Administrative Assistant

Monica Gonzales

Consumer Loan Professional/ Administrative Assistant

Contact

Graford, TX

(940) 445 - 9459

********@*****.***

Professional Summary:

Dedicated and results driven Consumer Loan Officer with 11 years of experience in loan application processing, credit analysis, and portfolio management. Proven ability to exceed sales targets and ensure maximum loan repayment while maximizing risk. Expertise in customer relationship building and regulatory compliance, with a commitment to providing exceptional client service.

Education

Midland High School

Midland, TX

High School Diploma

Key Skills

Fraud Prevention/Detection

Loan Processing

Bank Reconciliation

Account Reconciliation

Data Entry

Financial Data Analysis

Bookkeeping

Fair Housing Regulations

Underwriting

Sales Management

Technical Skills

Computer Proficiency, 85 WPM

DICOM

LexisNexis

Avaya

Microsoft Word, Access, Excel

Microsoft 360

Administrative support

Adobe presentation

Call center 5 years

Remote work 5 years

HR

Payroll

Professional Experience

Consumer Loan Specialist (Auto Loans)

Bank of America -Hybrid July 2024 – May 2025

• Utilized CRM software to document customer interactions and maintain accurate records for future reference.

• Resolved billing discrepancies by collaborating with the finance team members and Submitted reimbursement requests for customers.

• Managed a high volume of incoming calls and emails, consistently meeting or exceeding the department's average response time of 6 minutes.

• Provided exceptional customer service by promptly responding to inquiries and resolving issues, resulting in a 100% increase in customer satisfaction.

Digital Fraud Analyst

Bank of America – Hybrid Oct. 2023 – July 2024

• Documented all interactions with customers accurately and thoroughly in the CRM system.

• Consistently achieved a 100% average CSAT (Customer Satisfaction) score through effective problem-solving skills.

• Implemented proactive measures such as automated email responses or self-help resources to reduce incoming support requests.

• Managed customer escalations by investigating issues thoroughly and providing timely resolutions.

CSR -Debit Card Claims

Bank of America – Hybrid Oct. 2021 -Oct. 2023

• Managed a high volume of incoming calls in a fast-paced call center environment.

• Consistently met or exceeded individual performance metrics including call quality standards, average handle time targets, and first- call resolution rates.

• Demonstrated strong problem-solving skills by effectively resolving customer complaints and finding appropriate solutions.

• Consistently achieved a high level of customer satisfaction through effective communication and timely resolution of issues. IT Support Specialist

Bank of America – Hybrid April 2020 – Oct. 2021

• Provided technical support to end users, troubleshooting hardware and software issues.

• Installed, configured, and maintained computer systems and peripherals.

• Performed regular system updates and patches to ensure optimal performance and security.

• Developed knowledge base articles for common technical problems to facilitate self-service resolution by end users.

• Configured network devices such as routers, switches, firewalls for optimal performance.

Relationship Manager

Bank of America Lake Worth, TX Nov. 2018 – April 2020

• Provided comprehensive financial planning services, including retirement planning, estate planning, and tax strategies.

• Identified key referral sources within existing client base to generate new business leads.

• Collaborated with product specialists to customize investment portfolio based on individual client’s needs and objective.

• Assisted clients in opening new accounts, transferring funds, executing trades, and managing account paperwork accurately. Relationship Banker

Bank of America Fort Worth, TX Sept. 2016 – Nov. 2018

• Collaborated with internal teams such as wealth management, mortgage lending, and business banking to deliver integrated solutions for clients.

• Achieved monthly sales targets by proactively identifying new business opportunities within the assigned client base.

• Educated clients on various banking products including checking accounts, savings accounts, loans, credit cards, and investment options.

• Assisted clients with account opening, closing, and maintenance processes while ensuring adherence to bank policies and procedures. Bank Teller

Bank of America Mineral Wells, TX July 2014 – Sept. 2016

• Processed customer transactions accurately and efficiently, including deposits, withdrawals, and loan payments.

• Collaborated with team members to achieve branch sales targets through cross-selling initiatives.

• Handled confidential customer information securely in accordance with privacy guidelines.

• Achieved consistently high level of accuracy when processing large volumes of cash transactions.

• Assisted in training new tellers on bank policies, procedures, and systems.

• Demonstrated strong attention to detail when verifying signatures, identification documents, etc.

Administrative Assistant

VASSTU ENGG Mineral Wells, TX March 2013 – May 2014

• Created efficient filing systems both electronically and physically to ensure easy retrieval of important documents.

• Managed expense reports for executives by accurately tracking receipts, reconciling expenses, and submitting reimbursement requests in a timely manner.

• Handled sensitive information with utmost confidentiality while always maintaining data integrity.

• Acted as a liaison between executives and internal/external stakeholders to facilitate effective communication flow. Quality Control Inspector

National Oilwell Varaco Mineral Wells, TX Sept. 2011 – Jan. 2013

• Verified all procedures and tolerances of the product are met.

• Ensured written procedures are up to date and modified as necessary.

• Lead in ensuring quality control of the end preparation of products. Administrative Assistant

NORRIS SUCKER RODS Midland, TX Aug. 2006 – May 2011

• Managed expense reports for executives by accurately tracking receipts, reconciling expenses, and submitting reimbursements requests in a timely manner.

• Provided administrative support during board meetings including preparing meeting agendas materials, distributing minutes.

• Responded to inquiries from clients/customers in a timely manner.

• Served as the primary point of contact for visitors, greeting them professionally and ensuring their needs were met during time at the office.

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