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Customer Service Quality

Pittsburg, CA
October 29, 2018

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Levita Lombardo

**** ** **** *** *********, CA **565

Home: 925-***-**** Cell: 925-***-****


I am looking to obtain a challenging position where I can maximize my skills and experience.


46 years experienced in customer service & transaction processing

Received an employee recognition award in 2001 (Super Star)

Self motivated, team builder, problem solver, productivity & quality oriented.

Background includes: post audit, customer service, posting payments, freight invoices, credit/debit/cashier’s checks in processing accounts.

Review & update CTR filed by the branch.

Create new CTR as needed

Maintain customer account profile

Work History

2006 ~ June 2018

Bank of the West Walnut Creek/San Ramon, CA

CTR Specialist II

Review & update all necessary corrections for a CTR filed or aggregated by system before submitting to the IRS.

Processed both exemption & CTR for 2 years, following bank procedures & in compliance with IRS regulations.

Review & research amounts filed & correct it accordingly.

Review different reports to ensure quality of CTR submitted to the IRS.

Review & research processed amounts through E-Vision & touchpoint.

1995 ~ 2006

Bank of the West Walnut Creek, CA

Account Maintenance Lead / Workflow Coordinator

Coordinates workflow, scheduling and training for non-exempt staff

Provides successful completion of job assignments as outlined by the needs of the bank and the BSC/Account Servicing Group.

Ensure that a quality product is produced within established service standards.

Motivates and cross-trains personnel performing an entry-level job function.

Provides input for new processes that will streamline procedures, both present and future, and be an innovative thinker that recommends ongoing improvements to the unit.

Completes special projects as assigned by management.

Has telephone contact with branches and may also have contact with bank customers.

Maintains daily management information system statistics on work processed.

Performs all complex types of maintenance on customer files as requested.

Closed accounts with credit/debit balances and processed cashier’s checks.

1988 ~ 1994

Chevron USA Concord, CA

Transaction Processor

Prepared freight invoices daily for processing. Precoded shipment information to ensure prompt payment to carriers.

Processed carrier invoices in timely manner with 99% accuracy.

Reviewed documents in compliance with billing requirements, returning incorrect invoices to carriers.

Generated several weekly reports as quick reference guide for coding freight invoices.

Performed quality checks, as member of the work group, to ensure data integrity.

1986 ~ 1988

Citicorp Management Logistics, Inc. Concord, CA

Transaction Processor

Processed post-audit freight bills daily ensuring accuracy of charges.

Precoded freight bills of varying complexities following company procedures.

Performed on-line data entry of carrier invoices on IBM system.

1984 ~ 1986

Domor Data Processing Vallejo, CA

Transaction Processor

Entered and verified a variety of documents using different screens and formats to accurately input data.

1983 ~ 1984

Marsh & McClennan Associates San Francisco, CA

Account Receivable Processor

Processed monthly payments & invoices, making adjustments, updating & balancing accounts on ledger cards & systems.

Prepared monthly sub-broker commission report.

Screened files and updated system for necessary changes of coverage.

Reviewed daily cash report and corrected any discrepancies in amounts posted in systems.

1981 ~ 1983

Shaklee Corporation Hayward, CA

Transaction Processor

Entered and verified order invoices, payroll and various documents.

1980 ~ 1981

Sunlife of Canada Wellesley Hills, MA

Transaction Processor

Processed insurance applications entered and verified information to ensure accuracy.

1978 ~ 1980

Department of Education Winnipeg, Manitoba, Canada

Assistant Supervisor / Transaction Processor

Processed student loan applications & prepared statistical reports on volume of processed applications.

Edited application forms to ensure the qualifications of students applying for loans.

1973 ~ 1977

Unemployment Insurance Commission Vancouver, British Columbia, Canada

Transaction Processor / Back Up Lead Operator

Processed unemployment insurance applications and checks; logged incoming and outgoing work.

Education Training & Development

BA History/BS Education, University of Pangasinan, Philippines 1972

Mackay Career Institute, Vancouver, British Columbia, Canada 1973

Chevron Quality Control Action Team, Concord, CA 1989

Teller Training Institute, Concord, CA 1994

Professional Telephone Skills, Bank of the West

Transition from Frontline to Leadership, Bank of the West

Keys to Service, Bank of the West

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