Customer Service Representative

Brenda M. Robles

**** ****** ******, ******, ********** 91786 ● 909-***-**** acz5rg@r.postjobfree.com Comprehensive range of experience, training and leadership, garnered from over 25 years in the banking industry. Highly adept at problem solving, trouble-shooting and investigations. Able to effectively resolve increasingly complex situations. Most effective conducting independent research, fraudulent investigations, commercial accounts reconciliation and transactional adjustments. Highly organized and detail-focused Full-Charge Bookkeeper with track record of accurately and efficiently supporting overall accounting activities. Summary of

Qualifications: Sound training and experience in Customer Service, Bank Operations, and leadership. Expert use of available resources to accomplish assigned tasks and responsibilities. Proven ability to identify and implement improvements to streamline processes and increase efficiency and productivity. Pride in resolving customer and staff concerns in a professional manner, with frequent acknowledgments as one of the top performers in my profession. Successful at establishing and maintaining work relationships by developing rapport and trust, regardless of level or status. Quick, reliable and personable to requests for service and assistance.

Experience: E-Banking Specialist III

Citizens Business Bank, Ontario, California

2007- 2017

Processing personal and business online enrollments and modifications to product services and electronic files. Performing End of Day processing, address changes, check orders and wire transfers. Monitoring the inter- office email communications as well as customer communication systems

(LINK). Taking incoming calls unlock and reset online banking passwords, processing limit increases, resetting computer cookies, assisting customers with Quicken and QuickBooks issues and walking the customer through submitting various transactions, e.g., domestic and international wires, ACH Payments.

Ensured accurate and timely processing of accounting data and generated invoices and monthly statements. Performed accounts receivable and accounts payable functions, balanced cash, and posted sales invoices. Proficient with MS Office (Word, Excel, Access and Outlook); Quicken and QuickBooks (e.g. manual input and importing from various systems). Call Center Representative III

Union Bank of California, Monterey Park, California Brenda M. Robles

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1999-2006

Taking incoming calls to perform various transactions such as account- balance and activity inquiries, ordering check and statement copies and ordering customer checks. Conducted address changes, ATM Card maintenance and fee reversals, account-balance transfers and stop payments on customer checks. Performed data collection for presentation to investigators in compliance with Regulation E. Frequently relied upon as an internal resource within the department.

TeleServices Department Acting Team-lead 3 consecutive-years.

(Performing Supervisor functions at an interim-level.)

Participated in year-long pilot project for multi-branch training program.

Conducted Beta testing of first online system for Account Adjustment Department. Sole-participant from approximately 500 TeleServices Department Representatives.

1999 and 2000 “Recipient of TeleServices Call Center Representative of the Month.”

In final consideration for “High Profile and Priority Customers Handling” pilot-project.

Commercial Customer Service Representative

Union Bank of California, Monterey Park, California 1996-1999

Balanced multi-million dollar account statements for companies such as Ralph’s and Merrill Lynch. Balanced general accounts, managed financial transactions and record keeping with strict attention to detail and assisted with back office paperwork. Comprehensive knowledge of accounting principles, accounts payable, accounts receivable, payroll, general ledger postings and invoicing.

Balanced Union Bank’s general ledger accounts

Originated domestic and international wire transfers Customer Service Representative

Wells Fargo Bank, El Monte, California

1994-1996

Merchant Teller

Well Fargo Bank, El Monte, California

1992-1994

Cashier

Brenda M. Robles

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G & H Auto Parts, San Gabriel, California

1990-1992

Cashier/Receptionist

Howards T.V and Appliances, San Gabriel, California 1989-1990

Education: Anthony Schools, Covina, California

Certificate, Math and Regulations for Appraisal Including Direct Capitalization

Certificate, Legal Considerations in Appraising

Certificate, Residential Real Estate Appraisal

Certificate, Uniform Standards of Professional Appraisal Practice DeVry Institute of Technology, Pomona, California

2 years undergraduate study toward Accounting Principles degree. Rosemead High School, Rosemead, California

Diploma, 1992

References upon request.

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