Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success.
Strong organizational skills
Active listening skills
Excellent time management skills
Customer service expert
Microsoft Office proficiency
Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
Transaction Processing Analyst August 2015 to CurrentAccenture － Rancho Cordova, CaAdhered to all federal and state compliance guidelines relative to retail mortgage lending. Assisted senior-level credit officers with complex loan applications.Analyzed applicants' financial status, credit and property evaluation to determine feasibility of granting loan. Researched insurance information and flood certificates. Executed the loan origination process, including ordering credit reports, appraisals and preliminary title reports.
Production Support Specialist II December 2014 to August 2015Bank of America － Rancho Cordova, CaMaintained confidentiality of bank records and client information. Analyzed legal documents, including wills, insurance policies and corporate contracts. Retrieved requested files and delivered to appropriate personnel. Scanned and filed forms, reports, correspondence and receipts. Looked up information with computer programs. Wrote professional business correspondence. Entered information into computer databases. Managed daily stock report for quality assurance purposes.
Human Resource Lead October 2011 to November 2014Sears － Stockton, CaExplained human resources policies and procedures to all employees. Ran the bi-weekly payroll process. Responded to employee inquiries regarding payroll and timekeeping. Managed communication regarding employee orientation and open enrollment for benefits. Worked on 401(k) administration, FMLA and workers' compensation claims and benefits. Identified staff vacancies and recruited, interviewed and selected applicants. Processed rehires, transfers, terminations, garnishments and withholdings. Processed all salary changes stemming from merit increases, promotions, bonuses and pay adjustments. Assessed employee performance and issued disciplinary notices. Processed terminations. Facilitated monthly meetings to develop strategies that would positively influence workplace relationships. Answered employee questions during the entrance and exit interview processes.
Home Service Advisor January 2009 to October 2011Sears － Stockton, CaDescribed merchandise and explain operation of merchandise to customers. Placed special orders and called other stores to find desired items. Educated customers on product and service offerings. Estimated and quoted prices, credit and contract terms, warranties and delivery dates. Answered customers' questions and addressed problems and complaints in person and via phone. Evaluated competitors and performed market research. Offered direction and gave constructive feedback to motivate team members. Owned team productivity metrics. Developed rapport with the customer base by handling difficult issues with professionalism.
Business AdministrationSan Joaquin Delta College － Stockton, Ca