Itzel Pena
Park Rapids,MN
Summary
Dynamic and detail-oriented professional with extensive experience at Northwoods Bank of Minnesota, excelling in customer relationship development and money handling. Proven track record of enhancing service quality and fostering client loyalty through exceptional customer service and effective problem-solving skills. Bilingual in Spanish, committed to delivering a positive customer experience.
Overview
11
11
years of professional experience
Work History
Traveling Bank Teller
Northwoods Bank of Minnesota
Park Rapids, MN
09.2024 - Current
- Processed customer transactions accurately and efficiently to enhance overall service quality.
- Assisted clients with account inquiries, ensuring clear communication and prompt resolution of issues.
- Managed cash drawer, maintaining accurate records and balancing funds at end of shifts.
- Educated customers on banking products, providing tailored recommendations to meet individual needs.
- Conducted routine audits of cash handling procedures to ensure compliance with bank policies.
- Resolved customer complaints effectively, fostering positive relationships and retention rates.
- Trained new staff on operational procedures and best practices for exceptional customer service.
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Processed customer transactions promptly, minimizing wait times.
- Resolved customer issues promptly, fostering positive relationships between the bank and its clients.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Counted and packaged currency and coins.
- Provided exceptional customer service, resulting in increased client retention and loyalty.
- Reconciled cash drawer and resolved discrepancies.
- Educated customers on use of banking website and mobile apps.
- Provided customer records, account statements and copies of checks.
- Identified fraudulent activities by diligently monitoring transactions and reporting suspicious activity to management.
- Contributed to a welcoming branch environment by maintaining a clean and organized workspace for both staff members and customers alike.
- Logged cashier's checks and other transactions to maintain accurate account records.
- Turned in excess cash to maintain drawer security.
- Audited fellow teller currency to contribute to dual-control procedures.
- Increased efficiency within the teller line by sharing best practices among colleagues, leading to shorter wait times for customers.
- Processed loan payments accurately, contributing to the overall efficiency of branch operations.
- Removed mutilated currency from circulation.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Monitored and reported suspicious activity in line with bank security policies.
- Assisted customers with banking needs and inquiries.
- Counted, verified and handled bank deposits and armored car transactions.
- Referred customers to other banking departments for specialized services.
- Trained new hires on customer service policies and procedures.
Shipping and Receiving Clerk
Thompson Hardwoods
Hazlehurst, GA
12.2020 - 02.2022
- Coordinated inbound and outbound shipments, ensuring timely processing and accuracy of deliveries.
- Implemented efficient packaging processes, reducing material waste and improving shipping times.
- Assisted in training new staff on shipping procedures, safety protocols, and system usage.
- Monitored quality control during receiving process, verifying product specifications against purchase orders.
- Collaborated with logistics team to optimize routing for cost-effective delivery solutions.
- Received incoming shipments, compared contents against associated records and transmitted to proper department.
- Processed invoices and order forms for goods received and shipped for proof of transactions.
- Inspected merchandise and sent damaged pieces for repair before shipment.
- Completed basic mathematical calculations to check weights and dimensions of shipments.
- Maintained accurate inventory levels through regular cycle counts and updating the warehouse management system accordingly.
- Monitored scheduled shipment dates to achieve timely delivery, expediting as necessary, and communicating variances to customers.
- Expedited delivery times by collaborating closely with carriers to schedule timely pickups and drop-offs for shipments.
- Facilitated smooth communication between logistics partners, warehouses, and customers regarding shipment updates or delays for a seamless experience.
- Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
- Communicated with vendors and suppliers to verify timely delivery of goods.
- Received shipments, verifying contents against purchase orders to ensure accuracy and completeness.
- Verified orders by comparing names and quantity of items packaged with shipping documents.
- Worked effectively with shippers to resolve shipment issues, damaged materials and shortages.
- Maintained up-to-date price lists to accurately calculate shipping, shortage and demurrage costs.
Customer Service Representative
Yess Home Center
Baxley, GA
06.2020 - 12.2020
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Educated customers about product features, benefits, and usage to enhance satisfaction.
- Managed customer complaints with empathy, ensuring timely resolution and retention.
- Collaborated with team members to streamline processes and improve service delivery.
- Resolved customer inquiries in English and Spanish, ensuring clear communication and satisfaction.
- Provided support for billing issues, guiding customers through payment processes efficiently.
- Assisted in training new hires on customer service protocols and bilingual communication techniques.
- Handled high-volume calls while maintaining accuracy in data entry and issue resolution.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Consistently maintained a professional demeanor under pressure during high-call volume periods or challenging customer interactions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Delivered prompt service to prioritize customer needs.
Front Desk Receptionist
Arising Industries, Inc
Hazlehurst, GA
03.2015 - 08.2017
- Managed front desk operations, ensuring efficient guest check-in and check-out processes.
- Answered multi-line phone system, directing calls to appropriate departments promptly.
- Coordinated appointment scheduling for clients, optimizing staff availability and resource allocation.
- Assisted in maintaining cleanliness and organization of reception area, enhancing visitor experience.
- Enhanced customer engagement through personalized service and product recommendations.
- Processed transactions efficiently using point-of-sale systems, ensuring accuracy and speed.
- Maintained inventory levels through regular stock checks and restocking procedures.
- Trained new staff on store policies, customer service standards, and operational procedures.
Education
High School Diploma -
Jeff Davis High School
Hazlehurst, GA05-2012
Skills
- Professionalism and courtesy
- Money handling
- Listening and comprehension
- Data entry efficiency
- Phone etiquette
- Strong work ethic
- Excellent time management skills
- Exceptional customer service
- Friendly
- Cheerful
- Spanish speaking
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Traveling Bank Teller
Northwoods Bank of Minnesota
09.2024 - Current
Shipping and Receiving Clerk
Thompson Hardwoods
12.2020 - 02.2022
Customer Service Representative
Yess Home Center
06.2020 - 12.2020
Front Desk Receptionist
Arising Industries, Inc
03.2015 - 08.2017
High School Diploma -
Jeff Davis High School