Customer Service Sales
Resume:
Carol Ann Perez
Sugarland, TX 77479
***************@*****.***
Client –focused, bilingual service professional recognized for a highly structured,
CAREER SUMMARY
results driven work ethic. Accomplished manager and trainer with exceptional
communicative skills who is committed to a disciplined, yet flexible team focused
environment.
University of Houston-Clearlake
EDUCATION
Bachelor’s Degree-Behavioral Science
EXPERIENCE
7/2005-Present JPMORGAN CHASE Houston, TX
Client Service Account Manager- Corporate Mortgage Finance
Manage a portfolio of Corporate Mortgage and Title Company clients as primary and
co account manager. Primary responsibilities include: treasury service
implementations, account opening, account closing, wire/ACH research, document
preparation, KYC due diligence assistance to sales, new client onboarding, account
research and OFAC resolution, identifying cross- sell opportunities based on client
demand. Worked in partnership with sales, senior management, risk, operations,
retail, and implementation to assist in the client banking relationship. Participate in
join client calls with Client Executives and Treasury Sales Management Officers.
Client Service Professional-Commercial Real Estate
Manage a portfolio of 23 Commercial clients by serving as the primary point of
contact for each client. Primary responsibilities include the following: opening and
closing of accounts, research and resolution of Customer's DDA/Treasury inquires,
overdraft research, preparation and collecting accurate account documentation from
clients, assist in implementation of Treasury products. Additional duties: participate
in specific projects as assigned by Client Service Management, KYC due diligence to
sales, work independently while escalating more complex issues as appropriately
necessary to resolve client requests in a timely manner, identify products and
services that benefit clients and improve overall relationship profitability, and
participate in join client calls with Client Executives and Treasury Sales Management
Officers.
Loan Operations Senior Specialist-Business Banking
Provide client service by analyzing, researching and resolving inquiries regarding all
Business Banking loan servicing, policies, procedures and services. Primary
responsibilities: Handle escalated in-bound service calls from market representatives
requiring loan servicing within established service levels, maintain productivity
standards, report statistical daily, weekly, monthly and year to date volume to
management. Process other routine Loan Servicing maintenance during low volume
times. Serve as a mentor and train new employees. Other duties as required by the
position during staff shortages.
Customer Service Senior Specialist
Assist internal and external clients globally with transaction inquiries, extensive
accounting research, and managing customer escalations in regards to international
and domestic collections in a timely manner with a superior level of accuracy and
professionalism. Worked in conjunction with team members to consistently exceed
service level agreements. Served as a mentor and trained new employees.
Spearheaded special projects including Voice of the Customer and Aids Walk
Houston.
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8/2003-11/2004
CARRABA’S Clearlake, TX
Trainer
Trained new employees both at my location and in new store openings for front of
the house responsibilities, including server and hostess functions. Followed a daily
curriculum assigned by corporate headquarters, providing coaching and feedback to
the trainee. Provided daily testing to discern retention. Proposed my approval/denial
of the trainee’s development, and if more training is necessary. Trained an average
of 2-3 employees a month, while also operating in my server function.
Server
Managed a high level customer service and for retaining repeat clients through
suggestive up selling and an overall welcoming client experience. Selected to
participate in high profit catering events that took place outside of normal business
hours.
1/2001-10/2003 CAFÉ ANNICE Lake Jackson, TX
Trainer
Trained new employees to provide a fine dining experience catering to upscale
clientele. Followed a daily curriculum assigned by owners, providing coaching and
feedback to the trainee. Provided daily testing to discern retention. Proposed my
approval/denial of the trainee’s development, and if more training is necessary.
Trained an average of 2-3 employees a month, while also operating in my server
function.
Server
Managed high-level service including proper wine showing and catering to clientele
by suggestive up selling and offering fine dining service.
9/1997-10/2000 CACTUS GRILL Lake Jackson, TX
Manager
Managed a staff of 30-45 employees in day to day front of the house operating
functions. Responsible for hiring, training, and scheduling employees. Handled
customer escalations with a high level of professionalism and customer service.
Managed daily opening of the restaurant and closing duties which included all sales
reporting and balancing.
AFFILIATIONS Member of the Houston Chapter of American Society for Training and Development
Member of Adelante (JPMorgan Chase Latino /Hispanic employee networking group)
Member of WIN (Women’s Interactive Network)
Team Member for JPMorgan Chase AIDS WALK HOUSTON annual fundraiser
Twenty (20) years of client service: banking, retail
ADDITIONAL
Six (6) years of Training experience
COMPETENCIES:
Three (3) years Management experience
Recognized Leadership Qualities
Exceeds Expectations Performance Achiever
Proficient in Microsoft Word, PowerPoint, Excel and Office
Facilitator of Staff Meetings and Customer Outreach Survey Project
Functional in various banking systems including Customer Assist, Mainframe,
Commercial Customer Assist, Service Portal, Deal Manager, ATF, IDCS, VLS,
iVault!, Rlots, Instant Image, eServe, Client Central, IGDS, KYC, Return Items
Instant Image, Statement Research Center (SRC), Remit One, NAMF. APS.
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