Customer Service Sales

Stephanie Morales

Email: *********@********.***

Address: **** ********** ***.

City: Long Beach

State: CA

Zip: 90806

Country: USA

Phone: 661-***-****

Skill Level: Experienced

Salary Range: $50,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Stephanie K. Morales

4647 West Avenue J 13 Lancaster, CA 93536 *********@********.*** 661-***-****

Objective:

Seeking a challenging Human Resources position, where my unique leadership experience and education will provide a forum to grow in a diverse organization.

Key Strengths:

* Self-motivated professional with over ten years of extensive business, leadership, and sales experience

* Bilingual, with refined verbal and written communication skills in English and Spanish

* Excellent interpersonal skills, with the ability to work efficiently with others

* Strategic problem solving skills, with experience resolving in-depth issues independently as well as internal and external business partners to find appropriate resolutions

* Interview screening and candidate selection experience for the recruitment of customer service representatives in a Fortune 500 Company

* Resourceful, with the ability to effectively multi-task in a high volume, fast-paced environment and adapt to rapid company changes

* High proficiency in Microsoft Office Programs

Professional Experience:

Customer Service Specialist II, 06/2010- Present

Bank of America Home Loans, Lancaster, CA

-Commit research and resolution team. Correspond with Banking Center Associates and contact various lines of business to resolve complex Mortgage Escalations.

-Research policies, procedures, business guidelines, and documentation throughout the resolution process.

-Schedule follow-ups with customers and business partners to provide status/ resolution in a timely fashion.

-Selected by Unit Managers for job fair candidate selection; involving screening of candidates and initial interviews for customer service positions.

-Selected by Unit Managers to provide on the job training for new hire classes.

Achievements: Commit Year End Performance Award received for Best Adherence for 2011. Global Recognition received for a -Raise Your Hand- Award received. Recognition received for Top 3 in exceeding established cost center productivity.

Customer Service Specialist I, 08/2009- 06/2010

Bank of America Home Loans, Lancaster, CA

-Sales Team, offer bank products, services and fulfillment request.

-Perform account-related transactions, investigate/ resolve customer concerns involving payment processing, escrow, tax, insurance, and modification issues.

-Meet and exceed department sales and adherence expectations in fast paced call center environment by always keeping our customers first and doing the right thing.

-Sub for the Sales Team Manager; de-escalate irate customers and resolve complex service issues.

Achievements: World Class Service Awards received; Top Sales Performer in 11/2009 and 03 /2010.

Sales and Service Specialist, 09/2006- 03/2009

Bank of America, Palmdale, CA/ Las Cruces, NM

-Lobby lead to establish, retain, and deepen relationships with customers and potential customers in a banking center environment.

- Ensure daily and quarterly sales goals are met by coaching tellers; communicate with management to ensure employees are effectively and productively contributing to the overall company direction.

-Support platform servicing in opening new consumer accounts; process teller transactions efficiently and accurately to build customer trust and confidence, based on established policies and procedures.

Customer Service Representative/Dispatch Control, 02/2002-03/2006

Aviation Contract Servicing, Santa Monica, CA

-Dispatch arriving/departing aircrafts, place fuel and catering orders, arrange hotel and transportation reservations for high profile clients and pilots.

-Office Administration: Process and invoice payments, prepare documents, correspondence and FedEx packages; perform clerical duties including filing, organizing, and data entry/retrieval.

-Provide Concierge services for customers and visitors; respond to inquiries regarding building amenities, services, procedures, local dining, and special events.

Education:

University of Phoenix, Lancaster, CA 05/2009-03/2013- BSBM concentration in Human Resources Management

Santa Monica College, Santa Monica, CA 7/2002-10/2003- General Credit Units

Santa Monica High School, Santa Monica, CA 1998- 2002- High School Diploma

References available upon request

Contact this candidate