Data Entry Driven Customer Advocate

TINA TINA JERUE JERUE

Accomplished customer advocacy and office management professional recognized with multiple Spot Awards and the prestigious Silver Shield honor at U.S. Bank. Proven track record of analyzing complaints, driving process improvements, and delivering exceptional service with a genuine, people-first approach. P R O F I L E

WORK E X P E R I E N C E

9 4 9 - 8 7 2 - 7 5 0 8 T I N A J Z 1 1 @ G M A I L . C O M S A N B E R N A R D I N O C O . Customer Advocacy Sept 2022- Apr 2026

Conducted follow-up outreach to resolve issues identified through post survey feedback as a primary customer advocate Analyzed survey responses to identify trending concerns and compiled findings into presentations about process improvementsfor business line leaders

Partnered with business line teams to develop and implement solutions that measurably enhanced the customer experience Complaints June 2019 - Sept 2022

Conducted thorough account reviews to investigate customer complaints, ensuring accurate and fair resolutions in accordance with bank policies and regulatory standards Authored detailed written responses to customer complaints, clearly communicating findings and resolutions in a professional and empathetic manner

Maintained a high standard of accuracy and compliance throughout the complaint resolution process, contributing to improved customer satisfaction and risk mitigation Root Cause Analyst Aug 2015 - June 2019

Performed root cause analysis on customer complaints to connect trending issues to operational gaps, and using findings to create actionable process improvement recommendations Monitored recurring employee errors and partnered with leadership to develop targeted training updates that reduced repeat occurrences

Bridged complaint data with business operations to ensure processes aligned with customer expectations and bank standards

Foreclosure Aug 2013 - Aug 2015

Managed the preparation and timely delivery of original legal documents, including notes and deeds, to attorneys throughout the foreclosure process

Maintained meticulous tracking and chain of custody records for all original documents, ensuring accurate location monitoring at every stage of the foreclosure process Collaborated with legal teams and internal stakeholders to ensure document accuracy, compliance, and timely processing in support of foreclosure proceedings

U S B A N K

Office Manager July 2007 - Aug 2012

Enhanced customer experience by greeting customers, answering phones, and addressing inquiries Maintained cashflow on homebuilding projects and assisted with staging, payroll, and website maintenance Ensured homes were cleaned and maintained between showings, supporting successful sales presentations Increased revenue by lowering costs of items purchased, optimizing project profitability M E R I T H OMES I N C .

S K I L L S

Office Administration & Operations

Microsoft Suite & Teams

Customer & Guest Relations

Records Management & Documentation

Multitasking & Prioritization

Professional Communication

Problem Analysis & Solution

Data Entry & Record Keeping

Google Suite

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