Yenny Santos-Discua
Bluffton
Summary
With a proven track record at TRUIST, I excel in relationship building and financial planning, enhancing customer satisfaction and loyalty through expert advice and personalized solutions. My background combines strong analytical skills with empathetic customer service, driving significant improvements in client engagement and financial goal achievement.
Overview
8
8
years of professional experience
Work History
Relationship Banker
TRUIST
10.2023 - Current
- Achieved excellent customer satisfaction ratings by addressing concerns promptly and professionally, demonstrating empathy throughout interactions.
- Strengthened client relationships by providing personalized banking solutions and excellent customer service.
- Maintained up-to-date knowledge of banking products and industry trends to provide expert advice to clients effectively.
- Assisted customers in achieving financial goals by recommending suitable products and services based on their needs.
- Increased cross-selling success by proactively identifying client needs and suggesting appropriate financial solutions.
- Resolved customer complaints and disputes to maintain satisfaction and loyalty.
- Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
- Analyzed customers' financial information to deliver personalized account guidance.
- Improved customer satisfaction by offering expedited service for loan and credit applications.
- Reconciled customer accounts and balanced daily transactions.
Customer Service Representative
Workforce Interprices Inc
10.2021 - 05.2023
- 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.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Trained new personnel regarding company operations, policies and services.
- Managed timely and effective replacement of damaged or missing products.
- Identified and resolved discrepancies and errors in customer accounts.
Manager of Operations
Colors Renovation LLC
01.2017 - 11.2019
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Oversaw facility maintenance activities to ensure optimal performance of equipment and infrastructure elements.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Successfully managed budgets, consistently meeting financial targets while maintaining high-quality standards.
- Implemented cost-saving initiatives, reducing overall operational expenses without compromising service quality.
- Negotiated favorable contracts with vendors, securing competitive pricing arrangements that benefited the organization''s bottom line results.
- Partnered with vendors and suppliers to effectively manage and budget.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Assisted in recruiting, hiring and training of team members.
Assistant Bookkeeper
Porch Outfitters
12.2018 - 09.2019
- Filed invoices with processed checks to maintain orderly accounting filing system.
- Reconciled financial data to maintain accurate account balances and support compliance with established accounting practices.
- Assisted bookkeepers in providing support documentation required for audits.
- Created and maintained detailed, organized and timely records of transactions to support legal compliance.
- Supported the bookkeeper with payroll processing, ensuring accurate employee compensation.
- Enhanced overall financial organization by maintaining a well-organized filing system for important documents.
- Confirmed accounts payable and controlled expenses by receiving, processing, verifying and reconciling invoices.
- Assisted bookkeeper in managing fixed asset inventory, including updating asset records, calculating depreciation, and preparing related reports.
- Ensured timely payments to vendors by tracking invoices and promptly processing checks.
Education
High School Diploma -
Bluffton High School
Bluffton, SC06.2012
Skills
- Relationship building and management
- Customer Service-oriented
- Sales expertise
- Cash handling
- Teller support
- Creative thinking
- Financial planning
- Banking
- Recordkeeping requirements
- Employee motivation
- Project management
- Security
- Teller background
- Account audits
- Account closings
- Customer financing
- Organizational skills
- Excellent communication
- Teamwork and collaboration
- Time management
- Attention to detail
- Account updating
- Customer service
- Records maintenance
- Marketing campaigns
- Team building
- Interpersonal communication
- Relationship building
- Fee collection
- Teamwork
- Problem-solving
- Problem-solving abilities
- Sales experience
- Goal setting
- Risk assessment
- Professionalism
- Account reconciliation
- Financial reporting
- Financial transactions
- Problem-solving aptitude
- Bookkeeping
- Account management
- Fraud detection
Languages
Spanish
Native or Bilingual
English
Professional Working
Timeline
Relationship Banker
TRUIST
10.2023 - Current
Customer Service Representative
Workforce Interprices Inc
10.2021 - 05.2023
Assistant Bookkeeper
Porch Outfitters
12.2018 - 09.2019
Manager of Operations
Colors Renovation LLC
01.2017 - 11.2019
High School Diploma -
Bluffton High School
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