Customer Service Representative
Resume:
Wendy Russell
********@*****.***
CUSTOMER SERVICE PROFESSIONAL
Profile • More than 10 years’ successful experience in customer service and support with recognized strengths in account maintenance, problem-solving and trouble-shooting, sales staff support, and planning/implementing proactive procedures and systems to avoid problems in the first place.
• Possess solid computer skills.
• Excellent working knowledge using Microsoft Excel, Microsoft Word, Power Point, Windows 2007,Outlook, Imageview Systems & Internet Research.
• Ability to train, motivate, and supervise customer service employees.
• A team player, acknowledged as “Total Quality Customer Service Professional
Synopsis of Achievements • Ability to perform effectively in a multi-tasking environment.
• Problem resolution & Team player
• Proactive problem resolution skills led to multiple recognition by customers
• Excellent communication skills & organizational ability
• Time management
• Positive attitude
• Highly professional demeanor
Employment Bank Of America, Wichita, KS 2008 – Dec 2010
Senior Operations Representative
• Processes transactions and perform maintenance in one or more of the company's internal operations.
• Complied with IRS & AML regulations and line of business procedures while meeting productivity & accuracy targets.
• Communicate in writing & by phone with customers & bank associates to provide support.
• Made recommendations for process improvement opportunities.
• Prioritize work to meet deadlines & goals and assist the team to do the same.
Bank Of America, Wichita, KS 2006-2008
Lead Operations Representative
• Demonstrates leadership qualities, process transactions in one or more of the company’s internal operations to support domestic and international consumer, commercial and wholesale bank businesses or services functions.
• Responsibilities for basic level reporting, customer service support, reviewing and processing transactions.
• Using electronic or mechanical equipment to reconciling, statement rendering, MICR/Image, float, lock box, remittance, ATM deposit, and performing other support operation functions as required. Maintains internal operational and financial controls and ensures they meet bank standards.
• Ensures quality service, effective and efficient operations support to internal business partners and/or external customers and clients
• Performs all the functions required at the Sr. Operation Representative level and typically acts as a workflow coordinator and/or subject matter expert.
• Able to prioritize and distribute daily work to meet deadlines and goals.
• Ability to identify and implement opportunities. May provide guidance and direction to less experienced team members.
• Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.
Bank Of America, Wichita, KS 2004-2006
Operations Representative
• Open and sort incoming signature cards from banking centers for consumer, commercial and global business accounts.
• Research any issues with customer’s information by obtaining data from the banks internal database and compare information accuracy on issues including but not limited to, no signature on card, wrong signature on card and missing customer information.
• Performing data entry, imputing account numbers into database, 215 per hour, so banking center associates can pull signature cards for customer identification.
• Delivered a high level of customer service to banking center associates calling for faxed copies of signature cards.
Bank Of America, Wichita, KS 2002-2004
Home Service Specialist II
• Process transactions and documentation to support and maintain lending agreements.
• Review customer documentation for accuracy and completeness.
• Loan activities include credit checking, document preparation, loan boarding, suspense control, exception resolution and file maintenance. Verify customer income documentation, resolve routine title issues including but not limited to the following; vesting issues, child support liens, judgment liens, mechanic liens and undisclosed liens and re-conveyances. Process subordinations, resolve appraisal disputes, execute closing actions to ensure a timely and effective closing process.
• Maintain a high level of customer service by being proactive in communication with customers, banking center associates, realtors, title companies and insurance agents.
• Assist in training new employees on process, loan systems and procedures.
Bank Of America, Wichita, KS 2002-2002
Customer Service Representative
• Delivered a high level of customer service.
• Identified new customer relationship opportunities.
• Investigated and resolved a wide variety of issues and requests.
• Experience in using computers to retrieve information from a database.
• Experience in using a multi-lined phone system.
Education Wichita State University, Wichita, KS 1986-1988
• General Studies
Wichita Area Technical School, Wichita, Ks
• Fashion Merchandising
1988-1989
References Furnished Upon Request
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