Family Care

July **** – Present

• Took time off to raise children. Member of Thomas Elementary PTA and parent chaperone for class field trips.

Client Escalation Unit Supervisor

April 2006-July 7, 2006: Bank of America

• Well versed in quickly perceiving the needs of clients, and capable of communicating an idea in multiple ways with patience. Adept in tactfully communicating news of an unsavory nature in a pleasant, encouraging way while maintaining client satisfaction.

• Assisted customer service representatives with complex and difficult client resolution issues. Trained peers in the policy and procedures of the company and taught both confident communication skills and conflict resolution.

• Proficient in working with multiple software applications and phone lines while under pressure.

Lost or Stolen Senior Customer Service Representative

2003-April 2006: Bank of America

• Calmly worked with clients who have experienced theft or missing financial property by efficiently closing compromised accounts and seamlessly creating new accounts while instilling confidence in the process during an otherwise difficult and emotional situation.

Customer Service Representative

January 5, 2001-2003: Bank of America

• Assisted clients with general account inquires and problem resolution while adhering to company policy and legal rules and regulations. Responsible for accurately completing transaction requests both on paper and on computer. Recommended appropriate services and accounts to clients to meet and exceed expected sales goals.

• Instructed clients via telephone how to efficiently navigate online banking and company websites.

• Received multiple awards for top-notch customer surveys, sales, and positive attitude.

Waitress

1998-2000: Golden Corral

1997-1998: Dunvilla in the Country

• Excelled in multitasking while paying attention to detail and maintaining organization.

Education

• Associate in Arts – Anthropology from Fresno City College. December 2008

o 3.81 GPA - Graduated with Highest Honors - Phi Theta Kappa

• High School Diploma from Herbert Hoover High School. July 2000