Customer Service Sales
Resume:
JESSICA CERDA
***** ********* ****** • Whittier, CA 90604 • 562-***-**** • Email: jorquy@r.postjobfree.com
EDUCATION
December, 2009
Master’s of Science, Educational Counseling and Pupil Personnel Credential University of La Verne, La Verne, California
May, 2007 Bachelor’s of Science, Psychology California State University Fullerton, Fullerton, California
May, 2004 Associates Degree of Arts, Liberal Arts
Fullerton Community College, Fullerton, California
CAREER PROFILE
COUNSELING EXPERIENCE
November 2011 to Present
Counseling Intern – Mount SAC Community College
• Facilitate and Co-facilitate new student orientations, educational planning workshops and reinstatement workshops.
• Explain requirements to transfer to UC, CSU or to get an Associate’s Degree.
• Discuss career exploration with students.
• Go over certificate requirements.
• Counsel students about academic probation or dismissal.
• Review student transcripts.
• Develop educational plans for general students and veteran students.
• Co-teach online Career/Life Planning course.
September 2009 to December 2009
Counseling Intern – Don Lugo High School, Chino Unified School District
• Review A-G requirements with students.
• Discussed Career/Vocational options and goals with students.
• Provided individual personal and social counseling.
• Reviewed college options with students.
June 2008 to June 2009
Counseling Intern – Fremont Middle School, Pomona Unified School District
• Developed a series of presentations referencing higher education and Financial Aid to deliver to students in a classroom setting.
• Discussed A-G requirements with students.
• Provided individual counseling sessions with at risk students failing 3 or more classes. Met with students and discussed current graduation status, GPA, Cal State & UC requirements and college application.
• Collaborated with Student Assistance team and submitted referrals for potential students needing additional resources
QUALIFICATION SUMMARY – MORK EXPERIENCE
July 2010 – June 2011
Reachout, Upland, CA
• Worked with students in K-5th grade setting who are in danger of suspension and/or
expulsion, exhibiting poor academic performance, emotional problems, school discipline
problems, and/or negative attitudes towards school. Also, worked with parents, family
members, and school personnel to assist in referrals to treatment, and transitioning
students back to school when they have been to treatment.
• Provided outreach short-term counseling, information and referral services.
• Facilitated support groups and provided direct services related to conflict management
• and violence.
• Implemented appropriate curricula as needed to meet the needs of students and parents.
• Provided assessments and assisted in obtaining appropriate and needed services.
• Responsible for all necessary and appropriate documentation and data collection.
• Maintained confidentiality and appropriate boundaries
• Assisted in program design of the Student Assistance Program at Rialto Unified.
February 2010 – July 2010
Bank of America, Operations Analyst, Home Retention Division Brea, CA
• Resolved diverse issues and responded to escalated modification requests.
• Ensured compliance with federal laws and company guidelines in order to minimize loan losses and legal concerns.
• Worked in an escalation environment requiring problem solving, negotiations, & coaching skills.
• Had a caseload of over 50 files.
• Made several calls a day to customers to gather information needed for modifications.
• Assisted manager with special projects.
August 2007 – February 2010
Bank of America, Telephone Sales Associate, Home Equity Line of Credit Depart. Brea, CA
• Answered questions and coached associates calling for assistance.
• Handled escalated situations and irate customers which required adaptation of response
or extensive research.
• Responsible for providing a superior level of customer service.
• Answered various sales and/or servicing requests in a timely manner.
• Provided quality, relationship deepening goals, and service level agreements defined
within associate metrics.
• Navigated a computerized data entry system and other relevant applications.
• Answered over 100 calls a day.
September 2002 – August 2007
Bank of America, Home Service Specialist, Home Mortgage Department, Brea, CA
• Verified customer income documentation such as pay stubs, W2's, tax returns.
• Resolved routine title issues, vesting issues, child support liens, judgment liens, mechanic liens and undisclosed liens.
• Processed subordinations.
• Reviewed and resolved appraisal issues and adjustments.
• Executed closing actions to ensure a timely and effective closing process.
Maintained a high level of customer service by being proactive in communication with customers & banking center associates.
Had a caseload of over 80 files.
Faxed, scanned and copied all information received from customers to other various departments.
WORKSHOPS
• Financial Aid
• Reinstatement
• Student Success
• New student orientation
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