Penina T. Penaia

**** * ********* **

West Valley, UT 84128

Cell# 657-***-****

SUMMARY

Customer Service, Office skills: Data Entry(80 WPM), AS-400, Microsoft Word, Microsoft Excel, Power Point, Attentive to detail, strong ability to undergo constructive criticism while under pressure, strong team player and self starter. On time, Honest and Loyal.

EDUCATION

Diploma

Taylorsville High School

Taylorsville UT

PROFESSIONAL EXPERIENCE

CSR - Customer Service Representative

Accenture unemployment (remote) July 2021 - Sept 2023

●Prepares and/or processes documents, reviews for accuracy and completeness, updates information and/or evaluates against policy, compares elements for consistency or logical relationships, etc.

●Excellent Communication skills and willingness to work with customers and problem resolution and best option

●Maintains and/or creates files or record keeping systems. Sorts, labels, files and retrieves documents, or other materials.

●Monitors, tracks and follows up on documentation, case files or other assignments to ensure appropriate timelines are met and action completed.

CSR - Customer Service Representative II

Bank of America - Brea CA Mar 2014 - Sept 2019

●Compose letters and emails corresponding to requests for damage claims, credit and other information, delinquent accounts, incorrect billings, or unsatisfactory services.

●Duties may include contacting customers, follow up with customers daily.

●Answered inbound calls, General credit card questions and application process.

●Handled customer inquiries, complaints, billing questions and payment extension/service requests. De-escalate escalations calm angry callers, locate resources for problem resolution and design best-option solutions

●Great knowledge of our products, ranking was based on customer satisfaction, speed of resolution and availability.

Home loan Collector II

Bank of America - Brea CA Aug 2007 – Mar 2014

●Answered inbound/outbound calls pertaining to the customer’s home loans

●Assisted with modifications, updated accounts personal information, method of payments and feedback suggestions, Handled escalations in a professional manner.

●Answer questions while reading specific scripts word for word.

●Updated accounts, method of payments, handled escalations in a professional manner.

●Evaluated customer’s financial situations and negotiate terms of repayment to bring account current.

●Provided first level review and resolution to customer inquiries and issues via telephone and emails.