Cristeena Hermann

**** * ******* ** ******** AZ *5225 480-***-**** ad0z49@r.postjobfree.com

Skills & Abilities

•Strong organizational skills

•Detail Oriented

•Excellent written and oral communications

•Superior analytical problem solving

Bank of the West/BMO December 2022 to Present Tempe, AZ

•Senior Customer Service Rep: My responsibilities include managing and resolving customer complaints while maintaining professionalism and applying best practice resolutions with the ability to understand and compassionately assist escalated customers. I work with internal departments to serve as a liaison between customers and various departments and advocate to ensure overall customer satisfaction while striving to achieve First Call resolution. I assist with providing data for customers regarding all facets of deposit banking including but not limited to debit card and credit card limit increases, assist in opting in or out of overdraft protection, reversing fees, dispute, and fraud resolution. I provide support and coaching to the Customer Service Team on policies and procedures. I am responsible for identifying potential fraud and other suspicious activities and send the appropriate reports to the proper departments. I collect and report customer feedback on calls and through follow-up surveys, as well as perform all my previous duties as a CSR II. With the BMO conversion I am transitioning to the Resolution Team.

Bank of the West June 2019 to December 2022 Tempe, AZ

•Customer Service Rep II: My responsibilities include providing superior customer service in a high-volume inbound call center in a timely and courteous manner, I assist customers with general credit card maintenance, HELOC/LOC, secured and unsecured loans, auto loans and leases. Provide customer follow up with outbound calls, processing credit card applications and payments, processing advances and balance transfers, processing fraud claims and disputes, collecting reconveyance fees, processing refunds, reissuing checks, missing payment research, providing payoff information and demands, sending out loan and credit card documents, processing title requests and lien releases, assisting branches and general problem resolution while achieving First Call Resolution.

Afni October 2018 to February 2019 Tucson, AZ

•Call Center Rep: My responsibilities include providing exceptional customer service, while servicing customer accounts. This was an inbound call center with a large queue. I provided occasional outbound calls for customer account follow-up. My responsibilities included but were not limited to upselling products, customer retention, processing payments and refunds, accordingly, provide missing payment research along with general account problem resolution and general phone set up and maintenance.

Primary Instructor for Children from K to 12th Grade August 2003 to August 2018 Gilbert, AZ

•Teacher: I was the primary educator of 9 children in various grades. During my time educating my children my responsibilities included developing curricula and individual study plans for students working at different levels, researching, selecting appropriate resources with a financial budget of $1000 per student, researching traditional and alternative education theories and methods, prepared, and maintained spreadsheets for all student records, complying with all state laws and reporting procedures.

Benefiel Insurance Services April 2005 to July 2015 Gilbert, AZ

•Administrative Assistant: My responsibilities included taking all inbound calls, making outbound calls to clients and job applicants, filtering job applications, daily/weekly reporting, gathering client data, generating proposals, maintaining a calendar and all scheduling, marketing prep, tracking leads and new business, generating Excel spreadsheets.

References provided upon request.