Customer Service Representative
Resume:
Kelly Johnson
Red Bluff, CA *****
*******@*****.***
Objective: To Use my 17 years in the Banking Industry, ability to use multiple systems, multi task, pay attention to detail and follow all policies and regulations to avoid any possible Risk; I hope to obtain a challenging and demanding leadership position that allows an opportunity for advancement and to contribute positive site, team, and customer results.
Job History:
Phoenix Christian Preparatory
January 2021 - Current
Cafeteria Manager
As the Manager of the Cafeteria:
● I hire responsible individuals to cook, setup & clean my kitchen properly.
● Confirm all tools are in working order for my employees to use safely.
● Order all supplies to keep the kitchen in regulation with OSHA requirements & County regulations.
● Order all of the food necessary to provide Students and Staff with healthy meal options
Bank of the West
January 2020 - January 2021
Quality Analyst
As a Quality Analyst I was responsible for:
● Conducting enhanced Due Diligence of individuals, institutions and Trusts through Lexis Nexis and other internet tools
● Performed enhanced Due Diligence on Customers deemed High Risk; and suggested account restrictions/closures
● Analyzed potential Office of Foreign Assets Control (OFAC) hits to ensure transactions followed United States Sanctions
● Supplied proof that false positives were proven to be corrected and updated
● Reviewing/Updating Know Your Customer (KYC) files with missing and updated information to satisfy compliance requirements
● Confirmed Adverse News cases
Bank of America
January 2004 - January 2020
Senior Customer Service Representative
June 2019 - Current:
In Digital services I assist all clients, business and consumer, with their online and mobile banking. I also answer any questions regarding checking, savings and credit card accounts.
Officer and BSA ( Bank Secrecy Act) regulations, to detect/prevent money laundering and Risk to the Bank. I research Consumer and Business Client Due Diligence (CDD) information, verify Know Your Customer (KYC) information to confirm all details are up to date and align with Bank policy.
I review Client profiles and all documents for Office of Foreign Assets Control (OFAC) to ensure all transactions and documentation are in compliance with the United States Sanctioned Countries.
In addition, I perform routine Refresh cases for all Clients to confirm what we do have on file is accurate and up to date. Lastly, I contact Clients whose accounts we have closed for numerous possible reasons and advise that “ We can no longer support your Banking needs.”
I contact all Consumer & Business Clients via Inbound and Outbound phone calls Officer; Senior Customer Service Specialist/NS&S
2012-January 2018: I earned a position in our Technical Liaison team. On this team I worked with Retail, Preferred and Small Business online banking and privacy issues that were unable to be resolved by senior escalation representatives or their managers. I investigate the issue, while working within the Bank policies and procedures, and contact our client for highly escalated issues that are sent via e-mail from our peers in Executive Relations. I enter all data into our systems for research and tracking purposes, research all possible root causes, fixes and resolutions. I work directly with different business partners and have weekly meetings with them as well weekly Team meetings to discuss any arising problems. In this position I am are responsible for completing my work independently and meeting deadlines. I also work with my peers to analyze certain situations. I create, coaching’s to give to agents verbally and in writing. I am responsible for opening Remedy tickets for product managers as well as allocating each case into the correct queue to be worked.
2010-2012: Began in consumer California ECOE where I learned the California systems extensively, after my training I was asked to move to Small Business ECOE. I would assist front line associates with escalated issues; in this role I was responsible for taking ownership and speaking with customers to ensure resolution of their account and online banking issues. In addition to this, I would assist Banking Center associates with Small Business policy and procedure when handling small business accounts and account opening. I would assist our Banking Center associates via, telephone, chat and video conference. I was also requested by our Technical Liaison team to assist when their queue was backed up, in addition to helping my team as a subject matter expert with OJT, and I am trained in over 40 systems.
2008-2010: Chosen to be part of the Client Escalations Unit with the first group of agents to support transparent small business escalations in addition to being trained for consumer transparent online banking to assist with the over flow of calls, I was later trained for California small business escalations as well, I would guide front line associates with online banking maintenance and procedures by showing and explaining the steps as well as where to locate the procedures to assist them in the future, I provide coaching and direct feedback accordingly to all Bank associates. 2007-2008: support the new business transparent line of business as well as all other previous lines of business for online banking, continued floor walking as a subject matter expert for new hires and temporary hires.
2006-2007: continued support for consumer online banking as well as being trained for small business model and California online banking customer service and technical support through email and phone, I was also highly trained to handle transparent small business customers for the MBNA merge so that I could assist in floor walking as a subject matter expert during the merge
2005-2006: trained for consumer model and California online banking customer service and technical email support as well as phone support, started assisting with training new hires and floor walking
January 2004 -2005: credit card customer service via email and biller direct Education:
2010-2013– University of Phoenix
Bachelor Of Science In Business
2001-2002 – Glendale Community College
General Studies
1997-2001 – Alhambra High school
Diploma received
Performance Reviews/ References: Available upon request
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