Customer Service Sales

Kurt Pelaez

QA Operations Representative

Skokie, IL

**********@*****.*** - 856-***-****

WORK EXPERIENCE

QA Operations Representative

Bank of America Corporation - Pennington, NJ - May 2012 to September 2014

Ensures quality service and efficient operations while maintaining responsibility for company's internal

procedures related to paper product and debit card deliveries. Adheres to internal controls and ensures

standards are met throughout delivery of sensitive customer information.

• Seized opportunities to collaborate and cross-train with other groups and effectively managed the completion

of all mandated training in a timely manner.

• Recipient of four bronze awards and eight recognition cards. Acknowledgement and praise by senior team

leaders for identifying and escalating an issue that was resolved prior to creating any long-term impact.

• Provides support for internal business partners, including Document Fulfillment Services and senior

Operations Team Managers for Card Issuance Quality & Control.

Settlements Analyst

Rizal Commercial Banking Corporation - Makati - July 2009 to May 2011

Responsible for daily processing of securities trading transactions, billing and payments with speed and

accuracy while maintaining accountability of transactions. Manual and online entry.

• Provided detailed analytical work through generation of trade confirmations and reports.

• Performed clients' on-boarding process and demonstrated great customer service through proactive sales

activities such as, opening new accounts, offering products and services to walk-in clients.

• Responded to customer inquiries by finding quick and innovative solutions to problems while ensuring each

customer receives Best in Class Service.

• Ensured customers were greeted in a timely, professional manner while adapting to a continuously changing

and demanding sales environment.

New Accounts Associate

Metropolitan Bank & Trust Company - Baguio - January 2007 to April 2009

Achieved personal sales goals by effectively selling services offered by the banking center.

• Demonstrated great customer service and performed teller transactions.

• Established and retained banking relationships with clients and provided them with new account openings,

servicing and inquiries.

EDUCATION

Bachelor of Science in Business Administration

Saint Louis University

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