Melissa Castro
Santa Clara
Summary
Proven Customer Service Representative at Home Depot, adept in handling high-stress situations with professionalism, leading to increased customer loyalty. Excelled in resolving escalated calls, showcasing strong active listening and critical thinking skills. Demonstrated expertise in customer service and computer literacy, significantly enhancing customer satisfaction and repeat business.
Knowledgeable Universal Banker equipped to handle fast-paced banking work. Serves customers with expertise in business and personal banking. Highly proficient in handling teller work, setting up accounts and selling bank products.
Overview
18
18
years of professional experience
Work History
Universal Banker
Citibank
Santa Clara
04.2025 - Current
- Opened new accounts for customers, including checking accounts, savings accounts and certificates of deposit.
- Researched account discrepancies or errors identified during audits or reviews.
- Maintained records of customer interactions and transactions in accordance with bank policies.
- Explained banking products and services such as checking accounts, savings accounts, loans and credit cards to potential customers.
- Advised customers on how to use mobile banking applications effectively.
- Processed deposits, withdrawals, loan payments and other financial transactions.
- Balanced currency, coin and checks in cash drawers at ends of shifts and calculated daily transactions using computers or calculators.
- Verified customer identity through driver's license or other forms of identification.
- Assisted customers with online banking setup and troubleshooting issues.
Customer Service Representative
Home Depot
Santa Clara
01.2007 - 02.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Provided exceptional customer service to ensure customer satisfaction.
- Answered customer inquiries via phone, email, and chat.
- Provided accurate information about products and services to customers.
Education
N/a - Diploma
Live Oak High School
Morgan Hill, CA06.2003
Skills
- Phone etiquette/Call center
- Customer service
- Active listening
- Critical thinking
- Computer illiterate
- Sales
Timeline
Universal Banker
Citibank
04.2025 - Current
Customer Service Representative
Home Depot
01.2007 - 02.2025
N/a - Diploma
Live Oak High School