Jessica Gutierrez
Frederick
Summary
Highly-motivated employee with a passion for continuous learning and innovation. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Passionate and motivated with a drive for excellence. Results-driven individual with a solid track record in delivering quality work.
Overview
17
17
years of professional experience
Work History
Mortgage Customer Service Support Specialist
FirstBank - Headquarters
Lakewood
10.2023 - Current
- Advised customers on product features and usage techniques to maximize their experience.
- Trained new representatives on customer service processes, product knowledge, protocols and company policies.
- Answered questions and resolved concerns for customer support.
- Ensured compliance with industry regulations regarding customer service standards.
- Maintained accurate records in the mortgage processing software system.
- Managed multiple tasks simultaneously while meeting tight deadlines.
- Completed special projects as assigned by the management team.
- Updated and maintained up-to-date knowledge of products, service and pricing plans.
- Utilized advanced computer applications such as Microsoft Word and Excel to produce accurate transcripts quickly to create customer correspondence.
- Utilized spreadsheets, forms and reports using computer applications such as Word and Excel.
- Created task schedules to optimize team workload and efficiency.
Lead Personal Banker
FirstBank
Louisville
04.2018 - 10.2023
- Conducted account openings and closings for clients.
- Assisted customers with deposits, withdrawals, transfers, loan payments and other banking transactions.
- Recognized opportunities for cross-selling additional banking products or services.
- Performed daily balancing of cash drawer and reconciled discrepancies when necessary.
- Greeted customers upon entering the bank and directed them to appropriate personnel or services.
- Responded promptly to customer emails, phone calls and requests for information.
- Trained new staff on bank policies, procedures, and systems usage.
- Managed daily operations of the bank's personal banking services department.
- Identified potential fraud risks on accounts and reported suspicious activities to management.
- Collaborated with team members to meet branch targets and objectives.
Customer Solutions Consultant
Network Global Logistics
Broomfield
09.2016 - 03.2018
- Use computers for various applications, such as database management and word processing.
- Answer the phone, give information to callers, take messages, or transfer calls to appropriate individuals.
- Create, maintain, and enter information into database.
- Greet callers and handle their inquiries or direct them to the appropriate persons according to their needs.
- Provide services to customers, such as order placement or account information.
- Conduct searches to find needed information, using such sources as the internet.
Assistant Store Manager
Salvation Army Thrift Store
Boulder
10.2013 - 09.2016
- Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints.
- Direct and supervise employees engaged in sales, inventory tasking, reconciling cash receipts, or in performing services to customers.
- Monitor sales activities to ensure that customers receive satisfactory service and quality goods.
- Inventory stock and reorder when inventory drops to a specified level.
- Instruct staff on how to handle difficult and complicated sales.
- Estimate customer demand, and determine the types and amounts of goods to be sold.
- Allocated specific roles to employees to optimize workflow.
- Keep records of purchases, sales, and requisitions.
- Enforce safety, health, and security rules.
- Perform work activities of subordinates, such as cleaning, organizing shelves and displays, and selling merchandise.
- Plan and prepare work schedules, and keep records of employees' work schedules and time cards.
- Review inventory and sales records to prepare reports for management and budget departments.
- Establish and implement policies, goals, objectives, and procedures for their department.
- Plan and coordinate advertising campaigns, sales promotions, and prepare merchandise displays and advertising copy.
Assistant Store Manager
Dollar Tree
Thornton
07.2009 - 09.2013
- Delivered customer service by greeting and assisting customers, addressing inquiries and resolving complaints to enhance customer satisfaction.
- Establish credit policies and operating procedures.
- Delegated responsibilities to employees to enhance team efficiency.
- Enforce safety, health, and security rules.
- Perform work activities of subordinates, such as cleaning and organizing shelves and displays and selling merchandise.
- Plan and coordinate advertising complaints and sales promotions, and prepare merchandise displays and advertising copy.
- Developed and implemented departmental policies, goals, objectives, and procedures to streamline operations and improve team performance.
Education
High School Diploma -
Aurora Central High School
Aurora, CO05-2010
Diploma: Nail Technician -
Pickens Technical College
Aurora, CO05-2010
High School Diploma -
Bachillerato Plantel Chalchihuites
Zacatecas, Mexico07-2008
Skills
- Time management and multitasking
- Punctual
- Effective communication
- Judgment and decision making
- Team collaboration
- Attention to detail and organized
- Bilingual
- Prioritization
- Active listening
- Key stakeholder relationship building
- Stress management
- Training and development
Languages
Spanish
Native/ Bilingual
Timeline
Mortgage Customer Service Support Specialist
FirstBank - Headquarters
10.2023 - Current
Lead Personal Banker
FirstBank
04.2018 - 10.2023
Customer Solutions Consultant
Network Global Logistics
09.2016 - 03.2018
Assistant Store Manager
Salvation Army Thrift Store
10.2013 - 09.2016
Assistant Store Manager
Dollar Tree
07.2009 - 09.2013
High School Diploma -
Aurora Central High School
Diploma: Nail Technician -
Pickens Technical College
High School Diploma -
Bachillerato Plantel Chalchihuites