Keyla Marie Gonzalez
Financial / Banker, Customer Service
Waynesville,GA
Summary
Dynamic and bilingual Customer Service Representative with over 20 years of experience in managing high-volume incoming calls, resolving customer issues, inputting orders, and processing shipments. Native Spanish speaker fluent in English, committed to delivering exceptional customer satisfaction in fast-paced environments. Expertise in oral and written communication, active listening, and analytical problem-solving enhances the ability to understand customer needs and provide tailored solutions. Proven track record of fostering loyalty through service-oriented behaviors that prioritize the customer experience.
Overview
26
26
years of professional experience
1
1
Certification
2
2
Languages
Work History
Office Manager and Client Service Specialist
Inspection Depot / AmeriPro
09.2024 - Current
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Managing more than 90 call's or more with the inclusion of emails and chats.
Customer Service Representative
PaperlessPay Corporation
03.2021 - 08.2023
- Outbound Calls
- Live chat with customers in a total of 150 chats or more
- Problem solving
- Unlocking and Providing Initial Customers to set up accounts
- Email responses with Resolution
- Marketing
- Educate customer on services and products
- Provide with company services and products to a prosper or new customer
- Resolve issues in a timely manner
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Personal Banker I
BBVA Bank
04.2019 - 03.2021
- Recommending and explaining banking services and products to clients based on their needs.
- Managing client bank accounts, including opening and closing accounts, and overseeing transactions.
- Pursue leads and potential customers to expand services and products offered.
- Refer clients to financial specialists in the event of specialized needs.
- Resolve issues regarding customer accounts.
- Meets monthly new account production goals as assigned by upper management.
- Receives cash and checks for deposit, verifies amounts, and looks for check endorsements.
- Examines cash carefully to guard against acceptance of counterfeit checks and identification.
- Sells and prepares money orders, cashier’s checks, bank-to-bank wires, savings bonds, and certificates of deposit.
- Performs other tasks as requested by supervisors as they relate to the bank and its functions.
- Provides bank services to a diverse customer base.
- Cross-sold bank products and services to meet customer needs and provide options.
- Collaborated with branch team members to achieve monthly sales targets and improve overall performance.
- Managed approximately 25 incoming calls, emails and faxes per day from customers.'
Retail Banker
Axiom Bank
12.2017 - 04.2019
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
- Balancing accounts, cash drawer and Vault
- Adding and removing monetary instrument from ATM
- Account openings and closing
- Shipping and Receiving of cash
- Monthly branch audit
- Updating customers accounts with legal documents and disclosures
- Assisting bilingual clients
- Image capture all monetary items and balancing
- Increased customer satisfaction by providing personalized banking solutions and exceptional customer service.
- Boosted referral rates by actively promoting bank products during routine interactions with customers.
- Contributed to a positive work environment by actively participating in team meetings and offering constructive feedback when appropriate.
- Welcomed customers warmly to meet banking service and transactional needs with seamless execution.
CSR / Teller
UBI Federal Credit Union
05.2016 - 09.2016
- Opening and Closing of diverse types of monetary accounts
- Assist to inbound and outbound calls
- Handling all types of monetary instruments
- Creating ATM cards for customers
- Balancing Cash Drawer and checks
- Scanning checks, creating batches and cash letter
- Assisting and translating to bilingual customers
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Streamlined communication between departments, ensuring timely resolution of customer concerns.
- Managed call volumes 25 plus, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
Supervisor
Master Custodial
10.2012 - 10.2014
- Inspection of various buildings
- Weekly meeting with superiors
- Submitting weekly supply orders
- Supplying employees with proper equipment
- Assuring all buildings are properly cleaned
- Report to my superiors with any issues
- Distribution of employees paychecks weekly
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Maintained high safety standards to ensure secure workplace for all employees and visitors.
Research & Adjustments Processor - Dept. Lead
Fiserv Solutions
05.2008 - 11.2011
- Research cash letters analyze balance sheets, differences & process check returns for over 150 financial institutions including transit and in-clearing work.
- Process Federal Reserve adjustments & clearing house adjustments (debits & credits), online & manually.
- Provide one on one customer service to banks & act as liaison between Federal Reserve Bank & customers.
- Research discrepancies in balances, shortage & overages.
- Same day settlements & wires.
- Research financial transactions, supply findings & prepare spreadsheets for analysis.
- Report monthly client billing to the accounting department.
- Work with account executives to resolve customer issues.
- Daily re-deposit of NCI (Nonconforming Image) on paper check to Federal Reserve.
- Daily filing of research reports.
- Re-deposit of any drop or rejected items.
- Weekly attendance of several departments.
- Encoding.
- Subpoenas.
- Creating new cases.
- Daily retrieval of images & e-mail to clients.
- Receive & verify bank shipments.
- Trained & assisted in the following departments as needed: Returns, Bulk File, Lockbox, & Statement/Rendering.
Teller/Customer Service
Castle Bank & Trust Co
06.2006 - 05.2008
- Daily deposits & withdrawals.
- Handling monetary instruments.
- Adhere to policies & procedures to ensure a timely resolution to customers.
- Opening accounts & providing customers with bank policies & procedures and assisting with any customer information requests.
- Provide translation for Spanish speaking customers.
- Answer phones (20) & provide quality customer service.
- Loan Dept.: Responsible for filing all loan correspondence, reviewing & verifying current customer information, contacting insurance companies & requesting property insurance renewals, responsible for producing information request letters to customers.
- Operations Dept.:
- Documentation of purchased checks & money orders,
- Daily account reconciliation ,
- Escheat unclaimed property,
- Production of letters for dormant accounts, document incoming & outgoing wires,
- Retention of daily branch work,
- Tracking & solving suspicious account activity,
- Federal Reserve check adjustments, release of outgoing & incoming wires
- Providing daily reports and monthly reports to Connecticut Housing Authority & Connecticut. Bar Foundation,
- Verify & process all bank executions, tax levies & garnishments.
- Streamlined operations and prioritized tasks, allowing senior staff to increase revenue by 25%
- Processed customer transactions promptly, minimizing wait times.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
Customer Service Representative - Member Services
Community Health Network
10.2003 - 09.2004
- Receive members' incoming calls.
- Verification of member information.
- Providing information & Resolution of member issues in a timely manner.
- Scheduling member transportation for medical appointments.
- Documentation of member issues & resolutions.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Improved resolution time with effective problem-solving for customer complaints.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Educated customers about billing, payment processing and support policies and procedures.
Operations Specialist III
Fleet Bank
06.2002 - 06.2003
- Filing of legal commercial loans.
- Providing all legal files & barcodes to keep track of all incoming & outgoing files.
- Scanning all incoming & outgoing files including downloading special software to track all files.
- Input of legal documents to correct files.
- Providing legal officers and lawyers with legal documents and/or files.
- Inventory of all files kept in the Central Loan Documentation Center.
- Continuously sought opportunities for professional development in order to remain knowledgeable about industry best practices.
- Boosted overall customer satisfaction, resolving complaints and inquiries in timely and empathetic manner.
- Generated reports detailing findings and recommendations.
- Gathered, organized and input information into digital database.
Assistant Manager
Henny Penny Convenience Store
05.1999 - 06.2002
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Education
General Studies - General Studies
Francis T. Maloney High School
Meriden, CT12.2000
Forensic Accounting - Criminology And Accounting
Post University
Waterbury, CTSkills
- Relationship-building skills
- Proficient in building rapport and understanding
- Customer relationship management in banking
- Document reproduction
- written communication
- Experience with fax technology
- Document scanner
- Financial account reconciliation
- Financial statement reconciliation
- Experienced with diverse program tools
- Deadline-oriented productivity
- Ledger account reconciliation
- Effective verbal communication
- Secure access protocols
- Proficient in teamwork dynamics
- Presentation design
- Language translation
- Proficient in machine encoding
- Experienced with essential calculators
- Excel spreadsheet management
- Real-time chat support
- Advanced communication in English and Spanish
- Experience in banking sales operations
- Skilled in formatting and editing with Microsoft Word
- Ledger balancing expertise
- Florida notary services provider
- Efficient knowledge acquisition
- Customer service
- Office management
- Organizational skills
- Employee supervision
- Operations management
- Customer relations
- Document management
- Credit and collections
- Attention to detail
- Scheduling coordination
- Multitasking Abilities
- Adaptability
- Self motivation
- Written communication
Certification
Certified Notary Public
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Timeline
Office Manager and Client Service Specialist
Inspection Depot / AmeriPro
09.2024 - Current
Customer Service Representative
PaperlessPay Corporation
03.2021 - 08.2023
Personal Banker I
BBVA Bank
04.2019 - 03.2021
Retail Banker
Axiom Bank
12.2017 - 04.2019
CSR / Teller
UBI Federal Credit Union
05.2016 - 09.2016
Supervisor
Master Custodial
10.2012 - 10.2014
Research & Adjustments Processor - Dept. Lead
Fiserv Solutions
05.2008 - 11.2011
Teller/Customer Service
Castle Bank & Trust Co
06.2006 - 05.2008
Customer Service Representative - Member Services
Community Health Network
10.2003 - 09.2004
Operations Specialist III
Fleet Bank
06.2002 - 06.2003
Assistant Manager
Henny Penny Convenience Store
05.1999 - 06.2002
Forensic Accounting - Criminology And Accounting
Post University
General Studies - General Studies
Francis T. Maloney High School
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