Customer service specialist
Resume:
Ana L. Gonzalez
Houston, Texas 77082
Cell 512-***-****
***.*******@*****.***
OBJECTIVE
To obtain a challenging position with a growth oriented company, which will
both utilize and strengthen the organizational, motivational and
interpersonal skills developed through education and professional
experience.
SUMMARY OF SKILLS
A highly motivated leader with a proven ability to project a positive sales
attitude. Ability to work both independently and as a team player.
Excellent verbal and written skills, as well as a strong telephone
presence. Solid organizational and interpersonal skills. Extensive call
center experience involving wireless, long distance and Internet services,
as well as financial assessment and advice. Exhibit high PC literacy.
Ability to adapt to a rapidly changing business, and an advanced technology
environment.
EDUCATION
Bachelor of Science Business Administration with a Major in Finance
University of the Incarnate Word
Expected graduation May 2015
EXPERIENCE
February 2008 to USAA Life Insurance Co. San Antonio, Texas
October 2009 Investment Specialist
Assessed member's financial situations and goals. Recommended appropriate
financial strategies and products based on member's individual needs.
Advised on an array of financial issues such as: retirement planning,
college funding, and asset allocation. Serviced existing relationships,
such as mutual fund and brokerage accounts, as wells as managed portfolios.
Enhanced client experience by working closely with business partners to
ensure member's overall financial security. Provided portfolio reviews, as
well as offered deposit and loan solutions.
May 2007 to Merrill Lynch El Paso, Texas
September 2007 Registered Client Associate
Provided dedicated administrative and sales support to multiple Financial
Advisors. Resolved client inquiries and complaints, determining which
issues required immediate escalation to a Financial Advisor or a member of
the management team. Placed unsolicited orders, for designated clients,
under Advisor's supervision. Prospected for new business, and in doing so,
prospected existing clients for new product and service offerings. Acted as
a key contributor to client satisfaction and retention. Also, supported
office initiatives.
November 2002 to Wells Fargo Bank, N. A. Austin/El Paso,
Texas
March 2007
July 2006 to Business Banking Specialist El Paso, Texas
March 2007
Responsible for soliciting, developing and maintaining profitable account
relationships with business customers. Acted as the relationship manager to
existing customers, providing continuing financial advice, as appropriate.
Targeted small business prospects in emerging markets, offering a full
range of business banking services. Determined customer's credit and
deposit needs, further enhancing customer relationships. Acted as the
customers advocate in securing suitable credit products. Structured and
completed straight forward secured and unsecured business and individual
loans. Actively cross-sold additional business products, such as
commercial loans, cash management and payroll products, through referrals
to partners. Made outbound calls, with the goal of acquiring 100% of the
customers' financial services business. Developed and maintained
relationships with Wells Fargo partners to maximize sales opportunities.
October 2003 to Private Banker 1 Austin, Texas
July 2006
Managed a portfolio of upper mass affluent community banking clients.
Provided a full array of banking products and financial services, including
private banking deposit and consumer credit products. Consulted with
clients regarding short and long term financial objectives and monitored
changing needs in order to properly manage relationships. Made
recommendations according to needs and assisted in creating strategies that
utilize company products and services. Prepared loan packages for credit
review and underwriting. Identified cross sell opportunities and
coordinated with partners to deliver seamless service. Partnered closely
with Financial Consultants to deliver appropriate investment advice.
November 2002 to Licensed Personal Banker Austin, Texas
September 2003
Offered retail banking products and services to customers and prospects.
Managed customer portfolios, serviced relationships and identified cross-
sell opportunities for
additional products and services. Provided a broad base of financial and
credit options, including personal loans and lines, as well as home equity-
refinance solutions. Developed and maintained relationships with Wells
Fargo partners to maximize sales opportunities and achieve individual and
branch sales targets. Used profiling analysis tools to identify cross-sell
opportunities and delivered outbound sales calls to enhance existing
relationships. Involved in Licensed Banker Pilot Program.
July 2000 to Charles Schwab and Co., Inc. Austin, Texas
October 2002 Registered Representative
Responded to inbound client inquiries, providing industry expertise.
Demonstrated broad financial industry knowledge, encompassing Equities,
Mutual Funds, Options, and Margins. Researched and resolved complex trading
problems, further explaining general industry trading processes and
Schwab's trading procedures. Utilized multifaceted tools to assist clients
with analysis and investment decision-making. Proficient with various
technological resources used for quoting, news, and trade processing.
Contribute toward meeting business unit financial objectives, trading
goals, and individual performance goals. Successfully built and solidified
business relationships in order to increase customer loyalty and assets.
Certified to deliver portfolio level advice. Awarded Circle of Excellence
recognition.
August 1999 to Dell Financial Services Austin, Texas
June 2000 Financial Sales Coach
Managed and motivated an internal sales force to sell financial products
and services. Utilized effective management of sales incentive, career
development, reporting trends and one-to-one relationship building.
Assisted Sales Representatives in attaining targeted sales goals through
customer acquisitions, development and retention. Analyzed and developed
sales reporting tools to meet quotas.
May 1998 to AT&T Wireless Services Austin, Texas
August 1999 Team Lead
Provided supervisory and team support. Assisted supervisor in
administrative functions: including month end paperwork, attendance, and
statistical analysis. Administered individual employee coaching to improve
quality and productivity. Mentored team members developmental progress
toward their individual career goals. Worked closely with the training
department to execute training sessions for the purpose of educating
representatives on new initiatives. Frequently handled supervisory calls to
quickly resolve escalated issues. Nominated for Circle of Excellence
recognition.
October 1995 to Hit or Miss Austin, Texas
October 1997 Assistant Manager
Responsibilities included opening and closing of store, auditing daily and
monthly paperwork, organizing inventory and assisting customers. Processed
payroll, weekly shipments and inter store transfers. Utilized creative
skills to merchandise layout of store and visual displays. Assisted
district manager in new hire development; including recruiting,
interviewing and training.
May 1992 to Banana Republic Austin, Texas
July 1996 Assistant Manager / Pacesetter
Participated in an intensive management-training program. Accountable for
opening and closing procedures; including daily paperwork, scheduling and
payroll. Motivated and educated sales associates; by organizing meetings,
contests and role-playing exercises. Responsible for new hire training.
.
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