Extensive Customer Service and Operations Professional

Svetlana Gofman

**** ******** ***** ***** ********* 1407 San Antonio,TX 78240

210-***-**** ****************@*****.***

Experience

Children World 2000 - 2007

Teacher lead and floater

Made lesson plans, did art work for the classrooms, made themes for each holiday, spoke to parents about how their children were doing and reports on the daily progress of their children.

Racquetball and Fitness Na - Na

Desk clerk and lead teacher

I filed documents, did data entry, made appointments, and did call backs. Filed, did dictation and faxed information over.

Afni Na - Na

Customer service representative

Worked with people that had issues with their cell phones. This company was part of Verizon Wireless. Tasks included getting the phones out and sending out new ones. Also did tech for the customer if they needed assistance with that, and did reworks of their bill. I did that for a good while with the company and was able to distinguish what fees needed to be reimbursed and what fees needed to stay. That was a real learning process for me.

Homeside Lending Na - Na

Customer service representative

This was a mortgage company that I worked with when I was in college. I did data entry and took escalated calls. That was a little bit difficult, but it was definitely a learning experience. I also did callbacks, and I was able to learn about home equities and learning how to do equity lines and mortgages and things of that rate, and then interest rates. There was a lot of detail in that department, and it was really beneficial for my learning.

Albertsons -

Grocery clerk

I did bagging for customers, checked prices, and returned items. Did cleaning and worked on projects with employees.

Wellsfargo 2007 - 2026

Senior customer service representative

Customer service for 14 years and worked with escalations. I was able to deescalate customers that were having issues with their accounts and overdraft fees, and discussing options of how they can avoid the fees. I also handled any questions about the account, what balances they needed to keep and how interest works.

Education

San Antonio College / UTSA University 2005

CHILD DEVELOPMENT/ Russian language

4.0

Skills

Good with computers and can fax, do dictation, filing. Good with organization and being able to put stuff together, documents like Word, Excel spreadsheets

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