Customer Service Quality Assurance

ROBERTA ARREDONDO

Las Vegas, NV ***** C: 909-***-**** ********@*******.***

Summary

SUMMARY

I'm a self-motivated professional individual with 26years of retail banking experience. I'm Detail- oriented individual who exemplifies professionalism and an ability to manage multiple projects at any given moment. I have demonstrated history of success as an individual, team, and as a leader in operations and new accounts relationship while providing high-quality and effective customer service. Exemplary leadership qualities and the ability to work with people from varying backgrounds, while implementing team values. I'm familiar with banking policies and procedures as well as banking products and services. I have In-depth knowledge of financial banking, accounting, risk management and loss prevention methods. Extensive knowledge of retail service, payment transactions and cash handling. Possess strong customer service, communication and organizational skills.

Enthusiastic individual with superior skills in working in both team-based and independent capacities. Bringing strong work ethic and excellent organizational skills to any setting. Excited to begin new challenge with successful team.

Skills

●Client relations and retention

●Conflict resolution techniques

●Talent development

●Training and coaching

●Skilled multi-tasker

●Deadline-oriented

●Process improvements

●Focused on customer satisfaction

●Research ability

●Schedule coordination

●Expertise in sales

●Proficient in multiple software applications

●Quality assurance controls

Experience

04/2021 to Current

Branch Service Manager

Nevada State Bank – Rainbow and Twain and Jones

Co-manage the branch along aside the Branch Manager to review the strategic goals of the branch (Portfolio/Risk

Management/Operational Audits, Internal/External Customer Service, Branch Financial/Sales Performance).

Coaching to the Tellers Observations and given coaching opportunity to both teller and banker

Interview, select, hire, train, advance, and terminate Client Service Associates (CSA) and Client Service Associate

Lead (CSA Lead). Resolve more complex client issues, complaints, and questions. Use risk management, discretion and independent judgement regularly to evaluate the best course of action/conduct in making decisions for the

Branch, employees, and/or customers. Ensure the branch is operationally sound – oversee that all operational audits and certifications are completed on a daily, monthly, quarterly, and/or annual-base.

I also went on a ride along with quality assurance team Moira Moore, behalf of management continue to process cash transaction and perform a branch audit.

Customer service duties within the branch needed, and use discretion and authorization to determine when to perform additional roles.

12/2017 to 03/2021

Customer Service Manager

Bbva Compass Bancshares Inc. Grand Terrace, CA

●Organized and managed sales center hiring, training and employee scheduling to maximize productivity.

●Communicated sales targets and worked with front-line supervisors to enhance revenue numbers and promotional techniques.

●Trained new hires on relationship building, benefit-oriented sales presentations, sales processes and protocol, product knowledge, customer needs analysis and overcoming objections.

●Created training manuals targeted at resolving simple and difficult customer issues.

●Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.

10/2015 to 08/2017

Administration Officer

AAA auto club Rancho Cucamonga, CA

●Supported compliant and accurate accounting information by tracking expenses such as travel, supplies and service charges.

●Established and enforced successful operational policies to strengthen team productivity while empowering individual staff to independently handle job tasks.

●Defined and documented office procedures, using updated SOPs to provide thorough and comprehensive training for all administrative support staff.

05/2009 to 09/2015

Assistant Manager

Citigroup Fontana, CA

●Enforced company policies and procedures to strengthen operational standards across departments.

●Supported sales management initiatives to optimize business development.

●Cultivated customer loyalty by training team members in industry-leading service standards.

●Reviewed sales reports to enhance sales performance and improve inventory management accuracy.

●Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.

10/1995 to 03/2009

Branch Manager

Bank of America Norco, CA

●Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.

●Boosted customer base, acquiring new customers and identifying needs to deliver relevant products.

●Maximized branch revenue by optimizing daily operations.

●Analyzed applicants' financial status, credit and property evaluation to determine feasibility of granting loans.

●Developed annual branch business plan for maximum profitability and effectiveness.

●Produced sales by executing complete sales cycle process from prospecting through contract negotiations and close.

●Coordinated special update and conversion projects and monitored key performance metrics.

●Developed and maintained client rapport to meet financial service needs and drive branch loyalty.

●Increased efficiency and drove branch revenue by optimizing daily operations.

●Managed largest branch in achieving high customer satisfaction rates

Education

●Paralegal Studies

●Platt College - Riverside Riverside, CA

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