Customer Service, Product Management Analyst
Resume:
SVETLANA COOK
********.*.****@*****.***
LONG BEACH, CA 90802
PROFESSIONAL PROFILE
An expert in customer service with 20 years of experience. A meticulous and high-integrity team player. Organized and with the ability to set up priorities, multitask, effectively solve problems, constructively communicate, and work efficiently. A creative, resourceful, and enthusiastic individual who works well with diverse work groups.
SKILLS
Customer Service
Operations
Supervising
Project Management
Home Equity Loans/Lines Originator Loan Processor
Notary Public / SAFE
EDUCATION
B.S. in Engineering
LMTTPP (St. Petersburg, Russia)
SVETLANA COOK
********.*.****@*****.***
LONG BEACH, CA 90802
EXPERIENCE
USPS November 2023-Present
City Carrier Assistant
Achieved 100% accuracy in mail delivery on time
Deliver and collect mail on foot and by vehicle in a city area (Dana Point, CA). Maintain good relations with customers and have an exceptional knowledge of postal laws, regulations, and products for my area. Work overtime and on weekends as needed.
MR. COOPER August 2020-January 2023
Product Management Analyst
Achieved outstanding performance in cross functional analytical team
At Mr. Cooper, I started as a Sales Assistant taking overflow sales and complaints calls; showed exceptional Customer Service skills and soon was promoted to the Product Management team.
Day-to-day operations included manually running reports, building automated reports, managing an IT inbox for our CRM (Velocify), CRM configuration, ERP, internal consulting, and project management.
Trained two internal employees from the ground up on Excel, SQL, and our CRM.
Decreased ticket response time from 4 hours to less than 5 minutes, leading to a higher sales conversion rate with an estimated increase in revenue of $17,500,000 per year.
WELLS FARGO June 2002-April 2018
Personal Banker
Achieved excellence in customer service and banking operations
At Wells Fargo, I earned trust and was a supervisor (including operations) and security officer, as well as performing other duties. Thrived as a trusted professional to affluent customers, both consumer and business keeping tightly connected with Wells Fargo Private Bank and Business Services. Working closely in the retail team environment, I proactively advocated for our customers at the Corona Del Mar branch. Achieved trust as the customers’ relationship manager uncovering their specific financial needs and goals, backed by Wells Fargo’s expertise, technology, and resources.
Developed strong relationships with in-house business partners. Have experience and proven success with business-to-business sales such as Wells Fargo Payroll Services, Merchant Services, and Private Bank services.
The clients referred me continuously and I attracted to the bank many multi-million-dollar businesses.
When there was no manager available, I was in charge of the branch. Served as a notary public as well.
AWARDS
I have more than two dozen recognition and excellence awards from Wells Fargo and earned twenty-four internal awards for outstanding performance. These awards were earned for going beyond on projects, completing projects ahead of schedule, and volunteering for many projects.
ACTIVITIES
Love getting actively involved in the community. As a part of the Wells Fargo team, I was taking part in the organizing of the Special Olympics games in Orange County for many years. Volunteered for the annual Taste of Newport Festival. Volunteering for the Pride Parade in Long Beach each year. Volunteered for the Fourth of July parades. Participate in the Liver Life Walk- American Liver Foundation.
Also, manager of the rock band, organizing performances and promoting the group.
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