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Customer Service Team Member

Location:
Chevy Chase, MD
Posted:
December 07, 2023

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Resume:

JESSICA PENDLETON

Laurel, MD *****

ad1rtm@r.postjobfree.com • 301-***-****

QUALIFICATIONS SUMMARY

Seven years of diverse cultural experience with dependable professionalism. Proficient in research, analysis and writing skills. Supported attorney in drafting legal documents, reviewing and revising documents, conducting interviews monitoring schedules and deadlines, case managing and preparing reports. A resourceful team member experienced in establishing and maintaining long-term working relationships.

PROFESSIONAL EXPERIENCE

PNC Bank

Supervisor: 301-***-****

Universal Banker Current

Hours Per Week: 40

Related Competencies: Relationship Management, Risk Management, Product knowledge, Detail Oriented, Scheduling, exceptional customer service skills

Worked closely with clients by providing personal banking services for individuals or business to manage investments. Managed

• Generate and maintain profitable client relationships while satisfying and exceeding client financial needs and expectations

• Coach tellers to recognize selling opportunities and execute selling strategies to deepen customer relationships

• Answer customer questions, providing information on bank products and services

• Identify cross-selling opportunities and direct potential customers to the correct departments

• Participate in Monthly/quarterly audits Cash handling, participate in Branch/market meetings, maintain compliance standards, Telemarketing provide customers with exceptional service while processing transactions

• Support the Branch management team in achieving sales and service goals

• Assist branch management with on the job training of new associates

• Shared responsibilities of branch management procedures and staff supervision

• Develop and implement product marketing strategies with Branch Management and FA team, consistent with providing sound financial private banking advice

• Embraces the bank’s core values of exceptional leadership, persistence, curiosity, growth and listening.

• Oversees and provides leadership to teller staff. Spends time coaching, developing, motivating, training, scheduling, prioritizing and delegating work assignments.

• Participates in daily branch operations and teller duties by actively and efficiently processing transactions and opening and closing the branch.

• Responsible for performing teller and vaults audits monthly, or more frequently, if needed or required to ensure compliance with bank, state, and federal regulations. Verifies/assists tellers with variances or balancing problems.

• Ability to make independent decisions within bank policy and procedures while exercising good judgement and keeping the bank’s financial interest in mind. Follows all bank policies, including but not limited to Anti-Money Laundering laws and regulations, Bank Secrecy Act and USA PATRIOT Act State of Indiana Department of Workforce Development (DWD)- Remote Position Supervisor: 410-***-****

Hours Per Week: 40

Unemployment Specialist (May 2021 to Sept 2021)

Related Competencies: Strong interpersonal skills, ability to analyze situations based on details presented and make sound decisions based on laws and agency policies, ability to effectively present information Provided guidance for reporting accurate employment status and details. Utilized the State of Indiana DWD system uplink to process high volume of unemployment claims.

• Conducted minor, separation, and non-separation fact finding interviews and documented information gathered

• Evaluated unemployment insurance claims to detect improper payments and fraud, weighed facts, evaluated the credibility of presented evidence, then made written determinations that is both legally correct and in a manner that provided sufficient evidentiary summary and legal conclusion in order for the proper department to understand its content and outcome.

• Ensured compliance with the State of Indiana DWD as a specialist, responsible for contacting liable employers and clients to collect delinquents U.I. reports and payments to pay Maryland Unemployment Insurance

• Analyzed information to determine the appropriate claim for unemployment insurance benefits

• Took initial claims by the evaluation of research and fact to detect financial issues The Tahirih Justice Center – Baltimore, MD, USA

Supervisor: 410-***-****

Hours Per Week: 40

Immigration Paralegal (Jan 2020 to April 2020)

Related Competencies: Attention to detail and excellent written/ oral communication skills, confidentiality, Intercultural understanding, Legal Project Management Worked closely with clients to prepare and complete legal documents. Translated legal and foreign documents. Managed and maintained public access files. Coordinated paperwork related to forms for immigration and citizenship, including affidavits, and petitions.

• Provided administrative support to ensure efficient operation of office

• Assisted in coordinating and closing legal contracts

• Supported attorneys and employees through a variety of tasks related to organization and communication

• Responsible for confidential and time sensitive material

• Researched related foreign issues

• Drafted legal documents, correspondence and pleadings

• Conducted investigations and documentary research

• Utilized Maryland Electronic Courts (MDEC) to electronically file various legal documents for attorneys

• Prepared exhibits for court hearings

• I-130, Petition for Alien Relative

• I-589, Application for Asylum and for Withholding Removal

• I-140, Immigration Petition for Alien Worker

• I-730, Refugee/Asylee Reactive Petition

• I-918, Petition for U Nonimmigrant Status

• N-400 Application for Naturalization

• N-600 Application for Certificate of Citizenship JESSICA PENDLETON • Page 3

Law Offices of Timothy Davis – Baltimore, MD, USA

Supervisor: Timothy Davis, 443-***-****

Hours Per Week: 40

Immigration Legal Assistant (Jan 2014 to April 2016) Related Competencies: Legal Project Management, Communication, Legal Researching, Organization/Flexibility, Writing skills,

Worked closely with clients, translated information during consultations and client meetings. Translated legal and foreign documents. Assisted clients in completing legal forms. Managed and maintained public access files. Coordinated paperwork related to forms for immigration and citizenship, including affidavits, and petitions.

• Researched related foreign issues

• Drafted legal documents, correspondence and pleadings

• Conducted investigations and documentary research

• Utilized the U.S. Citizenship and Immigration Services (USCIS) to conduct FOIA request and track client cases

• I-130, Petition for Alien Relative

• I-589, Application for Asylum and for Withholding Removal

• I-140, Immigration Petition for Alien Worker

• I-730, Refugee/Asylee Reactive Petition

U.S. Department of Commerce; Administrative Assistant – Silver Spring, MD, USA Supervisor: Jeannine Montgomery, 202-***-****

Hours Per Week: 40

Administrative Assistant – Educational Outreach Program, Office of Education (Jan 2006 to 2011) Related Competencies: Communication, interpersonal relationship and listening skills, Decision-Making, Case Management, Policies & Procedures, Presentations, Superb Research Skills Greeted and assisted clients with inquiries. Managed office supplies and correspondence. Collaborated with project planning. Participated and provided feedback in faculty meetings to improve program events performance. Participated in team meetings reviewing items including case planning, information exchange, resource development, and decision-making discussions.

§ Assisted in program events, NOAA on a Sphere

§ Assisted with managing various NOAA projects.

§ Maintained executive's calendars.

§ Handled travel arrangements.

§ Prepared and editing reports.

§ Ensured quality service and products to clients

§ Maintained NOAA education databases and filing systems. EDUCATIONAL BACKGROUND

Master of Science in Criminal Justice Management (2019) University of Maryland Global Campus– Largo, MD 20774

Semester Hours: 50; GPA: 3.30

Bachelor of Science in Political Science (2016) University of Maryland Global Campus – Largo, MD 20774 Semester Hours: 120; GPA: 3.00

Paralegal Studies Certificate (2016) University of Maryland Global Campus – Largo, MD 20774 JOB-RELATED TRAINING

Relevant Coursework

Superior multi-tasking skills s Calendar and time management skills Coordinating and sharing information and knowledge s Cultivated relationships with colleagues, staff, clients, experts, vendors and others s research and summarized legal cases s Research & Evaluation

ADDITIONAL LANGUAGES

Spanish: Spoken (fluent), Written (fluent), Read (fluent) ADDITIONAL INFORMATION

Qualifications

Proficient with Microsoft Office 365 (Word, PowerPoint, Excel) Westlaw and Lexis-Nexis

Certifications

Paralegal Studies Certificate



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