Yolanda Sanchez
Oakley,CA
Summary
Well organized, punctual and personable professional with positive attitude. Looking to grow my career with a company where I can quickly learn and expand my current skill sets and experience. Team player, who is passionate about driving sales and using excellent customer service to close deals. Authorized to work in the US for any employer Proactive and upbeat Phone Banker with proven sales and customer relations skills. Approaches every problem analytically and with relationship-driven focus. Consistent in exceeding sales and service expectations. Talented account executive bringing expertise in remote banking support honed in fast-paced call center environments. Highly successful at maintaining strong call control, surpassing productivity targets and cultivating referrals. Excellent cross-selling skills with patient and persuasive approach. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
12
12
years of professional experience
Work History
Wells Fargo Phone Banker II/Premier Banker
WELLS FARGO BANK
07.2015 - Current
- Maintained friendly and professional customer interactions.
- Assisted customers with banking needs and inquiries.
- Educated customers on online banking and mobile banking applications.
- Executed wire transfers, stop payments and account transfers.
- Established rapport with new clients to increase satisfaction and loyalty.
- Monitored and verified suspicious activity on customer accounts.
- Trained new hires on customer service policies and procedures.
- Cross-sold credit cards, loans and other bank products.
- Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
- Handled over large volume incoming telephone calls, emails and chat requests.
- Stayed current on changing products, services and policies to offer exceptional service to customers.
- Proficient in CIV, Hogan and Virtual Library.
- Take all escalated calls from customers to leave them with a good since of comfortability with the company.
Customer Service Representative
RENEWABLE FUNDING
04.2015 - 05.2015
- Take in application from the contractor or property owner
- Run credit
- Verify mortgage history
- Underwriting
- Determine loan to value (CLTV)
- Went over terms and monthly payments with property owner
- Set up client appointments
- Assisted customers with a warm and professional attitude
- Answered general questions
- Answered constant flow of customer calls with minimal wait times.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Investigated and resolved accounting, service and delivery concerns.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Manager
LOS PANCHOS RESTAURANT
10.2012 - 04.2015
- Customer Service for the handling of any elevated customer conflicts
- Catering for large parties including Oakland Raiders team practice
- Manage operations to ensure business is conducted in a efficient way
- Assisted at the counter, food preparation and catered parties
- Keep track of employees work/lunch scheduling
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Developed and maintained relationships with customers and suppliers through account development.
- Controlled costs to keep business operating within budget and increase profits.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Customer Services Representative
FIDELITY NATIONAL HOME WARRANTY
10.2011 - 10.2012
- Handle customer calls, emails and inquires completely and accurately into BUGS database
- Identify and handle elevated customer calls and inquiries completely and accurately
- Act as the liaison between our outside Sales Department and our customers, ensure customer retention and renewals
- Use customer service skills to optimize the opportunity for each customer contact
- Assist with dispatching "rush" service calls for customers with immediate need of service
- Assist in training new hires into the service department
- Ensure that staff is trained and continually coached and developed regarding quality of service calls, policies and procedures necessary in the department
- Provide stat reports for monthly and annual meeting review
- Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
- Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product.
- Discussed financial options with clients and provided informed suggestions.
- Built and deepened productive relationships with prospective and competitive customers to drive sustained growth.
- Worked with clients to develop financial planning strategies and solutions through evaluation of finances.
- Liaised with customers and funding sources to identify and remove roadblocks to business funding.
Education
No Degree - Medical Terminology
Pittsburg Ca
Pittsburg Ca06.2011
High School Diploma -
Clayton Leyte/ Antioch High
Concord/ Antioch Ca06.1978
Skills
- Underwriting
- Restaurant Management
- Outside Sales
- Statistics
- Communication skills
- Certifications and Licenses
- Top specialist 3 months in a row
- Phone Inquiries
- Wire Transfer
- Password Management
- Navigation Tools
- Online Systems
- Information Updates
- Mobile Banking
- Accounts Payable and Accounts Receivable
- Call Volume Analysis
- Banking Support
- Proficiency in Microsoft Office
- Clerical Support
- Collaborative Environments
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Wells Fargo Phone Banker II/Premier Banker
WELLS FARGO BANK
07.2015 - Current
Customer Service Representative
RENEWABLE FUNDING
04.2015 - 05.2015
Manager
LOS PANCHOS RESTAURANT
10.2012 - 04.2015
Customer Services Representative
FIDELITY NATIONAL HOME WARRANTY
10.2011 - 10.2012
No Degree - Medical Terminology
Pittsburg Ca
High School Diploma -
Clayton Leyte/ Antioch High
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