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Customer Service Employee Relations

San Diego, California, 92128, United States
December 10, 2018

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PO BOX ******, San Diego, CA 92150 Phone 858-***-**** FINANCIAL LEADERSHIP RISK MANAGEMENT PERSONNEL DEVELOPMENT Results-oriented and top-performing professional committed to providing unrivaled client service, advanced loan expertise, and superior business acumen. Proven track record of maximizing business opportunities and consistently exceeding corporate fi- nancial performance goals. Accomplished in identifying and capturing opportunities to increase revenues and improve profit contributions. Demonstrated success in building genuine rapport and ensuring exceptional levels of customer satisfaction. Tech- nically proficient in, Windows, and Microsoft Office . Fluent in English and Farsi

Risk Assessment Strategic Planning Productivity Improvement Staff Training & Coaching

Key Account Management Credit Analysis Delegation & Prioritization Professional Networking

Regulatory Compliance Lender Relations Client Confidentiality Negotiation PROFESSIONAL EXPERIENCE


JACK IN THE BOX, 9330 Balboa Ave, San Diego, Ca, 92123

(10/2005 - 06/2016)

Providing support, evaluating, and resolving Internal and external service and food quality issues encompassing multiple areas to in- clude but not be limited to investigating and handling of claims and allegations of illness / foreign object, injuries, product quality, debit credit issues, food safety concerns, and safety issues, Training and coaching of frontline and Senior Reps. Provide coaching and training for employees and management on and off the field in regards to Corp offices Policies and procedures. Provide high levels of guest service consistently, handle constant flow of calls and maintaining a patient demeanor at all times, evalu- ate incoming calls quickly, analyzing the situation and determining the best course of action. Demonstrate patients and professional- ism when speaking with a "difficult" customer and staying focused on the end result of customer satisfaction. Conveying concise and clear communication and feedback to both internal and external guests as well as other team members, managers, Area Managers, Franchise Operators. Maintaining partnership focus with restaurants. Receive incoming calls on Ethics Hotline, make a formal report documenting internal employees concerns and providing information to appropriate departments. Working directly with over 2300 location, managers, franchise owners, area managers, VPs, AVPs . Creating legal reports and investigation documentation for Franchise owners, Corp Mgmt. and Area Managers. WASHINGTON MUTUAL BANK, San Diego, CA

SENIOR LOAN COORDINATOR (2002-2005): Processed and underwrote retail mortgage loans that originated in various branch- es throughout the country. Carefully analyzed credit reports, tax returns, financial statements, appraisal reports, escrow instruc- tions, and title reports; reviewed all loan documentation to proactively identify and prevent fraud. Monitored and tracked loans; kept customers/originators informed during the loan approval process. Followed up with closers to ensure that files were com- plete and able to fund. Trained other loan officers on company standards and best practices.

Effectively directed a pipeline of over 330 files.

Successfully funded up to 40 files a month, well over the company standard of 22. WASHINGTON MUTUAL BANK / HR- RECRUITING

9/2000 - 10/2002 Washington Mutual Bank, San Diego, CA Complete working knowledge of People Soft/Recruit Soft. Open and close requisition for various positions in Consumer Bank. Re- gional HR Business Partner, Employee Relations, Consulting Branch Management and all other financial center staff, Advertising Via magazine, news papers, and internal. Advise over 70 branches, regarding HR procedures to ensure compliance with Federal, State, Local and company policies. Advise and counsel prospective employees and managers on various company policies including; bene- fits, compensation, and general policy. Prepare new hire material and packages and conduct field training for new managers. Conduct preliminary (behavioral & information) interviews to determine applicant's qualifications for exempt and non-exempt levels. GLOBAL RESOURCE INVESTS / ASST BROKER/REGISTERED REP. 4/1996 - 1/2000

Assisted 25 brokers making sure all trades were through correctly by markets end. Managed the cashiering Dept. Opening and closing mutual fund accounts, making sure customers have complete knowledge of each mutual fund Performance and productivity. Explaining the diversification of the mutual funds and how a portfolio is managed, Helping the investor make sound investment decisions by helping them know their way around a fund. Providing Information about fund distribution and tax implications of mutual fund distribution. EDUCATION & LICENSE


Series 6 and 63 licensed (expired)

Serve Safe licensed

Certified Diversity training

Certified Loan Processor

Certified Customer Service Training

Certified WAMU Recruiting training

Real EstatePractice Certified

PMP training

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