Sonia Hernandez
Lanham
Summary
Detail-oriented professional with a strong background in banking, customer service, payment processing, Inbound call center and conflict resolution. Successfully improved service quality through customer feedback analysis and collaborative team efforts, ensuring adherence to company policies. Bringing many years of related experience and a team-oriented mentality.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Customer Service Advisor
WSSCWATER
LAUREL
01.2025 - Current
- Assist customers with account inquiries and service requests.
- Resolve customer complaints through effective communication strategies.
- Maintain accurate records of customer interactions in C2M system.
- Collaborate with team members to improve service delivery standards.
- Gathered customer feedback to inform and enhance service quality initiatives.
- Participate in regular training sessions to stay abreast of new process
- Managed complex customer accounts, providing personalized attention and efficient escalation.
- Review current processes and procedures for accuracy and efficiency improvements.
- Scheduled service with field technicians for complex, site-specific concerns.
- Remain calm and professional in stressful circumstances and effectively diffuse tense situations.
- Adjusted bills and processed refunds to effectively resolve customer service and billing complaints.
Bank Escalations Sr. Case Coordinator
Capital One Bank N.A
Laurel
03.2007 - 11.2023
- Conducted in-depth account research to identify root causes of complaints and implemented resolutions.
- Applied analytical and problem-solving skills to develop effective solutions for complex customer issues.
- Coordinated with multiple business lines to address customer concerns and ensure policy compliance.
- Maintained accurate documentation of all case activity in accordance with policy and regulations.
- Participated in weekly team meetings with the Legal and Compliance team to share updates about current cases and best way to approach.
- Exhibit a high degree of professionalism and integrity in all communication. Ability and desire to learn new concepts and adapt quickly to changes.
- Analyzed proposed legislation, regulations or rule changes to determine impact of services.
Bank teller/Personal Banker
Bank of America
Hyattsville
05.2000 - 05.2005
- Processed customer transactions efficiently and accurately at a busy financial institution.
- Provided exceptional customer service to customers by answering inquiries, resolving complaints and processing transactions in a timely manner.
- Cashed customer checks verified identification and checked account balances in accordance with bank policy.
- Helped customers open and close accounts, apply for loans and make sound financial decisions.
- Identified customer financial needs and recommended tailored financial products to meet their goals.
- Executed transactional, operational, and customer support tasks, ensuring adherence to bank procedures and enhancing service delivery.
- Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
- Identified suspicious activity on account holders' accounts and reported any discrepancies to the supervisor immediately.
- Reconciled daily sales sheets with actual physical money received from customers or deposited into ATM machines.
- Issued and redeemed money orders, cashier checks, traveler's checks and savings bonds.
- Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs, maintain accounts and open new accounts.
- Received mortgage and other loan payments, verifying payment dates and amounts due.
- Managed supply of cash for the branch, including ordering cash from the vault.
- Used a strong knowledge of banking products and services to confidently educate customers about features, benefits and pricing.
Education
High School Diploma -
Norwestern High School
Hyattsville06-2000
Some College (No Degree) - Business Administration
Prince George's Community College
Upper Marlboro, MDSkills
- Account management
- Customer relationship management
- Case resolution
- Payment processing
- Compliance adherence
- Data documentation
- Conflict resolution
- Call center operations
- Research and due diligence
- Complex problem solving
- Financial product knowledge
Languages
Spanish
Professional
Certification
Water sampler certificate
Timeline
Customer Service Advisor
WSSCWATER
01.2025 - Current
Bank Escalations Sr. Case Coordinator
Capital One Bank N.A
03.2007 - 11.2023
Bank teller/Personal Banker
Bank of America
05.2000 - 05.2005
High School Diploma -
Norwestern High School
Some College (No Degree) - Business Administration
Prince George's Community College