Customer Service Manager

Christine Aquino

objective

Looking for employment within your company

to be able to advance through training and

experiences. A polished profession who is well

organized, detail oreiented and skilled at solving

customer issues. A “people person” who enjoys

helping other learn through training, motivation,

and review. One who enjoys working as part of a

team or working individually. Utilizing

computer skills, which involve Microsoft Word

and Excel, Ten Key efficient, and can type over

40 words per minute.

Experience

2003 Present Bank of America Simi Valley,

CA

Officer: Team Manager, Case Management

A diverse mortgage company that

specializes in home loan orignination and

mortgage banking from the beginning of a

loan to the ver end of the loan process.

Process home loans that requires using

special instructions from different counties

and states within the United States.

Mentored, coached, motivated a team, of 15

plus, to help their performance to provide

excellence service to each customer.

Handled escalations and calls.

Serviced more than 65 calls a day.

Helped borrowers remain in their homes, by

processing payments, referring for Hope

assistance, and giving debt counseling.

Helped borrowers through a postponement

of a foreclosure sale date.

Helped cancel and bill the foreclosure by

talking to attorney’s and utilizing the

foreclosure database.

Researched loans for missing payments.

Utilized different computer funcitions to

process the job effectively and accurately.

Serviced all types of loans from first

payment default to loans that have matured.

Processed Loan modifications

Used the knowledge that was learned

though the years of employment to train

others to effectively to hit the goals for the

company.

Hired and trained associates to learn how to

service the loan to provide the homeowner

with accurate assistance to clear their

delinquency.

Interviewed associates to become dedicated

staff members.

Held team meetings/huddles to help improve

overall performance

Specializes in the use of excel/mircrosoft

office

2002 2007 Cinemark Theater, Inc .

Lancaster, CA

Assistant Manager

The largest worldwide theater chain with

more than 12 billion customer annually.

Managed a staff of 25 to perform their

duties.

Motivated the staff to clean

theaters/restrooms, up sell concession

products, and sell box tickets to customers.

Encourage customers to watch movies on a

frequent basis to encourage client loyalty.

2

Reconciled cash deposits on a nightly

process.

Held employee meetings to give updated

policies.

1998 2002 Wal Mart Stores, Inc.

Lancaster, CA

Layaway Manager

A high pace environment that required a lot

of customer service to the customers.

Managed a staff of 5.

Retrieved packages and accepted final

payments for products placed on layaway.

Led employees through shipping and

receiving packages using a handheld

computer.

Education

1997 1999 Antelope Valley College

Lancaster, CA

General Education

Interests

Gym, computers, and dancing.

Skills/Accomplishments Profile

Took several online courses, to better develop

the advancement of career goals and received

certificates of completion.

Trained the other team managers in their current

role.

Helped associates become a team leader.

Received manager of the month in October 2011.

Received an Officer title in 2011.

3

Received Mighty Manager award for the fourth

quarter in 2011.

4

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