Wanda Ruiz

203-***-**** ad2cty@r.postjobfree.com Bridgeport, CT 06605

SUMMARY

Personable and dedicated Customer Service Representative with extensive experience in banking industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

SKILLS

Product Knowledge

Complaint Resolution

Inbound and Outbound Calling

Data Collection

Call Management

Product Promotion

Problem Resolution

Active Listening

Senior Leadership Support

Typing Proficiency

Appointment Scheduling

Paperwork Processing

Scheduling

Information Security

Consultative Sales

Data Entry

Staff Training

Prioritization

Positive and Professional

Service Upselling

Multi-Task Management

Problem-Solving Abilities

Retail Sales Customer Service

Sales Expertise

Conflict Resolution

Adaptive Team Player

Call Center Operations

Customer Service

Critical Thinking

High-Energy Attitude

Team Development

Customer Relations

Promotional Support

EXPERIENCE

Contact Center Service Specialist (Safe Act), M&T Bank, May 2021-Current Bridgeport, CT

Provide operational, policy, procedural and product support to less experienced personnel via phone to support their handling of callers, resolve the issue and assist the staff. Assist in development and identification of improvement opportunities for Representatives to enhance their development. Serve as back-up to the Supervisor as needed. Provide coaching and guidance to less experienced personnel on using policy and procedure manual. Respond to first tier customer escalated calls transferred from the servicing team and ensure completion of related follow-up tasks.

Exceed customer expectations by successfully establishing customer rapport, setting appropriate expectations, asking probing questions and delivering on all commitments in a team-based environment. Resolve customer problems and follow issue through to completion to support customer satisfaction. Engage appropriate back office support to assist with resolution or gain clarification on the customer concern. Leverage the management escalation process to respond to customers requiring further assistance. Respond to a variety of incoming customer telephone calls in a call center environment. Cross-sell Bank products and services to incoming customer service callers to meet their needs and expand their overall relationship with M&T Bank. Identify opportunities to suggest alternative Bank products or services to customers that better suit their needs to contribute to customer retention. Sales, Bob's Discount Furniture, January 2013-Current Orange, CT

Greet and engage with customers, uncovering their home furnishing needs and helping them make their design vision become a reality

Provide world class customer service and offer customers an unforgettable shopping experience

Build rapport with clients, earning their business through the ability to demonstrate exceptional product knowledge, strong interpersonal skills, and excellent listening skills Develop and maintain a customer base through networking and client follow up to ensure customer satisfaction before and after the sale

Generate sales through a low pressure consultative approach Cross-selling products such as Bob's Credit Card, Protection Plans Handle monetary transactions when needed.

AVP Branch Manager, Valley National Bank, May 2008-December 2012 West New York, NJ

Delivered and sold a full range of branch banking services to individuals, businesses and municipalities

Coordinated sales and service activities with various departments Developed and achieved branch plans and goals which included but not limited to deposits, loan originations, fees, sales of investments, trust services Attended monthly management meetings, participated in local community activities Overseen branch operations and prepared for bank audits Grew branch deposit size by $30 million

Managed a staff of 15.

Teller/CSR/Assistant Manager, Summit Bank/Fleet Bank, August 2003-April 2008 Rutherford, NJ

Process standard teller transactions for customers including servicing client accounts, accepting loan payments, managing safe deposit box payments, cashing checks, balancing cash drawers, handling night deposits, correcting discrepancies Balance ATM's, process 25+ customer transactions per hour with extreme attention to detail Worked with and advised customers in opening accounts Collect customer information and input into data systems ensuring confidentiality at all times Assist customers with different loans such as personal, auto, home equity, mortgages Etc

Meet with new bank customers to explain all the services and features the bank offered Place phone calls to current bank customers regarding account changes Handled day to day operations such as overdrafts, cash counts, audits, fraud prevention, loan closings, investment referrals.

EDUCATION AND TRAINING

BA Business Administration

Saint Peter's College, Jersey City NJ May 2003

Exceptional customer service skills in all departments Experienced in cash handling, balancing drawers and inventory management Organized and thorough in all paperwork and data entry Exceptional customer service, organized, reliable, excellent communication skills LANGUAGES

Bilingual in Spanish

ACCOMPLISHMENTS

Achieve month to month goals

Exceed yearly reviews on performances

Leadership Role

Achieve quality control banking expectations month to month LANGUAGES

Spanish:

Professional

REFERENCES

References available upon request.

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