Luis Gutierrez
Phoenix
Summary
Senior Experience Specialist with over 12 years in financial services, recognized for building strong community relationships and enhancing member satisfaction. Possesses exceptional analytical skills and attention to detail, driving operational efficiency and fostering team collaboration. Demonstrated success in sales and relationship management, utilizing bilingual capabilities to elevate service quality and boost customer retention. Committed to embracing new challenges while leveraging a solid work ethic and adaptability in dynamic environments.
Overview
12
12
years of professional experience
Work History
Utility Operator 1/ CDL
City Of Peoria
Peoria
05.2023 - 04.2024
- Operate front-end loaders and Air-brake vehicles, ensuring efficient utility services
- Utilize GIS to locate water valves and lines, improving operational precision
- Respond to utility emergencies, safeguarding water services and minimizing disruptions
- Conduct maintenance and repairs on water lines and hydrants, ensuring system reliability
- Interpret As-Built plans to execute tasks accurately, maintaining infrastructure integrity
- Leverage GIS technology to pinpoint water infrastructure, enhancing operational accuracy and reducing response times for utility services
Sr. Experience Specialist
Desert Financial Credit Union
Glendale
07.2021 - 04.2023
- Cultivated community relationships, enhancing engagement and member satisfaction
- Collaborated with teams to resolve issues and submit work requests efficiently
- Resolved complex issues, ensuring prompt resolutions and customer satisfaction
- Analyzed patterns to improve service quality, boosting member retention
- Mentored team members, fostering continuous learning and professional growth
- Fostered cross-functional partnerships to streamline issue resolution and work request submissions, improving operational efficiency and team synergy
Bilingual Customer Service Representative
Lincoln Heritage Life Insurance
Phoenix
02.2017 - 10.2020
- Provided bilingual customer support, enhancing trust and satisfaction
- Resolved Spanish-language inquiries promptly and professionally
- Escalated major issues to supervisors, ensuring swift resolutions
- Built strong relationships with Spanish-speaking customers
- Maintained high customer satisfaction through proactive problem-solving
- Leveraged bilingual skills to resolve customer inquiries, enhancing satisfaction and retention rates while streamlining communication processes
Accounts Receivable Specialist
CVS HEALTH CORPORATION
Phoenix
08.2016 - 01.2017
- Processed and mailed invoices, ensuring timely payments and accurate account updates
- Followed up on overdue payments, improving cash flow and client compliance
- Monitored accounts for adherence to payment terms and schedules, reducing late payments
- Managed invoices and payments using Microsoft Excel, QuickBooks, and Oracle software
- Handled cash and check deposits, generating accurate cash receipts
- Reviewed accounts monthly to assess aging and pursue collections, enhancing recovery rates
Operations Control Analyst
Bank Of America
Phoenix
09.2014 - 08.2016
- Assisted in preparing and reporting bank certification to auditors, ensuring accurate documentation
- Reported financial regulation violations to appropriate parties for disciplinary action
- Audited financial records for compliance with established regulations, ensuring accuracy
- Gathered data and prepared financial reports for management review, enhancing decision-making
- Conducted comprehensive audits of financial records, ensuring accuracy and regulatory compliance while identifying areas for process improvement
Sales Service Specialist
Bank Of America
Phoenix
01.2012 - 09.2014
- Resolved customer inquiries on account details, ensuring clarity and satisfaction
- Processed transactions efficiently, reducing wait times and enhancing customer experience
- Fostered strong customer relationships through effective communication
- Executed precise, high-volume money counts, both manually and with machines
- Tailored financial products to meet evolving customer needs
- Implemented new cross-selling strategies, contributing to a substantial increase in product adoption among existing customers
Education
High School Diploma -
Glendale High School
Glendale, AZ05.2010
Skills
- Highly motivated self-starter
- Negotiation skills
- Relationship building
- Quality Assurance
- Sales Strategy
- Networking
- Analytical
- Detail-Oriented Approach
- Adaptability
- Time Optimization
- Microsoft powerpoint, excel, and Word
Languages
Spanish, Native
Languages
Spanish
Native/ Bilingual
Timeline
Utility Operator 1/ CDL
City Of Peoria
05.2023 - 04.2024
Sr. Experience Specialist
Desert Financial Credit Union
07.2021 - 04.2023
Bilingual Customer Service Representative
Lincoln Heritage Life Insurance
02.2017 - 10.2020
Accounts Receivable Specialist
CVS HEALTH CORPORATION
08.2016 - 01.2017
Operations Control Analyst
Bank Of America
09.2014 - 08.2016
Sales Service Specialist
Bank Of America
01.2012 - 09.2014
High School Diploma -
Glendale High School
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