Customer Service Quality Assurance
Resume:
I dalia Guzman
Santa Ana, CA
*************@*****.***
Objective
To obtain a position as an accounting clerk where my skills can be used towards achieving
t he goals of the organization.
Education
Southern California Institute of Technology, Anaheim, CA
• Computerize Accounting November 2012- June 2013
Santa Ana College, Santa Ana, CA
• General Studies August 1999- January 2011
Century H igh School, Santa Ana, CA
• High School Diploma obtained June 1999
Skills
• Effective verbal and wri t ten communication abilit ies in English and Spanish
• Familiarity with Microsoft Word, Excel, PowerPoint, Outlook
• •
Familiarity with QuickBooks
• Excellent phone etiquette
• Abili ty to score high on Quality Assurance audits
Work Experience
American Home Mortgage Servicing, Inc. I rvine, CA November 2004- November 2011
Loan Counselor, 2009- 2011
• Served as single point of contact for retention/liquidation workout options
•
• Processed customer payments by • Managed inbound and outbound
p hone calls
Executive L iaison Representative, 2007-2008
•
• Handled escalated (supervisor) • Responded to customers in a
calls t imely manner
•
• Assisted internal associates with general questions about processes
Customer Service Representative, 2004- 2007
•
• Received inbound calls •
• Updated customer contact
i nformation
• Researched issues involving escrow, automatic payments and returns, payoffs,
escrow refund checks, taxes or insurance disbursements, year-end statements, and
escrow analysis
Santa Ana Federal Credit Union Santa Ana, CA February
2000- October 2004
Teller and Back Office Support Representative, 2000- 2004
• Extensive experience in cash handling
• Processed member t ransactions including share deposits and withdrawals, loan
payments, money orders and t ravelers checks
• Performed daily cash settlement without differences in cash and checks
• Assisted in balancing/verifying the ATM t ransactions
Contact this candidate