Customer Service Management

Joan A. Bulda

*** **** ******* ***. ( Vacaville, California 95687

707-***-**** ( abkbz3@r.postjobfree.com

Professional Profile

Candidate for Bachelor of Science in Business, Accounting concentration,

with significant banking experience. Approximately 5 years experience as a

bank teller, with progressively increased responsibilities. Concurrent

education and work experience has enabled me to apply what I am learning in

a concrete and practical way.

Recognized by employers as highly-organized and effective team player.

Comfortable working in high-stress, multi-tasking, project-oriented

environments. Takes pride in exceptional verbal and written communication

skills, as well as excellent interpersonal and analytical skills.

Education, Training, Skills & Interests

University of Phoenix, Fairfield, CA

June 2012 (expected)

Bachelor of Science in Business, Accounting concentration

Relevant Coursework:

Financial Accounting I, II Management: Theory, Practice and

Application

Economics for Business I Organizational Behavior

Contemporary Business Law I Critical Thinking: Strategies in Decision-

Making

Operations Skills: All Windows Operating Systems, Microsoft Office (Word,

Excel, PowerPoint, Publisher, Outlook). 10-key by touch, typing speed 70

WPM.

Professional Experience

Washington Mutual - Vacaville, CA Dec

2007 to Sept 2008

Operations Supervisor

Manage and staff the branch operations area: customer service, new

accounts, account servicing and problem resolution. Ensure branch is in

compliance with all operational regulations and guidelines. Responsible for

maintaining exceptional customer service standards.

Key Accomplishments:

- Successfully organized and prepared new branch for grand opening.

- Successfully passed internal audit.

Bank of America - Fairfield, CA June

2005 to Jan 2006

Senior Teller, Authorized Officer

Same responsibilities as a Senior/Merchant Teller (see below), with

increased autonomy and additional responsibility of coaching other tellers.

Bank of America - Vacaville, CA

June 2003 to July 2004

Senior Teller, Authorized Officer

Same responsibilities as a Senior/Merchant Teller (see below), with

increased autonomy and additional responsibility of coaching other tellers.

Key Accomplishments:

- Streamlined branch operations by organizing paperwork (customer files,

signature cards, bank documents, etc.) and disposing unnecessary customer

information.

- Performed duties of teller coordinator while short-staffed (balancing

ATMs, teller differences, manange and assist tellers, balancing the

vault, and resolving customer issues.)

Joan A. Bulda (cont.)

155 Sage Sparrow Cir. ( Vacaville, California 95687

707-***-**** ( abkbz3@r.postjobfree.com

Bank of America - Sacramento, CA Oct

2001 to June 2003

Senior/Merchant Teller

Same responsibilities as Teller (see below), with more in-depth product

knowledge and familiarity of special services, and vault responsibilities.

Assist business customers with deposit transactions, and work with large

amounts of cash.

Key Accomplishments:

- Actively participated on a team of associates that helped increase Gallup

Scores from 76 to 87 and improved record of successfully passing internal

audits.

- Selected by management to be part of the Certified Teller Program.

- Selected by management to be part of a pilot program for training Teller

Coaches. Became responsible for overseeing and mentoring new tellers.

- Successfully identified three forgeries/fraud in the span of one month.

Bank of America - Vacaville, CA

Jan 2001 to Oct 2001

Teller

Provide basic tellers services to individual consumers. Establish and

maintain customer relationships. Ensure accurate and timely processing of

basic transactions. Promote consumer services and products. Resolve basic

service issues. Follow fraud prevention and security procedures.

Volunteer Experience

Vacaville Youth Soccer League - Vacaville, CA

Jan 2008 to present

Registrar

Responsible for registration of players, coaches and administration of

staff for the soccer season. Compiles and maintains records of players and

coaches. Assists coordinators with preparation of schedules, rosters and

draft lists. Responsible for printing/distribution of rosters, schedules,

registration flyers and forms. Responsible for background checks on all

coaches, assistant coaches and any other person's who will be participating

in the Vacaville Youth Soccer League. Responsible for getting school

approval from the Superintendent of Schools for flyers to be sent home with

students.

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