Alexa Herrera Email & Phone Number

Atlanta, Georgia, United States

Assisted and worked with a team of several managers on various goals, to ensure that all assignments were completed in a timely manner. Updated and submitted daily/monthly trackers and reports. Lead and helped manage a team of employees: ensuring they met business needs and SLAs, provided accurate and quality service to customers, and stayed up-to-date on mandatory training and in compliance with all federal regulations and laws.Facilitated daily agent coaching and team huddles in both written and verbal format.Assisted the Recruiting department with conducting interviews of potential candidates.

Atlanta, Georgia, United States

Assisted with leading training classes for New Hires: Trained new employees on the Bank's policies and procedures, the business model, and the services and solutions we offer related to the products that we service. Followed weekly agendas/action plans to ensure all new hires successfully completed Training and were updated on all relevant information and knowledge needed to successfully assist and resolve customers' inquiries.Created and updated daily tracking/performance reports.Handled escalated calls/chats that were transferred from other Agents; resolved and closed pending tasks and cases; performed additional research and reached out to other departments when necessary to complete a request.

Atlanta, Georgia, United States

Primary responsibilities included engaging with the Bank's customers directly through inbound calls and chats. Gathered information, accessed customer accounts and fulfilled requests, and educated customers on products and services where applicable. Performed process and customer interaction support to ensure adherence to compliance, procedural, and customer experience standards. Documented all interactions in detail in software applications and navigated a computerized data entry system and other relevant applications.

Atlanta, Georgia, United States

Built effective client relationships by helping answer customer questions and process complex orders. Counted and balanced cash registers at the end of the day. Maintained precise count and control of product inventory.

Atlanta, Georgia, United States

Processed account transactions while engaging the client in conversation to identify opportunities for referrals. Documented inventory of cash-on-hand and used proper protocols to ensure safety and accuracy.Paid special attention to detail in order to comply with Company policy and standard operating procedures and Federal laws and regulations.

Atlanta, Georgia, United States

Assisted with general clerical work, including word processing, filing, scanning, and data entry.Maintained an organized filing system, resulting in easy and effective retrieval of documents. Drafted correspondence with great attention to detail to ensure that all information was accurate.