assistant
ABNB Federal Credit Union
09.2021 - 03.2022
- Produce and prepare loan files for closings and review loans under $500k
- Act as a liaison between borrowers and appraisers
- Conduct new hire training and provide monthly data analysis in collaboration with the marketing data analyst
- Engaged with customers to build business relationships.
- Developed knowledge of company products and services to make suggestions according to customer needs.
- Increased customer retention rate with proactive communication and timely resolution of client concerns.
- Collected, arranged, and input information into database system.
Service Call Center Agent
Judge Group, Fetch Inc
06.2021 - 07.2021
- Managed customer expectations and processed payments
- Handled high volumes of calls and resolved escalated customer service concerns
- Increased first-call resolution rates by actively listening to customer concerns and providing tailored solutions.
- Confirmed insurance policy and coverage terms with vendors to avoid issues with payments.
- Reduced call wait times for improved client experience through effective call handling techniques.
- Communicated with customers via email and instant messaging to address client needs during excessively busy periods.
- Demonstrated flexibility when assigned additional responsibilities or shifts during peak business periods or staff shortages.
- Maintained up-to-date knowledge of industry trends, products, services, and policies to provide accurate information during every interaction.
- Navigated multiple software applications simultaneously, ensuring accurate information was conveyed to customers at all times.
- Managed high-volume inbound calls, effectively resolving customer inquiries and maintaining excellent service standards.
- Streamlined workflow processes by utilizing internal systems effectively, reducing time spent on administrative tasks per call.
- Answered over 80 calls per day.
Retail Personal Banker I
Comerica Bank
11.2019 - 03.2021
- Conducted marketing activities and participated in client acquisition
- Provided transactional customer service and resolved customer complaints
- Conducted regular audits to ensure compliance with bank policies and regulatory requirements, maintaining a low error rate throughout tenure.
- Provided exceptional customer service by resolving complex issues quickly, earning multiple commendations from satisfied clients.
- Contributed to the development of staff training materials that improved overall branch performance metrics and employee engagement levels.
- Improved branch performance by effectively collaborating with team members to meet sales targets consistently.
- Reduced customer wait times by efficiently managing the queue and addressing client concerns promptly.
- Mentored new hires on company policies, systems, and best practices to ensure successful integration into the team.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Promoted financial products by maintaining excellent service offering knowledge.
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Cross-sold bank products and services to meet customer needs and provide options.
- Networked to increase client base and encourage existing clients to expand financial portfolios.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
- Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
- Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
- Followed up with customers to gather feedback and provide additional assistance.
- Monitored customer accounts to detect irregularities or suspicious activity.
- Expanded client base by promoting new financial products.
- Processed deposits, withdrawals and ACH transfers accurately.
- Prepared contracts and related documentation according to strict standards.
- Met with members to understand goals and recommend solutions to fit specific needs.
- Networked to identify potential new clients and expand geographic territories.
- Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
- Worked with clients to develop financial planning strategies and solutions through evaluation of finances.
- Managed risk exposure by closely monitoring account activity and taking appropriate action when necessary, safeguarding both clients'' and bank''s interests.
Cash Logistics Operator
Brinks Inc
11.2018 - 09.2019
- Processed and reconciled currency transactions
- Trained new employees and prepared bank deposits
- Trained new employees on company procedures, ensuring a smooth transition into the workplace.
- Solved shipment discrepancies by conducting thorough investigations and collaborating with team members.
- Managed loading and unloading processes to minimize damages and maintain product quality.
Seasonal Fulfillment Center Operator/Trainer
Amazon Fulfillment Center
08.2018 - 11.2018
- Prepared outbound routes and ensured no packages were left behind
- Facilitated cross-training initiatives among staff members, bolstering overall team expertise and adaptability.
- Mentored new operators, ensuring a smooth transition to the production floor and boosting team morale.
- Trained and mentored [Number] new personnel hired to fulfill various roles.
- Ensured compliance with industry standards by staying current on regulations, guidelines, and best practices in the field of operations.
Member Solution Specialist I
Canyon State Credit Union
12.2014 - 06.2018
- Explained loan options and assisted members with loan applications
- Actively cross-sold credit union products and services
- Mentored junior team members, providing guidance on best practices and fostering professional growth within the organization.
- Recommended new products and services to customers.
- Enhanced customer satisfaction ratings by resolving issues efficiently.
- Resolved customer issues quickly and efficiently to enhance overall customer satisfaction ratings.
Education
High School Diploma - Business Administration and Management
Metro Tech High Vocational Technical
Phoenix, AZ05.2015
Skills
- Organizational Skills
- Multitasking and Prioritization
- Customer Service
- Community Outreach
- Relationship Building
- Microsoft Office
- Conflict Resolution
- Detail Oriented
- Business Operations Knowledge
- Nonprofit experience
- Leadership experience
- Strategic Planning
- Business Administration
- Marketing
- Workplace Safety
- Cash handling expertise
Certification
- Business Management and Administration License, 2014
- Banking and Financial Services, 2015
- Tax Preparation, 2015
Languages
Spanish
Native or Bilingual
Timeline
ABNB Community Foundation Board Member
ABNB Community Foundation
05.2024 - Current
Golf Tournament Committee Member
ABNB Community Foundation
06.2022 - Current
Marketing Event Coordinator
ABNB Federal Credit Union
03.2022 - Current
Business Services Assistant
ABNB Federal Credit Union
09.2021 - 03.2022
Service Call Center Agent
Judge Group, Fetch Inc
06.2021 - 07.2021
Retail Personal Banker I
Comerica Bank
11.2019 - 03.2021
Cash Logistics Operator
Brinks Inc
11.2018 - 09.2019
Seasonal Fulfillment Center Operator/Trainer
Amazon Fulfillment Center
08.2018 - 11.2018
Member Solution Specialist I
Canyon State Credit Union
12.2014 - 06.2018
High School Diploma - Business Administration and Management
Metro Tech High Vocational Technical
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