Customer Service Representative

ROCIO SOSA

**** ********* **

Valrico, FL *****

Phone: 813-***-****

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

Detail oriented professional with over 10 years of customer service experience

including deep background as a bilingual Senior Customer Service Representative.

Successful in problem solving, strong coordination and organizational skills, ability

to multi-task and toggle into various systems.

Extensive knowledge and experience with specialized banking systems.

PROFESSIONAL EXPERIENCE

BANK OF AMERICA, Tampa, FL 09/06- Present

Escalation Center of Excellence (ECOE)

• Completes complex account research and troubleshooting throughout the call

• Handles deceased deposit calls, researching and proving deceased case status to decedents and other

line of business associates

• Ability to probe effectively and setting correct expectations to fulfill the request

• Ensures all calls are resolved in compliance with industry regulations and bank procedures

• Acts as supervisor to assist customers, banking centers and other lines of business’s associates with

escalation calls

AWARDS/ACCOMPLISHMENTS:

• Ranked #2 in the ECOE K-Performance List 9/2013

• Ranked Top 20 on the K-Performance List 10/2013- 03/14

• Team #1 K-Performance of the month 01/2012

• Group Asset (Associate Spirit Satisfaction and Engagement Team) Member 2009

• Honored for Recognition Cards sent 58 Spirit Cards and received 40 from associates and customers

2008

BANK OF AMERICA, Lincoln, RI 04/05-09/06

Sr. Premier Customer Service Specialist

• Excellent organization skills, use of good judgment and decision-making skills

• Answers calls and responding to request from Premier clients and Client Managers

• Performs routine account related transactions such as account maintenance and other transactions

follow up

• Generates new business relationships by opening new credit cards, checking and savings accounts

• Informs customers of fundamental information regarding their personal Loans and consumer

accounts recommended of accounts that would better suit their needs

• Acts as OJT (On the Job Training) mentor for new hires

AWARDS/ACCOMPLISHMENTS:

• Awarded “Raving Fan Award” for delivering exceptional service to clients for 5/06 and 4/06

• Elected to represent my team in a town hall with Senior Executive John Quinn 2005

• Recognized for overtime worked during several sprints 2005

BANK OF AMERICA, Lincoln, RI 08/03-04/05

Customer Service Associate II-Spanish Gate Department

• Establishes good relationship with both Spanish and English speaking customers

• Translates Spanish incoming and outgoing calls, interacting with other departments throughout the

organization

• Establishes and maintained effective, highly-successful client communications

• Enters Electronic Fraud Claims for Debit Card transactions

VOLUNTEER:

• Relay for Life- American Cancer Society 2011-2014

• March of Dimes Volunteer and captain 2003-2008

• Adopt-a-Family group Volunteer and Captain 2003-2006

• Environmental Network Organization Volunteer 2006

• Part of the HOLA (Hispanic/Latino Organization for Leadership and Advancement) 2006

• Part of the Rhode Island Diversity Network 2006

EDUCATION:

JOHNSON & WALES UNIVERSITY, Providence, RI 1998-2003

Major: Associate Degree Computer Business Applications Minor: Psychology

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