Customer Service Maintenance

Victor Hugo Ayala

***** ****** *** **. **** TX **449

832-***-**** *******@*****.***

Summary

Bilingual professional with extensive experience in customer service. Excellent communication,

analytical, problem-solving, and interpersonal skills that result in providing efficient resolutions.

PROFESSIONAL EXPERIENCE

Comerica Bank – Houston, TX Jan 2010 – Present

West Houston Flex Personal Banker II

Support and aid 12 West Houston area banking centers reporting directly to the area district

manager. Track and analyze customer interactions to maximize cross sale opportunities.

• Responsible for developing trend analysis report of customer account balances.

Report is used to identify which customers will be profitable for the bank to generate

revenue.

• Developed an objections and declines report that will help track reasons non-

customers choose not to bank with Comerica. Report is used to strategize ways to

overcome objections; therefore, the new customer ratio will be maximized.

• Served as functional subject matter expert in several roll out initiatives such as the

Comerica Convenience Card, Home Equity Line of Credit and Home Equity Loan.

Conducted several presentations for each initiative in all 12 West Houston area banking

centers.

• On-site trainer during the Sterling Bank acquisition in several locations. Trained

employees on all Comerica systems, products, reports and procedures.

• Strategically plan on the approach of banking center product needs to meet quarterly

and annual goals.

First Community Credit Union – Houston, TX Sept 2008 – Jan 2010

Financial Service Representative

Analyze member credit reports to identify strengths and weaknesses. Strengths were highlighted

to improve the approval of loan requests and weaknesses were identified to plan credit

improvement tactics.

• Provided financial advice based on credit report information to filter best candidates

for loans and credit re-building.

• Consolidate project team reports to the overall capital expansion outlook; report used

for financial planning.

Bank of America – Houston, TX Jun 2005 – July 2008

Personal Banker

Manage wide variety of customer service procedures to ensure they are conducted to the highest

standards. Promote and maintain positive relations with all contacts, customers and potential

customers to drive sales.

• Open Checking, Savings, Certificates of Deposit, and Individual Retirement Accounts

while assuring all policies and procedures are held to the highest standard.

• Assist clients with lending needs such as first home purchase, refinance, and personal

lines of credit. Ensure all loan applications followed all lending regulations.

Bank Teller

Assisted customers with their account reconciliation, account research and questions. Also,

responsible for researching and adjusting teller errors.

• Manage the accountability of official checks, money orders, traveler’s checks, loan

checks and new account kits.

• Responsible for ordering cash and banking center supplies.

Igloo Products, Inc – Houston TX Jan 2003 – Dec 2005

Entry Level Maintenance Technician

Perform variety of duties in support of the Maintenance department such as identifying issues

within different types of production equipment and working with inventory analyst to order or issue

materials.

• Received work order requests on malfunctioning machinery from the production line team

and perform troubleshoot tasks to identify the issue at hand and fix accordingly.

• Created work order requests which determined which parts needed to be ordered then

submitted request to the inventory analyst.

Inventory Analyst

Monitor and report material inventory list which was used by maintenance supervisor to receive

and issue goods. Worked with accounting to financially book transactions.

• Worked with maintenance supervisor on adding enhancements to maintenance reports

that would help track any new performance indicators

• Completed invoice templates that were used to document and financially record work

order requests.

• Provide material cost estimates to maintenance supervisor on large ticket items and

contacted vendors to find lowest cost for the item.

EDUCATION

Attending Lone Star College, expected Science Associates Degree in 2014

SKILLS

Advanced knowledge in Word, Excel, and PowerPoint

Keyboarding: 70 wpm and 10 key expert

Fluent in Spanish

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