Customer Service Sales

JULIANA ANDREA GOMEZ

***** ** **** ****** *******, FL 33025 954-***-****

Email: abna8x@r.postjobfree.com

SUMMARY

Result-oriented and self-motivated Business Professional with eight years

of experience in implementation of banking products, management of

personnel, and delivery of customer service for corporations and consumers.

Self- reliant and fast learner individual with the ability to meet tight

deadlines, work under own initiative and with minimum supervision.

Demonstrates history of producing accurate and timely results by meeting

stringent company and industry regulations and due dates. Possesses

excellent people, management, customer services, and accounting skills.

Works effectively with all levels of management in a diverse environment.

Reputation for being a flexible individual with ability to easily transcend

cultural differences and to deal with clients in international and domestic

settings

. Communication Skills

. Negotiation Skills

. Training Skills

. Detail-oriented Skills

. Process Improvement

. Analytical Skills

. Customer Service Skills

. Management Skills

. Regulatory Compliance /AML

PROFESSIONAL EXPERIENCE

Citibank N.A, Fort Lauderdale, Florida

January 2009 - December 2009

Sr. Documentation Specialist, American Cash and Securities Hub (ACASH)

Managed the implementation of global projects of cash products, liquidity

products, and electronic banking for Fortune 500 companies. Ensured total

compliance with different countries, bank laws, AML and BSA regulations,

and Citibank's requirements. Trained others and provided feedback to

ensure complete cross training for all staff. Acted as a lead member on top

tier clients' weekly conference calls to follow up on pending items and

provide current status of cash management implementation/update projects.

Acted as back-up for Section Manager and other Sr. Documentation

Specialists. Oversaw, prioritized and coordinated daily workflow to ensure

operating efficiencies were achieved, productivity levels were met and

metrics reflected quality delivery.

Accomplishments:

. Led and participated in global projects originated from the Americas' hub

on process improvement and client satisfaction matters.

. Selected by senior management to assist in the transition of departmental

functions overseas by providing training to twelve new documentation

specialists at the facilities of Citibank in Chennai, India and in the

state of Delaware

. Excelled at building relationships with hub partners and leveraging best

practices of customer service satisfaction to ensure proper delivery and

implementation of products and services to the end customer

. Widely recognized before section manager by platinum clients, account

managers, and relationship managers for providing effective solutions to

customer inquiries within efficient time

Documentation Specialist, American Cash and Securities Hub

October 2006 - December 2009

Completed and reviewed account documentation in compliance with internal

bank policies, international banking regulations, and Anti-Money Laundering

(AML) requirements. Maintained and secured most current information and

authorized signatories on clients' accounts. Participated in testing of new

features and functions for proper management of documents and delivery of

services. Maintained and distributed detailed status of reports about

projects currently in queue, responded constructively and personally to the

concerns from clients and followed-up with other internal units regarding

approvals of due diligence documentation. Provided superior service and

timely resolution for complex issues by interfacing with relationship,

account, and product management Reviewed and processed client tax

documentation, performed data analysis in Excel, maintained database and

participated in team meetings and training.

Accomplishments:

. Successfully supported global corporations with the implementation and

documentation of investment/liquidity products, collections/receivable

products, and electronic banking products

. Effectively managed different implementation projects for global

corporate clients with Citibank international branches

. Served as main point of contact for Citibank Latin American branches to

answer questions related to completion of account opening requirements in

Latin American, North American, Asian Pacific, African, and European

Countries

. Served as Subject Matter Expert for Electronic Check Deposit and

overnight investment products for LATAM region between year 2006 and 2008

. Received Citigroup award for Project Management on Funding Efficiency

Project in March 2007

Convergys Corporation, Tamarac, Florida

May 2003 - October 2006

Supervisor - Team Leader, Call Center Operations for MasterCard

International and Cingular Wireless Programs

Supervised, led, and managed personnel responsible for serving as focal

point for customer inquiries and sales support. Managed day to day

activities within the department including scheduling of work hours,

evaluation of service levels, and training. Completed performance

appraisals and implemented corrective actions. Monitored, identified and

resolved performance, behavior and attendance issues by coaching and

develop agents to maximize performance. Ensured that problems of different

complexity were resolved. Served as point of escalation for a team of 15 to

25 members. Led team meetings on a regular basis. Evaluated quality of

calls received by direct reports and participated in quality control

sections with senior managers. Established courses of actions for team

members to achieve specific goals related to high quality in customer

service, increase sales revenue, and reduction of service cancellations.

Conducted interviews of future employees, and provided assistance in the

completion of the hiring process and maintenance of employee records.

Accomplishments:

. Secondary Sales Support team under supervision was awarded the first

place in sales and high quality in customer service nationwide

. Earned award of Top Team Leader 2004-2005 for DMeC Cingular in May 2005

Customer service representative/ Floor Support

April 2002 - May 2003

Cingular Wireless and AT&T Wireless programs

Answered calls from new AT&T and Cingular wireless customer. Served as

integral member of sales team. Listened to customer's needs and concerns.

Confirmed customer understanding of the solution and provided additional

customer education as needed. Met customer's requirements through first

contact resolution. Ensured high quality and timely expedition of

customer's requests by effectively transfer misdirected customer calls to

appropriate departments.

Accomplishments:

. Excelled at becoming an integral part of the sales team for Cingular

Wireless and AT&T Wireless programs by responding to customer service

inquiries and leading in product sales in the secondary sales support

group

. Earned award of Top Performer AWS Virtual Channels in September 2004

. Earned award of Top Performer CW Secondary Sales Support First Quarter

2005

EDUCATION

Nova Southeastern University. Davie, Florida April 2008 - Present

Course work, Master of Accounting

Expected graduation date: August 2010

Florida International University. Miami, Florida May 2004 -

August 2006

Bachelors of Business Administration (BA) Double Major in International

Business

And Management

Miami-Dade College, Miami, Florida

August 2001 - May 2004

Associate in Arts (AA): Business Administration

MEMBERSHIPS

. Member of the Association of Certified Fraud Examiners

ABILITIES

. Knowledge in Anti-Money Laundering Regulations (AML), Bank Secrecy Act

(BSA), USA Patriot Act

. Proficient in Microsoft Office: MS Word, MS Excel, MS Power Point,

Siebel, CRM, MS Outlook, and Internet

. Oral and written fluency in English and Spanish

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