Customer Service Sales

_ Anecia D. Ball

***** ************ **. *. ************, FL 32218 ********@*****.*** 904-***-****

Objective

To obtain a position that will enable me to use my strong organizational skills, educational background, and

ability to work well with people.

Education

Some college Bachelor of Applied Science – Business Management (Florida State College)

Skills & Qualifications

Subject matter expert in Banking, Online & Brokerage Organizational skills and detail oriented

curriculums.

Superior ability to communicate effectively both orally Positive can-do attitude and superior customer

and in writing. service

Awarded Employee of the Month recognition for Distinguished ability to adapt within an ever-changing

meritorious service, professionalism and altruistic dynamic environment as a member of the Nighthawks

behavior. overnight banking/brokerage team.

Superior problem solving and decision-making ability Ability to execute under pressure and within

deadlines

Professional Experience

Bank of America/Merrill Lynch

Client Specialist (April 2011-March 2013)

Jacksonville, FL

• Deliver high quality customer service stressing client focus, product knowledge, and problem

solving with a strong emphasis on point of call resolution.

• Effectively resolve client questions and research requests while proactively identifying additional

needs and opportunities to enhance client relationships.

• Accurately perform money movement and other financial service requests as needed while

maintaining a keen focus on client security.

• Demonstrate a cooperative and professional work attitude while adhering to department phone

based metrics requirements, such as schedule adherence, call tracking, and accuracy.

Enhanced Recovery Company, LLC

Collections Associate (April 2010-April 2011)

Jacksonville, FL

• Conferred with clients by phone to determine reasons for late expenses and to review terms

of sales, service and credit score contracts.

• Traced delinquent clients to new addresses and locales via inquiries submitted at various

service providers and the questioning of relatives or neighbors.

• Arranged for financial debt reimbursement or establish reimbursement schedules, based on

clients’ economic situations.

• Followed strict Company policies and procedures at all times, ensuring that legislative

requirements were met.

Citibank, N.A.

Judgmental Credit Analyst (August 2007-March 2010)

Jacksonville, FL

• Performed judgmental reviews on portfolio accounts to determine credit worthiness.

• Made decisions to reinstate previously closed or revoked accounts and

communicated decisions to accountholders.

• Determined if Adverse Actions (credit line reductions, suspensions, revocations)

should be taken on accounts and effectively communicated difficult messages to

clients while maintaining client engagement.

• Managed inbound and outbound calls to obtain additional relevant information

w hile utilizing effective interviewing techniques and building client relationships .

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