Clarissa Arevalos

**** **** ***** *** *******, TX 78251

210-***-**** actea3@r.postjobfree.com

Business Management & Business analyst professional

Senior Specialist II Business Card Specialist Quality Monitor

Dynamic, results-driven, and performance-focused professional with 8+ years of successful broad-based experience in all aspects of business operations, management, office administration, customer services and relationship building. Knowledgeable of customer service and business management procedures, coupled with comprehensive background in process improvement, financial analysis, productivity and profitability. Highly skilled in procurement, purchasing, business analysis, quality assurance, resolving customer complaints and operations management. Experienced in real estate, insurance and mortgage also acquired real estate license in 2006 and have knowledge with SQL. Collaborative and self-starter with out-of-the-box thinking, outstanding work ethic, and unsurpassed dedication to consistently produce remarkable sales and corporate results. Seeking a challenging position in high profile organization to utilize gained knowledge, skills and experience.

Technical Proficiency

Policies & Procedures

Monitoring & Supervising

Process Improvement

Resolving Complaints

Customer Services

Team-oriented

MS Office Proficient

Communication Skills

Professional Experience

J.P MORGAN CHASE, San Antonio, TX 78251 2015 – Present

Senior Specialist II

Responsible for understanding, handling, and resolving customer and procedural escalations while promoting the Chase brand and promise.

Executes a variety of complex personnel and payroll functions, formulates payroll documents and enters a variety of data into the personnel/payroll system.

Maintain and upgrade Customer Satisfaction Database for escalation unit.

Analyze trends in customer satisfaction, created reports and presented guidance to management based off findings.

Business Card Specialist 2014 – 2015

Efficiently managed service incoming customer calls on business credit card accounts also 80-100 average number of calls handled daily.

Timely answer customer inquiries and process transactions over the phone while maintaining an average call time of 280 seconds and under.

WELLS FARGO BANK, Wells Fargo Bank 2012 – 2014

Quality Monitor

Dealt with peak workloads and potentially stressful situations also graded accuracy of information and quality of delivery by monitoring telephone calls and recommending improvements.

Verified loan servicing calls by measuring skills in use of scripts, product knowledge, sales and service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call.

Evaluated representatives’ approaches by rating effectiveness of telemarketing service representatives; delivering quality ratings; identifying training needs; developing training programs; conducting training.

Successfully provided feedback to loan servicing specialists by monitoring calls; feedback for external vendor programs and conducting monthly help sessions.

Directed quality initiatives by requiring adherence to quality assurance policies and procedures; developing new models and implementing changes.

Phone Banker II 2010 – 2012

Identified and resolved customer inquiries related to personal and commercial bank accounts and investment products also used banking product knowledge to expand customer relationships through consultative sales.

Promoted a positive team environment, evaluated and identified opportunities to drive process improvements that positively impact the participant experience and aligns with goals and objectives of company.

Solved complex problems with multiple software programs also focus on continuous improvement areas.

Utilized prioritizing skills to coordinate multiple task, resolves complaints and escalated inquires that require special handling and additional research.

Efficiently provided customer services also demonstrated responsiveness and reliability as attendance.

CAPITAL GROUP-AMERICAN FUNDS, San Antonio, TX 2006 – 2009

Shareholder Account Representative

Supported mutual fund shareholders, broker/dealers and fund companies with inquiries & transactions by answering questions about mutual fund account services, products and client account information in an accurate and professional manner.

Rectified shareholder and broker concerns, including account activity, account statements, account access, tax forms and transfer of assets, using established procedures.

BANK OF AMERICA, San Antonio, TX 2004 – 2006

Teller

Made transactions for bank account owners, balancing large quantities of money, and supporting in training other tellers.

ACADEMY SPORTS AND OUTDOORS, San Antonio, TX 2003 - 2004

Sales Associate in Apparel

Organized the apparel department and assisting customers with apparel questions

Volunteer Activities

Wells Fargo Volunteer Communities Builder –summer 2011

Cowboys Breakfast Server – Winter 2012

Angel Tree Gift Provider – Winter 2012

Education & Training

Master in Business Administration, Major: Management

Our Lady of the Lake University, San Antonio, TX, 2013 – 2015

Bachelor of Business Administration, Major: Management

Texas A&M-San Antonio, San Antonio, TX, 2008 – 2012

Associate of Arts Degree, Graduated with 3.75 GPA

Northwest Vista College, San Antonio, TX, 2004 – 2007

Membership & Certifications

Member of the American thoracic society and American academy of respiratory care.

Acquired Texas Property and Casualty Insurance license in 2009

College level student tutor in human anatomy and physiology

Crisis Prevention and intervention trained and certified

Acquired Texas Real Estate License in 2005

CPR and AED certified

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