Customer Relations Service
Resume:
JACKIE
BOLTON
**********@*****.***
Plano, TX 75023
PROFESSIONAL SUMMARY
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
SKILLS
• Customer Order Management
• Complaint Resolution
WORK HISTORY
PNC Bank - Customer Service Specialist II
Pittsburgh, PA • 10/2021 - 12/2023
• Customer Retention
• Account Management
• Report Generation
• Customer Relationship
Management
• Good Communication Skills
• Customer Relationship
Management (CRM)
• Customer Relations
• Project Management
• Price Quotes
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Offered advice and assistance, paying attention to special needs or wants.
• Responded to requests for products, services, and company information.
• Updated account information to maintain accurate records.
• Researched system for inquiries, product descriptions, and specifications.
• Order, process and review Appraisal and Environmental documents for accuracy and completion.
• Gathered, organized, and input data into CSX system. EDUCATION
Some College (No Degree)
High School Diploma
• Create Term letters for customers regarding their sales contract
• Advocated for sellers and provided feedback to enhance selling process for overall improvements.
• Process orders for IRS 4506 transcripts
BBVA USA - SBA Sales Support Associate
Dallas, TX • 03/2000 - 10/2021
• Provided Lending Officers with accurate information concerning platform policies for sales, database issues, and listing inaccuracies.
• Initiated follow-up phone calls to Lending Officers concerning resolved issues to enhance platform experience.
• Assisted Lending Officers with platform requirements for renewals and upgrades.
• Provided support on refunds, posted feedback and policy changes.
• Gathered required documentation and data needed for ordering Real Estate appraisals, Environmental Reports and Business Valuations for new and existing loan requests.
• Responsible to ensure all Bank company policies as well as United States Government guidelines were followed according to SBA SOP rules and regulations for 7a and 504 loans.
• Communicated with appraisal team regarding orders, reports and assignment schedules.
• Monitored completion of reports and turnaround of orders for fee and staff appraisers.
• Assisted in data entry for residential reviews of appraisals and evaluations.
• Composed and ordered engagement letters to fee appraisers.
• Obtained fee amounts from for applications requiring loan estimates.
• Maintained internal log to track progress of reports and collections of fees
• Ensured all fees were collected prior to engagement to eliminate risk to bank
• Maintained and ordered office supplies for SBA Employees
• Created Commitment Contracts for Lending Officers to present to customers for new loan approvals
• Processed customer deposits as needed for new loan report fee
• Order Personal and Business Credit Reports for credit officers BBVA Compass Bank - Business Banking Associate
Dallas, Tx • 03/1999 - 03/2000
• Maintained office supplies inventory by checking stock and ordering new supplies.
• Responded to emails and other correspondence to facilitate communication and enhance business processes.
• Handled daily scheduling tasks and provided administrative support for entire department.
• Answered multi-line phone system and enthusiastically greeted callers.
• Provided clerical support to company employees by copying, faxing, and filing documents.
• Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
• Offered technical support and troubleshot issues to enhance office productivity.
• Made all deposits/Withdrawals for key customers as needed
• Balanced customer accounts as needed to cover payroll, daily operations, etc...
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