clerk
Resume:
Eva Perez
OBJECTIVE: I am seeking a challenging position in an organization that will allow me to make a significant contribution to the company by utilizing my experience in the Customer Service industry and overall communication and organizational skills, at the same time gain professional growth and development
EXPERIENCE:
Washington Mutual Bank/ Processing Lead 1999-12/07
o Coach a team of 26 employees
o Employee counseling’s
o Assist Processors/Investigators with procedural questions
o Ensure direct reports meet or exceed departmental standards
o Assist with escalated internal and external customer telephone calls
o Review foreign transactions and place proper restrains to avoid further losses
o Maintain control by conducting internal claim audit
o Effectively maintain leadership in a group environment
o Oversee the day-to-day operations, coordinate assign, review and analyze workflow
Washington Mutual Bank/ Operation Specialist 1995-1999
o Assist bankers with all procedural questions
o Handle escalated customer inquiries
o Provide guidance to staff to assure proper compliance
o Participated in administering employee quality service, employee counseling’s and termination process
o Participated in creating the Spanish Certification process for bilingual employees
o Contributed to the hiring decisions for Telephone Banking
Washington Mutual Bank/ Customer Service Rep. 1991-1995
o Acted as a primary point of contact by telephone
o Answer incoming customer service inquires and provided prompt and courteous service
o Explain the benefits of Washington Mutual’s products and services
o Answer inbound telephone calls and assist customers with their accounts
o Assist customers with questions regarding FDIC insurance and proper account vesting
o Practice weekly role-play with co-workers to gain a 100% customer satisfaction shop score
o Answer inbound telephone calls for our Spanish speaking customers
o Process necessary research to locate posting errors and resolve customer issues
QUALIFICATIONS:
o Display effective management style
o Knowledge of Regulation-E and Internal Service Level Agreement
o Knowledge of Check Card Services standards and practices
o Outstanding customer relation skills
o Ability to deescalate situations and solve complex customer issues
o Act on managers behalf in her absence
Contact this candidate