Customer Service High School

PO Box ***, Atascosa, TX 78002210-***-****(**********@*******.***

Rebecca Mota

Objective

Looking to obtain a rewarding and challenging position in which I can

apply my extensive Customer Service skills. Well organized, excellent

written and verbal communication skills and the ability to adapt well

to a fast-paced work environment.

Experience

Dec 2013 - Present Bank of America

San Antonio, TX

Customer Service Specialist I - Retail Deposits

Provides customer solutions by providing seamless delivery of service,

and/or fulfillment requests by answering calls, text messages or

emails in a contact center environment.

Performs routine account-related transactions. Involves referring

customers to the appropriate line of business for products not

supported.

May be required to solve problems and investigate/resolve a wide

variety of issues and requests that include gathering additional

information, setting expectations and working with other support

organizations to fulfill the request. May handle escalated issues by

successfully navigating the organization to resolve customer requests.

Routes, maintains and tracks outstanding servicing requests and

provides thorough follow up. Accountable for the successful resolution

of all customer requests.

Manage difficult situations effectively

Nov 2010 - Nov 2013 JP Morgan Chase

San Antonio, TX

Customer Service Specialist - Correspondence and Disputes

Provide personalized customer service to meet or exceed clients' time

and quality expectations.

Execute transactions promptly and accurately respond to client

requests and inquiries generated from various correspondence channels

such as mail, fax, etc.

Assisting Dispute Resolution Team by taking calls when necessary

Make decisions to adjust customer's existing line of credit based of

credit based on analysis of information and through discussion with

the customer.

Manage difficult situations effectively

Maintain a high level of knowledge that relates to Chargeback and

Retrievals regulations for Visa and MasterCard.

Research problems to determine the root cause and provide a viable

solution.

Analyze transactions, deposits, statements and account information in

order to resolve and provide solutions for customers.

June 2009 - Sept M.C. Dean San Antonio, TX

2010

Receptionist

Answered telephone and electronic enquiries and forwarded telephone

calls and messages to appropriate person.

Greeted visitors, determine nature of dealing and send visitors to

correct person.

Set up and uphold manual and automated information filing systems.

Open and distribute incoming regular and electronic mail and other

material and co-ordinate the flow of information internally and with

other departments and organizations.

Order workplace supplies and maintain record.

First point of contact for employees for time and attendance and

payroll.

Process payroll and maintain payroll information as required:

Date entry for all time and attendance and personnel transactions such

as new hire, termination, leave of absence, benefits deductions,

garnishments, etc.

Vendor transactions including, flexible spending, 401(k), etc.

State and Federal taxes, including quarter and year-end

reconciliations.

Gross to net calculation, audit and balancing.

Prepare and maintain related payroll records and reports.

Education

High School Southwest High School San Antonio, TX

Diploma

27 College Hours University of Texas at San Antonio San Antonio, TX

4 College Hours Northwest Vista College San Antonio, TX

References

Julie Huerta, 210-***-****

Merlinda Valdez, 210-***-****

Blain Michel, 225-***-****

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