Manager Customer Service

Unique J. Herrera

Phone: 315-***-****

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

Syracuse, NY 13207

Objective

To gain employment that will allow me to display my passions to serve and uplift others, while utilizing my strong organizational and analytical skills, sales/customer service background, and my ability to work exceptionally well with people.

Work History

11/2010 to 06/2011, Personal Banker, Wells Fargo Bank, NA, Hermitage, Tennessee

I created in-depth conversations in person and by phone with customers and potential customers in order to maximize on assigned goals and company standards. I met with customers at the bank and at their places of business in order to manage needs at the customer’s convenience. I engaged in daily projects including building and managing lifelong customer relationships, understanding customers’ financial needs and showing them how to get the greatest possible value from the products and services offered. I analyzed current customer profiles and proactively contacted customers with product recommendations. I was a community banker responsible for budget planning, creating new business and repeat business for credit cards, new consumer insurance referrals and loans and lines of credit. In addition, I spent at least 5 hours per week coaching and motivating tellers to spot opportunities for new products and financial reviews. I had weekly one on one coaching sessions with each of my tellers and was committed to doing daily assessments on myself and at least 1 other employee each work day.

Achievements: Two consecutive Star Awards for outstanding customer service. Number one banker in the Nashville, TN district for 2 consecutive quarters, nominated for New Manager Training commencing June 2011.

11/2009 to 11/2010, Senior Credit Manager, Credit Manager, Wells Fargo Financial, LLC, Jackson, Tennessee

I utilized referrals and company provided sales leads to sell customers a variety of financial service products including: unsecured personal loans, credit cards, real estate and auto loans. I worked with customers by phone and in person to assure success throughout the credit application and approval process.

Achievements: Promoted to Senior Credit Manager within the first 90 days of employment. Submitted 1.4 million in real estate volume and reached 663,334.00 in individual sales from Jan - July 2010. Chosen as Cross Sell Captain, which required me to assist team members with marketing and profiling strategies during client consultations when needed.

08/2007 to 12/2009, Account Manager, Account Representative, Portfolio Recovery Associates, LLC, Jackson, Tennessee

I worked in a fast paced, call center environment and was responsible for meeting all standards in regards to dials made, accounts worked, and the company’s consistently rising monthly goals. I made back to back outbound collection calls, handled inbound customer service calls, processed client banking/credit card information for account repayment, negotiated debt settlements and payment arrangements, verified assets for the company's litigation team, and handled client disputes.

Achievements: 2007 Rookie of the Year. First Account Manager to meet metrics for Senior Account Executive in the Tennessee Regional Office which housed approximately 329 employees. Consistently exceeded monthly goals by at least 65 to 100 percent. Team MVP 2008 and 2009. Member of PRA’s “Elite 25” from 3/2009 to 12/2009 ranking 19 out of 2850 employees companywide.

06/2002 to 11/2004, Assistant Manager, Loan Assistant, Loan CSR, Check Into Cash/CIC Financial, LLC, Jackson, TN/Humboldt, TN

I was responsible for the booking and closing of small personal loans, check disbursements, check advances, basic office upkeep, phone and field collections, field marketing, over the phone loan solicitations, in-store customer payment processing, cash drawer balancing, nightly bank drops, customer service, and credit and financial reviews.

Unique Herrera, Work History, cont’d

03/2018 to 06/2018, Check-In Agent, USBC Open Championships, Syracuse, New York

My day to day duties include greeting patrons on arrival at the check-in area, answering any queries bowlers might have about their bowling assignment, checking and issuing membership cards, keeping bowlers updated on any changes to lane assignments, bowl times, or entering averages, directing patrons to the correct area for the competition, following all USBC policies and procedures regarding any aspect of the championship tournament.

04/2017 to 12/2017, Communication Assistant, Communication Services for the Deaf (CSD), Syracuse, New York

I provided quick and accurate captions during telephone conversations of deaf or hard of hearing clients within an inbound call center using voice-recognition technology. I was required to multitask by first, listening to hear audio, voicing what is heard, then proof-reading and correcting developing captions – simultaneously. I monitored technical issues on calls and reported to appropriate staff. I relayed the contents of all calls as accurately and as quickly as possible without intervening in the conversation all while maintaining strict consumer confidentiality and professionalism.

08/2016 to 12/2016, Substance Abuse Admissions Counselor Intern, Crouse Hospital Services, Syracuse, New York

I was a part of an intake team observing individuals and working with staff to carefully evaluate the level of care required and to arrange for admission to the program most appropriate for the patient’s needs. I listened to clients describe their problems and what caused them to engage in addictive behavior within in private and group counseling sessions. I discussed ways to cope and potentially incorporate methods, such as 12-step programs, to help clients toward recovery with staff. I observed in-depth assessment interviews and the recommendation process.

01/ 2016 to 05/2016, Marketing/Fund Development Intern, Girls Inc. @ the YWCA of Syracuse, Syracuse, New York

I performed grant research and writing; assisted with content of newsletters, brochures, flyers and handouts. I created, updated and maintained entries into the donor database; drafted program-specific correspondence; researched and developed sponsorship/ opportunities for Girl’s Inc.; helped execute and market the YWCA’s annual event to eliminate inequality and racism; provided additional miscellaneous general administrative support within my assigned department, as needed.

06/2015 to 09/2015, VBS Camp Instructor, The Salvation Army, Syracuse, New York

I was responsible for sharing daily Bible lessons with school age children from 7 to 11 years old. I handled basic administrative tasks (pick-up authorization notes, sign-out sheets, attendance, etc.). I followed the daily schedule for my designated small group, lead small group time with completion of student manuals, read from the Bible, reviewed memory verses, prayed and talked with the children daily about spiritual truths, and directed outdoor games and field trips throughout the summer.

11/2004 to 11/2007, Direct Care Staff, Bios of TN, LLC, Jackson, TN

I provided aid to individuals with disabilities or chronic illnesses who needed direct care within the home and while in the community. I assisted individuals with their daily living and provided safety as well as comfort. I administered routine medications as directed, acted as a transporter, and recorded daily all information regarding progression or regression in client's behaviorisms. I scheduled and escorted individuals on medical appointments. I chaperoned local activities, out of town trips, and out of state overnight vacations. I provided assistance with basic tasks such as bathing, dressing, grooming and eating. I helped with home management tasks such as preparing meals, grocery shopping, and cleaning.

Volunteer History

Vera House, Inc., Feb 2017 – Present, Cause: Civil Rights and Social Action, Position: Family Court & Crisis Call Advocate

Syracuse Peace Council, May 2016, Cause: Civil Rights and Social Action, Position: Data Entry Clerk

Unity of Syracuse. NY, Aug 2015 - Present, Cause: Environment, Position: Community Restoration/Upliftment

The Samaritan Center, Oct 2015, Cause: Poverty Alleviation, Position: Food Service

The Rescue Mission, Jul 2014, Cause: Poverty Alleviation, Position: Garment Sanitation

Education

08/2017 to present, Nutrition & Clinical Dietetics, Syracuse University, Syracuse, NY

01/2015 to 05/2016, Human Services/CASAC, Onondaga Community College, Syracuse, NY

References

Fanny Villarreal, Executive Director, YWCA Syracuse & Onondaga County, 315-***-****

Nancy Chalone, Chemical Dependency Clinical Supervisor, Crouse Hospital, 315-***-****

Dr. Ednita Wright, Human Services Professor & Teacher Education Dept. Head, Onondaga Community College, 315-***-****

Flavia Rey de Castro, Program Development Supervisor, YWCA Syracuse & Onondaga County, 256-***-****

Majors Anita & John Stewart, Citadel Corps Officers (Clergy), Salvation Army Syracuse, 973-***-****

Cedric Person, Senior Account Executive, Portfolio Recovery Associates, LLC, 731-***-****

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