Position Desired: Management

Cover Letter:
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EXPERTISE

Fluent in English & Spanish Managing multiple tasks Problem Solving Scheduling
Customer Service 15+ years Various Computer Software Negotiating Quality Control
Managed a staff of 30+ Created Call Center Manual


PROFESSIONAL HISTORY

Bank of America 8/14-Present
Personal Banker
Responsibility is to provide customer service and problem resolution. Meet our KPI sales of the quarter in order to fund. Guide customer to use their spend the majority of their time working with banking software, speaking to customers both in person and over the phone, troubleshooting customer issues, explaining products and services and assisting customers with other banking needs. They may assist customers in a variety of financial areas, including opening savings or checking accounts, retirement planning, loans or investing. Personal bankers must have excellent customer service skills and the ability to gain and maintain their customers' trust.

Harris Health System-Houston, TX 9/12-08/14
Team Lead

Responsible for call center policies and procedures including meeting call center operational standards, maintaining employee quality service levels, preparing reports, from raw data analysis. Training of staff and created training aides, assisted with modification of protocols and procedures. Ensures the appointments are scheduled accurately following department procedures, correct and notify direct supervisor. Respond to representative assist calls. Resolves scheduling issues and conflicts and escalated calls.

Reverse Mortgage Solution - Spring, TX 12/10-9/12
Repair Administrator

Administrating over 400 hundred loans, insuring the borrower is complying with the loan agreement. Responsible to help the borrowers complete the repairs to the home in the timeline given at closing. Understandi

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