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
Remote
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
12 Parkside Rd Shillington PA 19607
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
450 Penn ST Reading Pa 19602
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
450 Penn ST Reading Pa 19602
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
450 Penn St Reading, PA 19602
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