Customer Service Representative

Lauren C. Hanley

**** ********* *** 512-***-****

Austin, Texas 78745 ********@*****.***

OBJECTIVE Finance & Accounting

PROJECT MANAGEMENT / DATA MANAGEMENT / TEAM BUILDING

SUMMARY OF QUALIFICATIONS

. Passionate, flexible and team-oriented professional who possesses seven

years of diverse and increasingly responsible operations management and

team leadership experience, including most recent four-year tenure as

Lead Customer Service Representative for the BBVA Compass (formerly

Guaranty Bank) Call Center.

. Coordinated multiple aspects of highly responsible, solution-driven

customer support in a 50-member call center, providing existing and

prospective account holders and branch team members with an overview of

all banking products and services in addition to resolving routine

inquiries pertaining to accounts.

. Supplement professional experience with Bachelor of Business

Administration in Finance from Texas State University. Study included

Financial Management and Personal Finance.

. Enter any venture focused on success, relying on exemplary financial

aptitude, relationship management, leadership, and communication skills

to exceed organizational goals for customer satisfaction and department

productivity.

OVERVIEW OF FINANCIAL MANAGEMENT APTITUDE

Project Coordination Strategic Planning Research Situation

Analysis

Data Management Administration Scheduling Customer Service

Team Leadership Assessment Organization Client Relations

Communications Coaching Teaching & Training Problem Solving

EDUCATION

Bachelor of Business Administration, Finance

Texas State University ? San Marcos ? 2002

Three-time Dean's List honoree ? Earned Associate of Arts from

Kingwood College

TECHNICAL APTITUDE

Proficient with MS Office and Applications (Word, Excel, Access,

Outlook, etc.)

PROFESSIONAL EXPERIENCE

BBVA COMPASS (formerly Guaranty Bank) (Austin) 2006-2010

LEAD CUSTOMER SERVICE REPRESENTATIVE

Led a team of 50 customer service telephone representatives who assisted

account holders and team members of this bank with 170 branches in Texas

and California. Guided representatives to respond in a calm, courteous,

competent and complete manner in multiple aspects of financial sales and

service in addition to responding to routine account inquiries.

Fielded an average of 50 "escalated" calls per day from peers, serving as

a resource in areas of product and service aptitude and customer

relations skills. Provided an accuracy ratio of 99% of any follow up work

that needed to be completed by taking ownership of calls, listening

patiently and helping to quickly resolve issues.

Guided training sessions with new team members, ensuring they received

optimum levels of preparation to work in a fast-paced, high-volume and

potentially stressful setting. Monitored team members and provide

individual and group feedback on job performance.

Helped Guide Call Center Team to an 88-percent Customer Satisfaction

Score

Ranked in the Top 10 Call Center Team Members for Referrals in 2008 and

2009

UNIVERSITY REALTY INC. (Austin) 2003-2005

OFFICE MANAGER/ASSISTANT BROKER

Assisted in sales and financial management operations for this property

broker, with responsibilities including the drafting and signing of more

than 75 lease and 25 sales contracts per year. Financial aptitude

included preparing commission reports for 10 agents each month.

As a marketing coordinator, managed and updated the company's website

with more than 75 property listings, placed newspaper advertising, and

designed brochures and mail-outs for company listings.

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