Zoraida Villaescusa
Somerton,AZ
Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles. Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Overview
19
19
years of professional experience
Work History
Customer Experience Manager
Chapman Automotive
02.2022 - Current
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Established performance and service goals and held associates accountable for individual performance.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Developed new employees and on-going performance assessment of current employees.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Personal Banker
Wells Fargo Bank, N.A.
03.2018 - 01.2022
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Followed up with customers to gather feedback and provide additional assistance.
- Interviewed customers to obtain information needed for opening new accounts or renting safe-deposit boxes.
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
Finance Manager
Fisher Chrysler Dodge Jeep Inc.
01.2015 - 03.2018
- Reviewed documentation and identified financial discrepancies where applicable.
- Processed invoices and contacted appropriate parties for timely payment receipt.
- Completed filings and upheld strict compliance with regulatory agencies and supervisors.
Sevice Manager II
Wells Fargo Bank, N.A.
11.2008 - 01.2015
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Assistant Manager
Jack In The Box
01.2005 - 11.2008
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
Education
No Degree -
Arizona Western College
Yuma, AZSkills
- Operational Efficiency
- Call Control
- Budgeting and Expenditures
- Lead Identification and Generation
- Client Base Retention
- Team Recruiting and Onboarding
- Procedure Writing
- Client Correspondence
- Conflict Resolution Techniques
- Constructive Feedback
- Client Interactions
- Program Improvements
- Customer Experience Improvement
Languages
Spanish
Native or Bilingual
Timeline
Customer Experience Manager
Chapman Automotive
02.2022 - Current
Personal Banker
Wells Fargo Bank, N.A.
03.2018 - 01.2022
Finance Manager
Fisher Chrysler Dodge Jeep Inc.
01.2015 - 03.2018
Sevice Manager II
Wells Fargo Bank, N.A.
11.2008 - 01.2015
Assistant Manager
Jack In The Box
01.2005 - 11.2008
No Degree -
Arizona Western College
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