Customer Service Representative

Linda Perez

QUALIFICATIONS:

** ***** ******** ******* *** 10 years of financial institution experience. Trained in communication/ customer

relations and time management as well as all phases of general office procedures. Trained in cellular phone

industry and have ability to handle heavy volume of inbound phone calls. Highly motivated, organized, flexible

and dedicated professional with strong communication and problem solving skills. Ability to grasp concepts quickly,

cooperative and eager to learn new skills. Dependable and responsible team player capable of working both

independently and as a member of an integrated team.( NOT BILINGUAL ) !

PERSONNAL EXPERIENCE:

PROFESSIONAL EXPERIENCE

Union Bank of California-Inbound Call Center, Brea, CA 10/2002- Present

Major Leading Bank Institution

Call Center Rep 111

Handled extremely high volume of in-bound calls

Evaluated customer issues for both personal and business accounts, verify the account information based on the

criteria of the bank, ordered ATM cards based on the request of the customer, closed ATM when reported lost

or stolen

Transferred funds from ne account to another within the Union Bank Institution and set up the accounts to

transfer for both the automated system and line banking, assisted customers to enroll in online banking.

Process claims for ATM card purchases that were charged incorrectly or unauthorized by the customer and

electronic claims that were also charged incorrectly or unauthorized by the customer

Review the accounts for waiver of non-sufficient funds and process credit & debit adjustments

Order checks and close out the checks when reported lost or stolen

Process stop payments on checks, electronic debits, auto debits, range stop for lost or stolen checks & on line

banking accounts & process bill pay claims for payments done on line via the web site & if payment was lost or never

received, Employee of the quarter for 2008. Certificate of recognition for referrals goals for all of the years of

employment at Union Bank .

Sprint PCS, Irvine, CA 01/2001-09/2002

Leading Wireless Communications Service Provider

National Account Support Specialist/Customer Care Specialist

• Handled extremely high volume of in-bound phone calls averaging 60 – 80 calls per day Provided

resolution for complex issues related to customer accounts by investigating and performing billing

adjustments when necessary

• Evaluated customer issues and prevented potentially negative customer relationships by offering

credits and/or courtesy minutes, which resulted in saving the customer, assisted customers with their

new activation of new, cellular service.

• Recommended appropriate rate usage plans to customers based on requirements, and often generated

additional company revenue by promoting auxiliary services and features

• Received World C lass Customer award for call quality by meeting and exceeded company standards

Aegis Communications Group/AT&T Inbound Call Center, N. Hollywood, CA 05/2000-12/2000

Telephone Communications for Local Toll & Long Distance

Linda Perez-cont. Page2

Customer Service Representative

Heavy Phone Contact, Inbound Calls for Intrastate & Interstate Long Distance & Local Toll, Select

calling plans, Calling Cards, Process Credit Adjustments, Offered International Dialing.

Robinson-May, North Hollywood, CA 02/2000-04/2000

Major Retail Company

Collector

Called Customer’s Whose Accounts are 30 to 60 Days Past Due, Set-up Payment Arrangements, Process

payment’s major credit cards & checks, and Adjust Credit Guide Lines.

Robinson-May, Lakewood, CA 09/1999-01/2000

Major Retail Company

Call Center Associate

Reviewed Credit Histories, Adjust Credit Limit Guide Lines, Process New Accounts

Based on Instant Credit Applications, and Approved or voided sale Referral purchases.

Argyris Inc. Whittier, CA

Shoe Manufacturing Company:

Administrative Credit Clerk: 02/1999-08/1999

Extensive Credit Clerk Process Returns for Major Corporate Accounts, Issued Checks, Process Credit

Adjustments, Printed customer invoices, and mailed New Accounts Letters.

Process Returns for Major Corporate Accounts, Issued Checks, Process Credit Adjustments, Printed

customer invoices, and mailed New Accounts Letters.

Los Angeles Cellular Telephone Company 1990-1991

Call Center, Commerce, CA

Leading Wireless Communications Service Provider

Customer Service Representative

Heavy Telephone customer inquires, Handled Transmission problems, Issued account

Credits, and Instructed customers on the Use and Programming of their Cellular Wireless

Phones.

EDUCATION AND VOCATIONAL TRAINING

Woodrow Wilson High School, Los Angeles, CA - Diploma

East Los Angeles College, Los Angeles, CA - Unit Certificate

East Los Angeles Occupational Center, Los Angeles, CA – Certificate, General Business Practice

Certificate, Medical Transcriptions

Certificate in Medical Terminology

Los Angeles Cellular, Commerce, CA - Certificate, Customer Service Techniques

Certificate, Turning Around Customer Complaints

RELEVANT SKILLS

Microsoft Word, Microsoft Excel, Microsoft Power Point, Microsoft Outlook, Internet Explorer, Windows 95 - 2000

Data Entry, 10-key by sight, Typing 45 WPM

Personnal Information : 650 Tamarack Ave Unit 2609 Brea Ca. 92821 Home # 714-***-**** Cell # ( 714) 357-

9587 *************@*****.*** (NOT BILINGUAL) !

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