Customer Service Quality Assurance

Kelli Lopez

**** **** ******* *****

Elk Grove, CA 95624

Phone: 916-***-****

E-mail: *****.*******@*****.***

Objective: To obtain a position that will enable me to use and expand

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my strong organizational skills, customer service, educational background

and ability to work well with other people.

QUALIFICATIONS AND ACHIEVMENTS

Abundant Customer Service background

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Heavy sales experience in financial products, such as traditional banking

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products, loans, mortgages, brokerage, investments and a wide variety of insurance

products.

Exceptional written and oral communication skills, excelling on the

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telephone.

• Obtained the highest award for performing amongst the top 2% of bankers in

all areas surrounding sales and customer service.

On multiple occasions, I earned the Quality Assurance Award for receiving

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100% in all areas of call monitoring including customer satisfaction and meeting

the criteria set by Wells Fargo.

Proficient analytical abilities.

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WORK EXPERIENCE & ACHIEVEMENTS

Legacy Account Manager 10/2012 to 2/2013

Paramount Equity Mortgage

• Uncover customer’s financial needs and find ways to help them save money

on their mortgage, energy bills and insurance needs.

• Contact those who were looking into home financing options in the past,

follow up and re-tee them to a licensed specialist to proceed with application

process.

• Follow up with past customers to show them the financial benefit to installing

solar panels on their homes.

• Follow up on mortgage and solar leads to ensure the files are being worked

accordingly and moving through the proper steps to ensure the sale closes and

funds.

Personal Banker 08/2009 to 04/2011

Wells Fargo Bank Promoted

• Exceed sales goals by building and maintaining customer relationships.

Helped customers find a solution for complicated financial situations they

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were facing, by uncovering the full breadth of a problem and analyzing the

situation to find what would work best to fix the issue at hand.

• Achieved 100% customer satisfaction in Gallup surveys and polls. Questions

were focused on how satisfied the customer was with my professionalism,

ability to solve a problem the first time and overall satisfaction with the

service they received.

Premier Phone Banker 12/2008-08/2009

Wells Fargo Promoted

• Performed at platinum levels in all aspects of my position. Including; average

handle time, adherence, sales goals, close rate, partner referrals and quality

assurance.

• Coach other bankers who were struggling in a particular area of performance

so that they could improve. Bankers would shadow me so they could see the

approach I took, as well as I would sit with them to provide feedback in areas

of opportunity.

• Reached the maximum bonus each quarter for reaching the highest levels in

quality assurance, referral rate, partner referrals and average handle time.

Phone Banker 1 03/2007-12/2008

Wells Fargo

• Obtained the highest award for performing amongst the top 2% of bankers

consistently for a year.

• Continually performed above the highest level of standards.

• Helped customers with questions or issue they may have pertaining to their

banking relationship with Wells Fargo.

• Found sales opportunities that would benefit the customer while servicing

their account.

• First point of customer contact to ensure seamless service.

EDUCATION

Cosumnes River College

• Degree in progress with a focus in Psychology and English.

Contact this candidate