Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Yulay Encarnacion

Reading,PA

Summary

Determined banking professional with solid background in banking and finance. Effective at building positive relationships with clients, achieving sales goals, and providing excellent customer service. Strong communication and interpersonal skills committed to making customers understand financial needs, goals and options.

Overview

12
12
years of professional experience

Work History

Account Specialist

Discover
02.2024 - Current
  • Assists over 100+ customers per day by energetically engaging in a fast-paced, back-to-back call environment via phone, online or chat
  • Provide empathy to customer inquiries about reward redemptions, customer information updates, card activations, making payments, processing lost or stolen cards, statement and APR inquires, and processes credit line increase and decrease request.
  • Deliver the Discover Financial brand by providing industry-leading care and innovative solutions

Senior Relationship Banker

Santander Bank
06.2022 - 08.2023
  • Provided exceptional customer experience by delivering customer-first attitude
  • Learned products, services, and procedures quickly and accurately and delivered solutions.
  • Managed assigned customers and proactively met with them, both in person and over the phone, to build lasting relationships, discover financial needs, and tailored products and service recommendations
  • Analyzed customers' financial information to deliver personalized account guidance.
  • Influenced, educated, and connected customer to technology.
  • Worked in partnership with Specialists (Financial Advisors, and Rocket Mortgage) to connect customers to experts who can help them with specialized financial needs


Customer Support Supervisor

Santander Bank
05.2019 - 06.2022
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer calls and emails to answer questions about products and services.
  • Multitasked to handle diverse customer needs in high-volume call setting, prioritizing tasks to keep up with challenging deadlines.
  • Provided primary customer support to internal and external customers.

Automated Logistical Specialist

United States Military
05.2013 - 04.2022
  • Supervised personnel in supply, services, materials management and logistical operations.
  • Unloaded incoming supplies, equipment and materials and stored items proper areas of warehouse.
  • Organized material distribution and transportation logistics in accordance with executive direction.
  • Created and maintained records, which included stock lists, inventory and material counts.

Business Customer Service Representative

Santander Bank
08.2017 - 05.2019
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Responded proactively and positively to rapid change.

Customer Service Representative

Santander Bank
08.2015 - 08.2017
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional customer service.
  • Responded to customer requests for products, services, and company information.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Assisted customer with credit card applications, provided leads on personal loans to sales teams.


Education

Associate of Science - Accounting

Reading Area Community College

Skills

  • Microsoft Office, Excel, and GCSS Army
  • Relationship building and management
  • Self-Motivated
  • Decision-Making
  • Problem Solving

Languages

Spanish
Native or Bilingual

Timeline

Account Specialist

Discover
02.2024 - Current

Senior Relationship Banker

Santander Bank
06.2022 - 08.2023

Customer Support Supervisor

Santander Bank
05.2019 - 06.2022

Business Customer Service Representative

Santander Bank
08.2017 - 05.2019

Customer Service Representative

Santander Bank
08.2015 - 08.2017

Automated Logistical Specialist

United States Military
05.2013 - 04.2022

Associate of Science - Accounting

Reading Area Community College
Yulay Encarnacion