Gloria Bonilla Quezada
Indian Land, SC
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Banking & hospitality industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Mortgage Loan Officer
Founders Credit Union
06.2024 - Current
- Assisted clients in selecting correct loan product and terms to meet needs and financial goals.
- Collaborated with underwriting and processing teams to resolve issues and expedite loan approvals.
- Analyzed loan applications and credit reports to determine loan eligibility and risk level.
- Communicated with clients, processing teams and other third parties to achieve prompt loan closings.
- Participated in industry events and conferences to build relationships and gain market intelligence.
Personal Banker
Wells Fargo
04.2023 - 06.2024
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Cross-sold bank products and services to meet customer needs and provide options.
- Promoted financial products by maintaining excellent service offering knowledge.
Relationship Banker
Bank Of America
08.2020 - 02.2023
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Developed customer surveys to measure customer satisfaction and identify areas of improvement.
- Analyzed customers' financial information to deliver personalized account guidance.
- Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
- Resolved customer complaints and disputes to maintain satisfaction and loyalty.
- Presented new and additional products and services to existing customers.
- Provided customers with additional information regarding account services.
- Assisted customers with completing required forms for opening and closing bank accounts.
Concierge
Cityexperts
05.2015 - 03.2020
- Handled customer complaints to satisfy and retain guests.
- Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
- Greeted guests upon arrival by providing warm welcome.
- Created welcoming and comfortable environment for guests.
- Assisted guests with variety of services and local attraction information.
- Scheduled and confirmed restaurant reservations for guests.
- Maintained high level of professionalism and discretion when dealing with guests.
Reservation Agent
Night Hotel TSQ
12.2014 - 05.2015
- Generated and reported performance metrics to management to inform decision-making.
- Handled reservations and answered questions from interested patrons for busy Number-room hotel.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Maintained awareness of types of rooms available in different resort locations.
Education
Course - Real Estate
Bronx Community College
The Bronx, NY06.2004
Skills
- Sales Expertise
- Business Development
- Partnership Management
- Security Understanding
- Financial Advising
- Client Inquiry Management
- Cash Handling
- Credit Application Review
- Customer Information Databases
- Sell Services
- Serve Customer Needs
Timeline
Mortgage Loan Officer
Founders Credit Union
06.2024 - Current
Personal Banker
Wells Fargo
04.2023 - 06.2024
Relationship Banker
Bank Of America
08.2020 - 02.2023
Concierge
Cityexperts
05.2015 - 03.2020
Reservation Agent
Night Hotel TSQ
12.2014 - 05.2015
Course - Real Estate
Bronx Community College
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