Client Services & Banking Support Professional

Nelida Rivera

** ****** *****, **********. *********** 06610 • 475-***-**** • *********@*****.***

Enthusiastic individual with superior skills, working in both team-based and independent capacities. I bring a strong work ethic and excellent organizational skills to any setting. I am excited to begin a new challenge and very eager to learn.

Experience

JULY 2024- CURRENT

Retail/Banker Contact Center Representative- M&T Bank- Bridgeport, Connecticut

•Assist clients with their inquiries for reviewing account balances, account transaction history and provide assistance with closing accounts per request.

•Assist with ordering checks, debit cards, bank statements and file disputes.

•Provide digital demos to customers to show them how to enroll into mobile banking, online banking, set up two-way alerts on their phones and assistance with resetting passwords and/or unlocking accounts.

•Identify and/or address customer needs by using appropriate needs identification methods, providing information, or completing a service transaction in response to incoming questions regarding Bank products and/or services. Identify opportunities to suggest alternative Bank products or services to better suit the needs of customers while contributing to customer retention and expanding their overall relationship with the Bank.

•Research customer complaints or problems related to their accounts or Bank services and resolve them in a timely and accurate manner; escalate complex problems as appropriate to ensure their resolution.

•Provide feedback to management regarding customer service trends and interactions.

AUG 2022 - DEC 2023

Client Service Representative – Webster Bank - Bridgeport, Connecticut

• Assist clients with their inquiries for reviewing account balances, account transaction history and provide assistance with closing accounts per request.

• Assist with ordering checks, debit cards and bank statements.

• Enroll clients into Online Banking and assist with resetting passwords and/or unlocking accounts.

• Supply interest rates and annual percentage yield to both new and existing clients per request based on account type inquiries.

• Provide feedback to management regarding customer service trends and interactions.

JAN 2022 - AUG 2022

Retail Banking Clerk - Robert Half Staffing Agency - Bridgeport, Connecticut

• Worked temporarily in the Claims Adjustment Department and processed claims and returns on time.

• Process daily mail and distribute it to the proper head departments as needed.

• Generated letters to clients and prepared for mailing out as needed.

SEP 2021 - NOV 2021

Contact Center Agent- Stamford Medical Group - Stamford, Connecticut

• Take inbound calls from patients, physicians, employees, and other callers about appointments, referrals, and services.

• Utilize physician protocols to schedule appointments.

• Complete call processing in an efficient manner, and display courtesy, empathy, respect, and overall excellent customer service

APR 2021 - SEP 2021

Data Entry operator 1- Remote General Dynamics Information Technology- Bridgeport, Connecticut

• Taking inbound calls for registration intake to assist callers in applying for COVID-19 Funeral Assistance.

• Reviewed supporting documents with applicants and provided status updates.

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OCT 2020 – FEB 2021

Call Center Representative - Faneuil Inc. - Bridgeport, Connecticut

• Receive inbound calls to assist customers with applying for health insurance.

• Assist customers with online account issues such as resetting passwords.

• Provide details on benefits, documents needed, and status updates.

JUNE 2004 - FEB 2019

Teller Supervisor- Laurel Road Bank- Southport, Connecticut

• Process a variety of account transactions for customers, such as deposits and withdrawals, including issuing back checks, ordering checks, order debit cards and setting up a pin number and stop payment orders.

• Supplied training for new teller staff.

• Supply coin and currency to tellers for their cash drawers.

• Assisted with administrative tasks, including filing, phone calls, and ordering office supplies.

• Balance cash deposits and vault inventory with zero error rates

• Perform monthly branch audits to ensure accuracy of incoming and outgoing branch shipments.

Skills

• Knowledge of various office equipment

• Microsoft applications

• Exceptional customer service

• Bilingual in English and Spanish

• Administrative support

Education

KAPLAN UNIVERSITY- GRADUATED IN NOV 2009 – AUG 2013 - ONLINE PROGRAM (DAVENPORT, IOWA)- EARNED AN ASSOCIATE DEGREE OF APPLIED SCIENCE: MEDICAL OFFICE MANAGEMENT

BULLARD-HAVENS TECHNICAL HIGH SCHOOL – GRADUATED IN JUNE 1987 (BRIDGEPORT, CT)

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