Virginia Hernandez Torres
Moca
Summary
Dynamic and results-oriented professional with extensive experience at Banco Popular, adept in money handling and banking software. Excelled in building customer relationships through exceptional service and communication in both English and Spanish. Proven track record in improving transaction efficiency and identifying sales opportunities, significantly enhancing customer satisfaction and operational excellence.
Overview
24
24
years of professional experience
Work History
Bank Teller
Banco Popular
Isabela, Puerto Rico
06.2007 - Current
- Ability to stand for long periods of time.
- Physical effort: Able to lift up to 50-pounds bags of coins.
- Willingness to serve the client.
- Ability to identify the client's problems and necessities in order to offer different alternatives and solutions.
- Excellent interpersonal skills and be able to work in groups.
- Ability to manage difficult situations with clients.
- Communication skills in both spoken and written English and Spanish.
- Ability to establish priorities and work with multiple tasks at the same time.
- Ability to work under pressure and meet deadlines.
- Computer skills.
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Educated customers on use of banking website and mobile apps.
- Identified fraudulent activities by diligently monitoring transactions and reporting suspicious activity to management.
- Supported branch management in achieving operational excellence through adherence to regulatory guidelines and internal procedures.
- Increased efficiency within the teller line by sharing best practices among colleagues, leading to shorter wait times for customers.
- Assisted with training of new tellers on policies and procedures.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Maintained friendly and professional customer interactions.
- Assisted customers with banking needs and inquiries.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
Hotel Front Desk Clerk
Hotel El Faro
Aguadilla,Puerto Rico
10.2000 - 03.2009
- Collected room deposits, fees, and payments.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Collaborated with housekeeping to maintain room readiness, enhancing guest comfort.
- Managed a high volume of calls, directing guests to appropriate departments and services.
- Oversaw and organized calendar to schedule reservations and monitor cancellations.
- Enhanced guest satisfaction by efficiently managing check-ins and checkouts.
- Responded to guest inquiries and resolved complaints to establish trust and increase satisfaction.
- Provided exceptional customer service through active listening and empathetic communication, resulting in increased guest satisfaction ratings.
- Developed strong working relationships with colleagues, fostering teamwork and seamless service delivery across all departments.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Education
Bachelor Of Business Administration - Hotel And Restaurant Management
Universidad Interamericana De Puerto Rico
Aguadilla, Puerto Rico06.2005
Skills
- Professionalism and Courtesy
- Money Handling
- Deposit and withdrawal management
- Cash counting
- Banking Software Familiarity
- Data Entry Efficiency
- Sales and Cross-Selling
- Transaction processing accuracy
- Teller Support
- Excellent time management skills
- Compliance, banking laws, and regulations
- Spanish speaking
- Team Cooperation
- Payment Processing
- Bank Deposits
- Night and Safe Deposit Procedures
Languages
Spanish
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Timeline
Bank Teller
Banco Popular
06.2007 - Current
Hotel Front Desk Clerk
Hotel El Faro
10.2000 - 03.2009
Bachelor Of Business Administration - Hotel And Restaurant Management
Universidad Interamericana De Puerto Rico