Customer Service Manager

Ana C. Quiroga

**** ******* ***** 954-***-****

Tamarac, FL 33321 ***.****@*******.***

A highly motivated professional with experience in Financial Institutions

performing various clerical and routine accounting tasks in support of an

operating unit, to include posting entries, verifying and reconciling input

to financial reporting system output, processing payments responding to

inquiries. Accurate, Self-motivated, detail-oriented, and organized.

Recognized as a self-starter, proven ability to work under pressure with

attention to detail and meeting critical deadlines. Strong analytical and

problem solving skills. Quick learner enjoys challenges and works well

independently as well as collaboratively in a team.

Bilingual Spanish/English

CORE STRENGTHS

Strong Attention to Detail Strong Organizational Skills

Multitask

Ability to prioritize job tasks Accurate Detail Oriented

Cash Handling

Effective Time Management Demonstrate Proven Solving Skills and

decision-making

Computer Skills: MS Excel, MS Word, MS PowerPoint, MS Outlook,

QuickBooks

CAREER HIGHLIGHTS

. Accurately and confidentially recorded high volumes financial

transactions and payments in a timely manner. Filed records, charts

and departments records in accordance with company policy; efficiently

tracked office inventory resulting in cost control purchases.

. Selected and Promoted by Management to Department Team Leader based on

overall knowledge of department operations.

. Contributed to an image of credibility and trust; created customer and

staff loyalty.

. Researched and Resolved out of balance proof sheets for staff of

eight.

. Researched and Resolved customer inquiries resulting in increased

customer satisfaction.

. Responded to inquiries and resolved internal and external complains.

. Training new employees; integral in motivated Team Members.

Implemented and provided cross- training to employees increasing

confidence and productivity.

. Met and exceeded Department Customer Service Level Agreement

(approximately 1500 service requests/day). Maintain an error rate of

less than 2%.

. Served as JP Morgan Chase Merger Team participant as a Subject Matter

Expert providing department's process, products and procedures

training.

EXPERIENCE:

MERCANTIL COMMERCEBANK 2007 - 2009

Miami, FL

Project Management Office Support Administrator

Responsible for receive and classify Program Managers confidential

information. Accurate and in accordance with Bank's procedures update

Projects, Employees Records and Reviews. Key data internal and external

cost for Bank's projects. Prepared and provided weekly and monthly

reports to the PMO Manager. Trained on additional department procedures.

. Contributed to an image of credibility and trust; created customer

and staff loyalty.

. Ability to set priorities; followed up on special projects and

tasks.

. Prepare expenses reports and related documents for Department's

Manager.

Ana Quiroga ***.****@*******.*** 954-***-****

Page 2

WACHOVIA BANK

POMPANO BEACH FLORIDA 2007 -

2007

PROOF CLERK -PART-TIME

Accurately processed and proofed accounting documents received from

banking centers and other sources. 10-key by touch skills. Verified and

prepared batches. Met and exceeded department's standards.

SUNTRUST BANK 2006 - 2007

WESTON, FLORIDA

FINANCIAL SERVICE REPRESENTATIVE 3

Prepared routine administrative paperwork. Verified and maintained

customer financial accounts records. Ensured that tellers follow Bank's

security policies at all the time. Followed policies and procedures

referring checks beyond Teller's authorities. Researched and Resolved

customer financial inquiries resulting in increased customer

satisfaction. Opened and Closed Branch following Bank's security

procedures

JPMORGAN CHASE

1995 - 2006

LONG ISLAND, NEW YORK

DEPT SERVICES OPERATION TEAM LEADER (2003-2006)

DEPT SERVICES PROCESS OPERATIONS CLERK (2002-2003)

Supervised, coordinated and prioritized the workflow for team of 8 in a

Retail Banking environment. Researched and Resolved out of Balance proof

sheets for Process Operations clerks. Balanced department's monetary

transactions and clear all interdepartmental accounts daily (over $10

million/day). Reconciled general ledgers entries. Met and exceed

Department Customer Service Level Agreement (approx.1500 service

requests/day). Processed team payroll Maintained an error rate of less

than 2%. Ensured all e-mails, (executives, escalation and complains) are

responded to and resolved in a timely manner.

. Worked with staff to ensured department was prepared to pass Bank

audits.

. Responsible for providing daily operation support to branches

associates.

. Training new employees; integral in motivated Team Members.

Implemented and provided cross training to employees increasing

confidence and productivity.

. Served as JP Morgan Chase Merger Team participant as a Subject

Matter Expert providing bank's products and procedures training.

. .Worked with staff to ensure all security, control policies and

procedures are followed thereby reducing risk to the Bank.

DEPARTMENT SERVICES PROCESS OPERATIONS CLERK

Posted financial transactions. Processed A/P. Daily balanced individual

monetary transactions. Cross-trained in all functions. Met and exceeded

Customer Service Level Agreement. Promoted to Team Leader.

CHASE AUTO FINANCE - PAYMENT SERVICES REPRESENTATIVE (2000-2002)

Accurately processes high volume of A/P in and accurate and timely

manner. Prepare batches for processing which involved sorting, running

tapes to verify counts and totals entry.

JP MORGAN CHASE BANK CLIENT ASSOCIATE TELLER (1995-2000)

Handle cash and cash related transaction record. Credit Cards, Loan

Payments. Adhered to operational controls, including legal, corporate and

regulatory procedures. Maintained accurate record keeping. Daily Balanced

individual monetary and financial transactions.

EDUCATION:

Queensborough Community College, Bayside, New York

AAS in Accounting

PC Professor

JP Morgan Chase Training at Work

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