Customer Service Professional
Last active: 12/19/2013
My customer service experience began in 2002 with Sears Credit, a division of Sear National Bank. I worked with a full line of credit card portfolios. As a Spanish/bilingual loss control specialist, I worked in a high paced, high volume call center. During my time at Sears I attended company provided training in negotiating skills and Spanish terminology as it pertains to the industry.
I consistently lead my team in sales and productivity ratings. I earned the respect and admiration of my colleagues while promoting five levels within my first eleven months, eagerly willing to take on any and all assignments, seizing every opportunity to advance and grow.
I continued this momentum when I joined Union Bank in 2003 through Remedy. As a Spanish/bilingual call center representative II, I have proven to speak clearly and persuasively in both English and Spanish, with close attention to detail and strong communication skills; verbal and written. I have also proven to be highly productive and efficient while working independently and adhering to bank operational procedures and guidelines. I encourage attendance and participation in the banks training programs which I took part in.
I helped create enthusiasm and good morale through effective teamwork and communication with staff; as well as act as liaison between tele-services and support department; SOS, risk services, branches, and direct banking. In a very short time I was added to the supervisor line to help provide supervision, leadership, and work direction; this was to ensure that operational procedures are being followed and to provide guidance and training in each of the banks critical contact areas; such as Office of The President and escalated concerns.
In October 2006, I accepted a position as senior customer sales & service supervisor, where I had the opportunity to expand my skills along with assisting with the management of branch operations, providing guidance and training to branch personnel in order to perform their jobs effectively; ensuring that we achieve exceptional scores on field services ratings, and the branch adheres to regulatory requirements and all employees have an understanding of all federal regulations.
By November 2007, I accepted a promotion to Customer Service Officer & Manager (CSO/M). As CSO/M I managed branch operations, analyzing branch activity, operating budget, payroll, human resources concerns, ensuring customer concerns and complaints were handled professionally, effectively, and maintained at a minimum level, as well as resolved at the branch level satisfactorily. I promoted sales referrals while complying with bank policy and procedure. I interviewed and hired prospective candidates according to the banks standards. I ensured that the office was operating in a safe and efficient manner; ensuring employees are trained in bank safety and security policies relating to branch safety, emergency preparedness, and robberies. I regularly conduct staff meetings to communicate bank, region, and division information. I adhere to policies and procedures of the bank to minimize operating losses, and obtain satisfactory operation audit and compliance and reduce repeat exceptions. I also ensure all reports are reviewed and analyzed in a timely manner. This is all a direct reflection of the leadership skills, knowledge, and diversity I have been able to develop while at Union Bank, and over my career in customer service.