Service Agent Customer
Resume:
Janie B. Aguilar
Rio Rancho, NM 87144
advs4k@r.postjobfree.com
Objective Seeking a position in a growth oriented company. Experience- September 2018- Present
BBVA Compass
Client Experience Operations Manager
● Accountable for the operations of the financial center with oversight of functions that service the teller line, day to day policy and procedure adherence, and improvement of banking center performance.
● Assume leadership responsibility for the banking center in the Financial Center Managers absence and ensure that the FCMs directives are implemented.
● Manage the financial center operations Provide oversight on all operational activities including transaction accuracy and execution of operational leadership tasks Identify risks, prioritize areas of focus, educate associates on avoiding risks and create action plans Ensure that in the event of a new procedure, product, or operational change, associates are informed and are properly executing the change Track/manage service and operational performance metrics through monitoring of daily activities and reports. Experience- April 2018- September 2018
Bank of the West
Relationship Manager
● Sell Bank products and provides superior customer service. Cross-sells products and services including mortgage loans.
● Completes documentation required to establish and maintain new accounts. Complies with all policies/procedures related to the new account process.
● Manage assigned MMCRM portfolio, identifying opportunities to deepen and expand relationship.
● Promotes and markets financial products through outside calls, telemarketing, targeted directed mailings, and in-branch selling
● Assists less experienced Relationship Banker with more complex service or sales transactions
December 2017- February 2018
Answering Solutions
Customer Service Agent
● Provided dispatch for funeral homes when decedents were needed to be brought into their care.
● Take messages from clients, directors, transport companies and other parties, and then relayed to the funeral homes for contact and resolution.
● Contact hospitals, nursing homes, and other facilities to obtain additional information on deceased patients that are in their care needed to facilitate transition into the funeral homes care.
June 2017- December 2018 Advantage Sales and Marketing LLC Retail Merchandiser
● Reset the displays and shelves according to models provided managements.
● Assist clients with any questions they may have while visiting the store.
● Ensure accuracy of the completed updates on location of items, ensure the proper tags are affixed for all of the items in the specific area that has been updated.
July 2007- April 2017 Bank of America, N.A.
Senior Banker
● Provided customer solutions to complex or escalated issues by providing seamless delivery of service, sales and/or fulfillment requests by answering calls, text messages or emails in a contact center environment.
● Required knowledge of multiple products and ability to deepen or retain relationships through service and sales.
● Performed routine account-related transactions. Involves referring customers to the appropriate line of business for products not supported. Required to solve problems and investigate/resolve a wide variety of issues and requests that include gathering additional information and working with other support organizations to fulfill the request.
● Handled escalated issues by successfully navigating the organization to resolve customer requests. Routes, maintains and tracks outstanding servicing requests and provides thorough follow up. Accountable for the successful resolution of all customer requests.
Bank of America, N.A. Phoenix, AZ
Senior Customer Service Specialist NS&S - ECOE
● Handled complex or escalated calls from customers or internal partners providing seamless delivery of service.
● Performed routine and complex account maintenance.
● Handled inquiries from other financial institutions, providing status and updating cases to bring final resolution to posting defects.
● Solved problems and investigate/resolve a wide variety of issues and requests that include gathering additional information, setting expectations and working with other support organizations to fulfill the request.
● Adhered to established service level agreements.
● Handled escalated issues by successfully navigating the organization while mastering multiple systems to resolve customer requests.
● Accountable for the successful resolution of all customer requests. Bank of America Home Loans Tempe, AZ
Customer Advocate, Office of the President
● Responded to Executive Correspondence on behalf of the Executive Offices. Responsible for the day-to-day resolution of complex problems and the execution of complex transactions for Mortgage, Home Equity and Insurance Services.
● Wrote letters to inform borrower of the research completed. Responsible for the day-to-day resolution of complex problems and the execution of complex transactions for a single site/business unit or smaller business unit(s), including research
● Ensured compliance with RESPA.
● Followed up with the party who initiated the complaint, respond in a timely manner.
Education Highland High School, HS Diploma 1997-2002 Albuquerque, NM. Microsoft Office, Outlook, Type 40 WPM, Bilingual.
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