Customer Service Manager

Maria Isabel Friederichsen

Houston, TX ***** Home 832-***-**** Cell 786-***-****

*********@*****.***

PROFILE

Oriented experience in Financial services as well administrative skills, always meeting the objectives. With leadership skills and a strong background in banking field. Extensive knowledge of financial products and services focused to internal and external customer expectations. Strong attention to detail, prioritizing multitasks and managing responsibilities successfully under deadlines. Able to adapt to changes, ability to convince others. Several years of experience providing exceptional customer service and interacting with high-level of clients. Ability to build a good relationship with clients, coworkers and bosses. Willingness to learn more.

PROFESSIONAL EXPERIENCE

Office Systems International Miami, FL. USA 09/2010 – 02/2016

Administrative Assistant Executive / Front Office / Support Office

Customer service, answering income calls to advice customers related with the company needs as sales, place service calls, place supplies orders and maintenance; solve issues for customers. Responsible for daily billing mailing invoices for customers, reconcile banks accounts. Post payments for customers, maintain client records, collect letters. In charge for income and outgoing post mail, shipping supplies. Manage monthly invoice payments and monthly expenses reports. Daily management including coordinating internal and external meetings as well conference calls. Prepare presentations and documents. Make travel arrangements for executives.

BBVA Bancomer México, D.F. 04/1980 – 07/2004

International Specialist of Direction of Promoting Patrimonial Banking.- 09/1999 – 07/2004

I was responsible for providing, developing and delivering International products and services in USA for Patrimonial Banking area. I participated as Project Manager in the development of a new USA (Visa) Debit card and a Loan and Pledge Agreement. I was in charge to develop policies and procedures manuals. As well as training, coaching and supporting executives with day to day operations and products, solving any issue or doubt from them. I was in charge for 400 bankers a special certification AML (anti-money laundering) program. I worked as liaison between BBVA Bancomer Agency in US and Mexico, to comply, verify and approve with legal regulations as BSA, W-8 BEN renewal and know your Customer (KYC). Follow up US accounts to reduce risks. I was in charge for closing operations with Mercury Bank in Grand Cayman. I coordinated logistical arrangements for courses and seminaries in different cities for all staff every 6 months. (Including agendas, programs, external expositors, flights, hotel accommodations and meals; preparation of meeting materials, awards and presents).

Specialist of Products for Patrimonial Banking. 01/1998 – 09/1999

I was responsible for managing and assisting to General Director with administrative functions and controls in Patrimonial Banking. Responsible for managing calendars, relationships and correspondence; promoting products and services to get goals of Patrimonial Banking, as well as responsible for supporting, coaching, training, solving problems and helping with various monetary transactions to managers for 52 personal branches with 400 employees.

Personal Banker.- 04/1997 – 01/1998

I provided excellent outbound customer service. Responsible for promoting financial products such Checking accounts, Loans, CD’s, Investments, Mutual Funds, Credit cards, Insurances; as well making operations as Wire Transfers, closing operations on AS-400 system.

Investment Financial Advisor Personal Banking.- 08/1990 – 01/1996

Strong knowledge of banking products and services. Manage full-service relationship with clients offering excellence customer service and sale sophisticated financial products as Investments, Mutual funds, Stocks, Bonds and regular products as Credit cards, Insurances, Loans. Always I made my own banking transactions and investment operations on AS-400.

Relations and Credit Manager Assistant .- 08/1988 – 07/1990

Assessment and analyze financial conditions of clients and industry trends. Execute recommendations of lines of credit and loans by presenting to the Loan Committee when required for approval of lines of credit, loans and other credit transactions. Approve loans and other banking instruments within lending authority.

Investments Financial Advisor.- 09/1982 – 07/1988

Promotion and management of investment products as time deposit for a fixed term, Bank deposits money with cash and Savings accounts.

Teller.- 09/1980 – 08/1982

Banking transactions with money handling as payment of checks, withdrawals, deposits, wire transfers, currency exchange; as well as all transactions related with cash and documents.

EDUCATION, TRAINING AND ADDITIONAL SKILLS

UNIVERSIDAD NACIONAL AUTONOMA DE MEXICO (UNAM), México DF

Bachelor’s Degree in Accounting

Banking Courses

Ethics, Anti-Money Laundering, KYC (Know your Customer) USA Regulations, Personal Banking Customer Services, Mutual Funds, Finance, Excellence in Leadership, Sales, Credit, Legal Operations –IMERVAL, Supervision, Senior Business Management, Consumer Lending, Customer Service, Loan Products.

Computer Skills.- Microsoft office, Word, Excel, Power Point, Internet, Intranet, Outlook, AS-400.

Bi-lingual – English and Spanish.

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