DIANA JIMENEZ
Pico Rivera
Summary
Skilled to identifying customer needs and delivering effective solutions to all problems. Excellent time management skills combined with a superior knowledge of the customer service industry. Bilingual, hardworking, and ready to join my next team.
Overview
14
14
years of professional experience
Work History
Client Service Representative
Bank of America
07.2024 - Current
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
- Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Assisted clients with navigating online platforms and tools, enhancing their overall experience with the company''s resources.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Inside Commercial Representative
Waste Management Call Center
01.2021 - 06.2024
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Recommended products to customers, thoroughly explaining details
- Responded to customer requests for products, services and company information
- Answered constant flow of customer calls with minimal wait times
- Leveraged sales expertise to promote products and capitalized on upsell opportunities
- Prepared and processed service forms to start and stop utility services
- Answered average of 80 calls daily, emails, addressing customer inquiries, solving problems and providing product information
Lead Operations Specialist
J.P. Morgan Chase N.A
05.2011 - 12.2020
- Works with the branch manager to set the tone of the branch environment to provide an exceptional customer experience and support with all aspects of branch operations, including loss control, compliance and audit standards
- Process and assist customers with transactions
- Introduce customers to branch team who will build relationships and assist with specialized financial needs and make customers' lives easier by sharing and setting up self-service options to access their accounts 24 hours a day/7 days a week
- In the absence of the Branch Manager or designated banker, given responsibility to communicate branch priorities throughout the day and assist with scheduling as necessary
- Detail-oriented, organized and ability to multi-task with an ability to follow policies, procedures, and regulatory banking requirements
- Executed wire transfers, stop payments and account transfers
- Answered telephone inquiries on banking products including checking, savings, loans and lines of credit
- Leadership abilities and works well in a team environment
Education
High School Diploma -
El Rancho High School
Pico Rivera, CA01.2009
Skills
- Verbal and Written Communication
- Courteous with Strong Service Mindset
- Team-Oriented and Cooperative
- Understanding Customer Needs
- Microsoft Office
- Building Customer Trust and Loyalty
- Issue and Complaint Resolution
- Efficient and Detail-Oriented
- Strong Analytical and Problem Solving Skills
- Fluent in Spanish
Timeline
Client Service Representative
Bank of America
07.2024 - Current
Inside Commercial Representative
Waste Management Call Center
01.2021 - 06.2024
Lead Operations Specialist
J.P. Morgan Chase N.A
05.2011 - 12.2020
High School Diploma -
El Rancho High School
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