Customer Service Training

ADELINA CUADRA

**** ****** **** *****, ****** Spring, MD 20905

Phone: 301-***-**** ~ E-Mail: ********@***.***

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OBJECTIVE

To contribute to an organization able to effectively use a seasoned professional with over 20 years of customer service experience and dedication to team building.

QUALIFICATIONS

Have extensive experience in Funds Transfer, Credit and Debit Card Services, as well as Cash Handling and Customer Service. In addition:

Fluent in both English and Spanish

Demonstrate excellent communication, organizational, and typing skills – typing speed 60 WPM

Experienced in funds transfer through the Federal Reserve system and associated security requirements

EMPLOYMENT

Wire Transfer Specialist, NIH Federal Credit Union, Rockville, MD 2008 - 2010.

Responsible for timely processing of member wire transfer requests in accordance with NIHFCU policy, and commercially acceptable business and security practice or protocol.

Receive incoming wires from Fed Advantage

Check OFAC listing for incoming wires and post them to the correct accounts

Receive outgoing wire requests from members

Verify all requests per procedure, including callbacks when required

Pull funds from verified accounts

Enter outgoing wires on Fed Advantage and send for verification

Maintain ongoing Excel logs for all wires incoming and outgoing

Responsible for International Payments Services (IPS), a global remittance program

Approve and release payments entered into the IPS web site

Monitor and send funds to third-party pre-paid account to cover future IPS transactions

Download reports and track transactions in excel spreadsheet

Follow up on undelivered transactions

Keep branches informed of any delivery problems and help to resolve them

Reconcile the associated GL daily

Additional responsibilities

Money Order and Traveler’s checks Reconciliations

Back up for ATM GL Reconciliations, processing Returned Deposit Items

Back up for ATM and Mail processing

Back up for posting mailed payments

Card Services Representative, NIH Federal Credit Union, Rockville, MD 2003 -2008

Responsible for the efficient and effective operation of the Credit/Debit card and ATM programs

Receive, prepare, process and post all approved credit card applications and debit card requests, ensuring that all information is complete, accurate, and posted in a timely manner

Research, process, and resolve member disputes

Obtain documentation for lost or stolen cards, blocking accounts, and making additions to the Restricted Card Listing

Review and process various third-party reports on card activities, exception items, card reissue status, and foreign transactions.

Review, document and track all incoming disputes or fraud claims

Process internal credit card balance transfer and automatic transfer request forms

Teller, NIH Federal Credit Union, Rockville, MD 1998 – 2003

Provided quality service to members, cross-sold credit services, balanced each day’s totals and transactions

Responsible for providing a variety of member service functions such as opening savings and checking accounts, loan payments, cashing checks, and selling money orders and cashier’s checks

Addressed member inquiries and concerns

Assisted with balancing the branch’s daily activities and totals

Head Teller, Provident Bank of Maryland, Silver Spring, MD 1996 - 1998

Provided outstanding customer service

Knowledgeable in all phases of paying and receiving functions

Teller, America’s Cash Express, Silver Spring, MD 1995 - 1996

Processed transactions that included check cashing, money orders, and wire transfers

Handled financial responsibilities, handled large amounts of money on daily basis

Planned and organized daily duties

Customer Service Representative, Hecht’s Company, Wheaton, MD 1993 - 1995

Provided customer service through answering telephones and directing customers

Handled financial responsibilities, worked at cash register

Checked in merchandise, conducted inventory control, handled floor moves, completed price changes

ADDITIONAL TRAINING AND QUALIFICATIONS

Attended various training workshops to increase knowledge of policies and procedures

1998 - Present

Star Modules, IRA, and CTR Training

Visa Training and Robbery Training

Nautilus Overview & Hands-On Training

MACHA (the Mid-Atlantic Payments Association) yearly Wire Transfer Fundamentals Workshops

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