Customer Service Representative

Melisa L. Palacios

**** ********** *** **. *******, Texas 77066

Cell 281-***-****

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

Summary

Call Center Customer Service Representative with 15+ years in banking and call center experience, building exceptional relationships with customers along with nurturing a strong team for success.

Highlights of Qualifications

Customer Service

Trouble Shooting

Staff Trainer

Service and Support

Strategic Planning

Conflict Resolution

Outlook

Data Entry

MS Office

(Word, Excel, PowerPoint)

40 WPM

Experience

AVP, Banking Center Manager 12/08-05/15

Bank of America, Consumer Banking Houston, TX

Manage and provide oversight of the day-to-day of sales and service fulfillment including operational excellence and Compliance related to those activities.

Ensure a culture of sales, service, operations excellence in the banking center, while maintaining efficiency and the highest level of customer service and associate satisfaction.

Drive behaviors and results on key priorities, sales goals, and customer satisfaction, while maintaining an operationally sound environment.

Developed, nurtured and maintained relationships with partner referrals, realtors and others to drive sales.

Call Center Team Lead 07/01 – 12/08

Bank of America, Military Bank Corpus Christi, TX

Oversee the day-to-day work flow of 25+ customer service associates in a high production environment.

Routinely work with customers to uncover and satisfy their financial needs by opening deposit accounts, taking loan applications, upselling products to deepen customer relationships.

Cross-trained over 50 staff members

Monitor and enforce schedule adherence and ensure accurate account for payroll hours.

Call Center Customer Service Representative 08/99 – 7/01

Billing Concepts Corpus Christi, TX

Supported customer trouble calls.

Address customer service inquiries in a timely and accurate manner

Provide exceptional customer service to customers questioning charges on their phone bill.

Maintain an outstanding attendance record and continually exceeded monitoring expectations.

Call Center Customer Service Representative 05/97 – 05/99

First Data Corp Corpus Christi, TX

Address customer service inquiries in a timely and accurate manner.

Provide exceptional customer service to customers questioning charges billed on their Exxon Mobile invoices.

Collect customer feedback and make process changes to exceed customer satisfaction goals.

Maintain an outstanding attendance record and continually exceeded monitoring expectations.

Education

1990-1993 High School Diploma MacArthur Senior High, Houston, TX

1993-1994 Accounting North Harris Community College

2008-2010 Business Management Del Mar College, Corpus Christi, TX

Licenses

Texas State Notary Public (Commission Expires 08/12/2017)

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