To establish experience and acquire skills useful both to myself and to an organization willing to give me an opportunity to prove myself.
High customer service standards
Strong problem solving ability
Proficient with Microsoft Office Suite
Proficient in customer account software
Multi-channel contact center software
Debt and credit management
Meticulous attention to detail
Excellent communication skills
Strong problem solver
Multi-line phone proficiency
Proper phone etiquette
Professional and mature
Dedicated team player
Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
Assisted in the managing of the company database and verified, edited and modified members' information.
Consumer Loan Specialist, 10/2012 to CurrentPatelco Credit Union Call Center － Merced, CA
Have strong customer service skills, proficient on PC, MS Office Products, and Email systems, Strong technical skills with troubleshooting and a firm understanding on digital services in the financial industry, Possess excellent oral and written communication skills, detail oriented, a team player, and work with little or no supervision.
Committed to the concepts of “team effort” and “quality member service".
Process Consumer Loan Applications. Follow-up and collect required stipulations to complete loan funding. Assist members with general inquiries on accounts and loans. Resolve member issues and concerns. Collaborate within the Member Contact Center and with other departments to answer member questions and resolve issues.
Educate members on digital services enrollment, features and benefits. Strong commitment to good attendance and punctuality.
Extend Loan Protection products to every qualified member: Credit Life and Disability, Mechanical Breakdown Insurance, GAP Waiver, Auto insurance, and MAP
Some of the systems I use to perform my job duties are Adapt, Lending 360, Outlook, Office Communicator, Origins, Branch Suite, Spectrum, Sales Force as each account has to be noted in 2 systems, Interaction desk top and many more.
Have duel screens and multiple lines used daily.
There is continuous training and certificates I complete in order to stay in Compliance with the Credit Union.
I am always willing to learn more duties and rolls to further my career with a company as long as there is advancement available.
I am continuously getting customer compliments on how detailed and informational I am.
I started as a Customer Service Representative and have worked my way up to a Consumer Loan Specialist.
Store Manager, 06/2009 to 04/2011Max Rave － Merced, CA
Resolved customer complaints by exchanging merchandise, refunding money and adjusting bills.
Shared product knowledge with customers while making personal recommendations.
Maintained friendly and professional customer interactions.
Trained in negotiations and time management.
Hired and trained all sales staff for new store location.
Received and processed cash and credit payments for in-store purchases.
Opened and closed the store, including counting cash, opening and closing cash registers and creating staff assignments.
Demonstrated that customers come first by serving them with a sense of urgency.
Verified that all merchandising standards were maintained on a daily basis.
Handled all interviewing/ hiring
Gave monthly one on one for each employee to keep them up to date on personal goals and how to achieve them.
Increased previous years sales by 4 times amount in my first year alone.
Help Desk Representative Level 1, 01/2004 to 11/2008Merchant E-Solutions －Spokane, WA
Employed in a Credit Card Service Call Center receiving inbound calls to assist in many different circumstances such as: Reconciling accounts with our merchants and showing them faster easier ways to locate their information with the online website provided, ordering supplies and purchasing new or used equipment, scheduling training appointments with our merchants and our bank sales representatives for a time that would be convenient for them.
I would also reschedule training appointments for any cancellations we received, perform rate reviews when requested, transfer calls to the desired departments.
I assisted with opening and closing accounts, place account change requests for multiple reasons ranging from changing bank accounts, addresses, contacts on the accounts, program changes to make the credit card terminals prompt or not prompt for specific requirements given to us by Visa and Master Card regulations.
Troubleshooting terminals with merchants over the phone and walking them step by step on how to get their equipment working again while keeping the merchant calm.
Many merchants would call when they were at their busiest and they would get understandably upset.
It was part of my job to assist them in a timely and professional manner as well as making sure the issue was completely resolved the first time so the merchant would not have to call multiple times.
It can be frustrating for the merchant to have to explain their issue again if the previous help desk representative had not yet placed notes on the account as we were required to do.
I was placed in the Sales Rep Queue, a special line of calls that had only our higher level sales and bank clientele.
I was part of that line of calls for 3 and a half of the almost 4 years I was with the company.
As new programs and policies to process credit cards were released, I needed to quickly learn how to use them and be able to answer any questions the merchants and sales representatives had regarding the new procedures.
Needless to say being a fast learner was a must.
We also had level 2 support, where our supervisors assisted with any technical or programming questions and handled any escalated calls that were needed.
Our head Supervisor would have me fill in as a level 2 when necessary, as sometimes the call volume would become very hectic and additional second level support was required.
Office Assistant, 10/2003 to 09/2004Washington State ESD Call Center － Spokane, WA.
Customer Service was key to helping all of our claimants.
Process incoming and outgoing mass mail daily.
Process claimant's checks, change of address forms and update any other necessary information.
I have been trained for payroll services that were performed on a bi-monthly basis for the state of Washington.
Have daily experience in Data entry, filing, answering heavy multi-lined phones, taking and relaying messages, performing supply runs for staff of over 150 and use of the internet to accomplish many tasks.
Answering the door and greeting people, as it was a highly secure building, no one could enter without the proper clearance.
Retrieve and separate faxes into specific categories, take them to the correct people, places and mailboxes hourly as well as to fax needed confidential information for all staff as needed.
Store Manager, 01/2002 to 09/2003Claire's － Spokane/ Merced, WA/ CA
Responsible for the supervision and management of all store activities and achieved increasing store profitability by giving 110% Customer Service and Satisfaction.
I achieved store planned sales goals through the implementation of sales and Customer Service programs and with proper store schedules.
To manage and maintain loss prevention practices.
Select, train, develop, discipline and supervise qualified store associates.
To open and close our store according to company and mall requirements.
On nights that I closed, I was in charge of making the nightly bank drop.
Responsible for daily deposit receipts and corresponding them with deposit slips to make sure all deposits were accurate.
To direct the operational activities of the store and ensure compliance with company policies and procedures.
Sales Cashier Associate, 08/2000 to 12/2001Montgomery Wards － Merced, CA
Had control over the floor bank distributing the change counts for twelve registers to assure they would have small enough bills to give to our customers in a timely manner.
Worked in the Housewares department to start, then an opportunity arose for me to transfer to the Drapery department.
It was a step up that not only had an hourly increase but commission as well.
Built displays for new merchandise, stocked the sales floor daily, helped to cover other departments and learned about them, so that when someone called in sick, I could fill-in because I had the experience in that department as well.
High School Diploma:1999Valley High School － Merced, CA.